IT Specialist (Customer Support)

Summary

This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO). This position is responsible for identifying and assisting customers with problems encountered to include: grants system application support; loss of service; impact to internal and external customer and customer expectations/needs for resolution; being primary point of contact for problem resolution or direct inquiries.

This job is open to

Clarification from the agency

This announcement is open to current Federal DOJ employees with competitive status. Applicants must be U.S. citizens.

Duties

Develop policies and guidelines for customer support services.

Represent the customer support office in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system).

Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services.

Leads quick-response teams in responding to customer service problems resulting from catastrophic events, such as virus infections or power outages.

Issue technical bulletins to inform customers of problems and to instruct them in taking necessary actions.

Manage and deliver enterprise-class customer support services, customer experience, and service level management.

Plan and coordinate actions with interagency infrastructure protection groups to ensure an integrated response to problems of a potentially more extensive nature.

Negotiate with other senior members of the applications development team to ensure applications are customer oriented.

Partner with peer management organizations, both internal and external, to ensure swift resolution of service impacting events following strict network management escalation policies and procedures.

Use problem-solving skills to develop solutions for various IT-related issues.

Conduct research to gain a comprehensive understanding of client agencies' business environments, decision-making processes, budgets and IT strategies.

Reviews and approves terms and conditions set forth in acquisition negotiations, contract plans, budgets and changes to the scope of work to be accomplished by a contractor.

Plan and develop objectives and milestones for long-range IT projects that involve substantive, mission-oriented programs, such as projects implementing enterprise-level applications and changes to IT infrastructure to meet a modified business processes.

Manages IT projects with high complexity or risk, such as agency-wide system integrations that include large-scale enterprise resource planning.

Coordination of improving processes between IT Support Services and Business Offices.

Manage project resources and monitors resource output to mitigate risks.

Develop information systems security plans and procedures; ensures that they are in compliance with federal laws, regulations, policy and standards.

Requirements

Conditions of Employment

U.S. Citizenship required.

Subject to background/suitability investigation/determination.

Federal payments are required to be made by Direct Deposit.

Requires registration for the Selective Service. Visit

Pre-employment drug testing required.

1-year probationary period may be required.

Security Requirements: Non-Sensitive/Moderate Risk

Qualifications

Basic Entry Requirements:

Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals 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.

Specialized Experience:

Applicants must have one (1) year of specialized experience equivalent to at least the GS-13 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position.

Examples of specialized experience include:

Performing daily operations and performance monitoring of an enterprise information technology (IT) service desk supporting internal and external end users.

Implementing industry best practices and technologies for incident management, request fulfillment, problem management, knowledge management, self-service, and continuous improvements

Leading a hybrid Application and IT Service Desk support center, and walk-in locations where customers receive in-person, quality IT support.

Developing ServiceNow reports and SQL reports for the purpose of trending and forecasting service desk agent workloads and staffing.

Technical Qualifications:

Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications:

Project Planning and Management

Customer Service

Oral Communication

Problem Solving

Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website:

All qualification requirements must be met by the closing date of this announcement.

Education

There is no education requirement for this position.

Additional information

This position may be eligible for telework per agency policy.

OJP offers opportunities for flexible work schedules.

Recruitment incentives may not be authorized.

This vacancy announcement may be used to fill additional vacancies.

Please do not indicate current or former position salary in your application or resume.

As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.

This position has a duty station of Washington, D.C. The selectee will be required to physically report to the OJP office building at least four (4) days per bi-weekly pay period and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

For Status/Merit Promotion/VEOA candidates: Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on the announcement. If you are basically qualified for this job, your resume and supporting documentation will be compared to your responses on the online assessment questionnaire. If you rate yourself higher than is supported by your resume and application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.

For Interagency Career Transition Assistance Plan (ICTAP)/Career Transition Assistance Plan (CTAP) applicants: The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, or if your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP/CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. Under merit promotion procedures, to be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. Under category rating procedures, you must satisfy all qualification requirements for the vacant position and rate equivalent to the Highly Qualified or better category using established category rating criteria.

Required Documents

REMINDER: ALL DOCUMENTS MUST BE RECEIVED BY 11:59 Eastern Time (Washington, D.C. time) ON 09/23/2024 .

Required Documents

Resume (To receive credit for experience, your employment history must be documented in month/year format (MM/YYYY), reflecting starting date and ending date and include the number of hours worked per week. Failure to follow this format may result in disqualification),

SF-50, Notification of Personnel Action (current and former federal employees; see below for more information), and

Performance Appraisal (for current federal employees) Note: if not provided, may be required at time of interview. Note: Incomplete applications will not be considered.

Career Transition Assistance Plan (CTAP)

If you are claiming CTAP eligibility, you must submit proof by the closing date of the announcement that you meet the requirements of 5 CFR 330.605(u) for CTAP or you will not receive priority consideration. The proof includes a copy of the Agency notice, your most recent performance rating, and your most recent SF-50 Notification of Personnel Action for Competitive Appointment.

Current/Former DOJ Federal Employees

If you are a current or former Federal DOJ employee in a permanent, competitive service position, you must submit documents to confirm your status or reinstatement eligibility.

Submit an SF-50 (Notification of Personnel Action) or other official agency documentation that shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".

Submit your most recent Performance Appraisal (dated within the last 18 months) or a separate statement explaining why you are unable to submit your appraisal. If not provided at time of application, it will be required at time of interview. Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.