This position serves as IT Specialist (Customer Support) in the Office of the Chief Information Officer (OClO). The Office of the Chief Information Officer (OCIO) is a customer service organization dedicated to providing information technology (IT) solutions and leadership to advance DOL's mission. To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO This position is inside the bargaining unit.

Duties

Major duties of this position include, but are not limited to: Serve as an IT Specialist independently performing work in developing, administering, and delivering a high-quality Support Center (SC). Provide advice and guidance on a wide range and variety of complex information technology and service issues. Respond to and resolve IT problems with software and hardware. Interpret information technology policies, standards, and guidelines. Identify opportunities for process improvements, waste reduction, and cost savings within Service Central (SC) and enhancements to the overall customer experience. Create, review, update, and maintain a wide variety of technical documents which include but are not limited to standard operating procedures, knowledge articles, job aids, mass emails to communicate IT services and system statuses, etc. Provide input in developing the branch IT budget, strategic plan, and service level agreements. Perform other duties as assigned.

Requirements

• Must be a U.S. Citizen.
• Must be at least 16 years old.
• Requires a probationary period if the requirement has not been met.
• Candidate required to obtain the necessary security/investigation level.

Qualifications

Applicants must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-11 in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-12 includes: Providing technical support for enterprise systems, computer hardware, software, applications, and network infrastructure, independently and collaboratively resolving complex issues and enhancing troubleshooting, service desk support, and operational processes. Participating in and supporting IT projects by collaborating with teams, coordinating resources, timelines, and deliverables, leading smaller projects, and ensuring timely delivery in line with IT policies and cybersecurity standards. Supporting continuous service improvement and contributing to innovative strategies to reduce resolution times and improve customer satisfaction, analyzing customer feedback and service desk performance data to identify trends and issues, contributing to recommendations to management, and utilizing Information Technology Service Management (ITSM) platforms like ServiceNow to improve issue resolution, knowledge management, workflows, and overall service delivery.

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of the Assistant Secretary for Administration and Management 200 Constitution Avenue NW Washington, DC 20210 US
• Name: Kayla Toft
• Phone: 312-353-6761
• Email: [email protected]