IT Specialist (CUSTSPT)

Summary

The Office of the Chief Information Officer (OCIO) serves as the IT hub of the U.S. Department of Labor. We develop maintain and protect IT solutions and data across our 27 agencies to enable mission outcomes through technology and service. OCIO continually enhances federal IT and digital capability with a focus on cybersecurity and customer experience to serve Americas wage earners job seekers and retirees.

Duties

This role supports the Office of the Chief Information Officer (OCIO) by serving on the Enterprise Service Desk (ESD) providing multi-channel IT customer assistance troubleshooting issues related to hardware software network services and user access and contributing to service management activities such as asset tracking knowledge updates project support and ensuring compliance with federal cybersecurity and accessibility requirements.

The Department of Labor may use certain incentives and hiring flexibilities currently offered by the Federal government to attract highly qualified candidates. Relocation Expenses Recruitment Incentives Superior Qualifications and Special Needs Pay-Setting Authority may be negotiable. Click here for Additional Information.

Major duties include but are not limited to:

• Serve as a technical resource for the ESD providing advanced end-user support across multiple channels including phone email chat walk-ins and self-service systems.
• Receive and resolve escalated incidents applying independent judgment to diagnose and remediate complex hardware software network and access-related issues.
• Utilize the IT Service Management (ITSM) platform to log categorize prioritize assign and resolve incidents and service requests in accordance with OCIO policies and procedures and IT Infrastructure Library (ITIL) based processes.
• Administer user accounts and access controls across multiple platforms.
• Maintain accurate records in the IT asset management system for hardware software and peripherals.
• Participate as a contributing team member on IT projects supporting project activities throughout their lifecycle.
• Draft statements of work conducts market research prepares cost estimates and assists with monitoring contractor performance for quality and timeliness.
• Track and report on service desk resource utilization including equipment software licenses and support trends to provide accurate data that informs IT budget planning and procurement decisions.

Requirements

Conditions of employment

• 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 and maintain the necessary security/investigation level.

Qualifications

Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level GS-09 in the Federal Service.

Specialized Experience is the experience that equipped the applicant with the particular knowledge skills and abilities (KSAs) 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. Applicants must 3 of the 4 statements below to be found qualified.

Qualifying specialized experience for GS-11 includes:

• Experience providing advanced IT customer support in a service desk environment diagnosing and resolving complex hardware software network and access-related issues across multiple support channels (e.g. phone email chat or walk-in).
• Experience administering user accounts and access controls across multiple platforms including creating modifying and deactivating accounts in accordance with least privilege principles and cybersecurity requirements.
• Experience utilizing an IT Service Management (ITSM) platform to log categorize prioritize and resolve incidents and service requests in accordance with ITIL-based processes.
• Experience tracking and analyzing IT performance data and metrics (e.g. incident volume resolution rates trends and Service Level Agreement compliance) maintaining IT asset inventories and identifying and implementing continuous process improvements to enhance service desk operations and the customer experience.

In addition to the above specialized experience individuals must have IT-related experience demonstrating each of the following competencies listed below.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

2. 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.

3. Interpersonal Skills - Shows understanding friendliness courtesy tact empathy concern and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult hostile or distressed; relates well to people from varied backgrounds and different situations.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives and to make recommendations.

5. Teamwork - Encourages and facilitates cooperation pride trust and group identity; fosters commitment and team spirit; works with others to achieve goals.

6. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform ones job; works with understands and evaluates technical information related to the job; advises others on technical issues.

OR

EDUCATION: Ph.D or equivalent Doctoral degree OR 3 full years of progressively higher-level graduate education leading to such a Ph.D. or equivalent Doctoral degree in computer science engineering information science information systems management mathematics operations research statistics or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications systems or networks.

Education

Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service.

If your education was completed at a foreign college or university you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum coursework requirements for this position. Click Evaluation of Foreign Education for more information.

Additional information

Applicants must meet all legal and regulatory requirements. Reference the Required Documents section for additional requirements.

The mission of the Department of Labor (DOL) is to protect the welfare of workers and job seekers improve working conditions expand high-quality employment opportunities and assure work-related benefits and rights for all workers.

Refer to these links for more information: GENERAL INFORMATION REASONABLE ACCOMMODATIONS ADDITIONAL DOCUMENTATION FORMER FEDERAL EMPLOYEES

As a condition of employment all personnel must undergo a background investigation for access to DOL facilities systems information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION

For more information click Telework Position Information. This is not a remote work position. The selectee will report to an assigned DOL office location on a regular basis and is eligible for participation in telework as determined by management in accordance with DOL policy.

Based on agency needs additional positions may be filled using this vacancy.

The Department of Labor may use certain incentives and hiring flexibilities currently offered by the Federal government to attract highly qualified candidates. Click for more information on Pay Leave and Workforce Flexibilities.

The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicants criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA you may file a complaint of the alleged violation following our agencys complaint process Guidelines for Reporting Violations of the Fair Chance Act.

Note: The FCA does not apply to some positions specified under the Act such as law enforcement or national security positions.

All Department of Labor employees are subject to the provisions of the Drug-Free Workplace Program under Executive Order 12564 and Public Law 100-71.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e. physical or mental) covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position after notification of the adjudication of your request you will receive an email invitation to complete the USA Hire Competency Based Assessments based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.

Candidates should be committed to improving the efficiency of the Federal government passionate about the ideals of our American republic and committed to upholding the rule of law and the United States Constitution.

Required Experience:

IC