The IT Specialist (Customer Service) plays a critical role within the Commission's Help Desk team, ensuring the efficient and effective functioning of the IT environment. This position is responsible for providing advanced technical support and troubleshooting assistance to end-users, resolving complex technical issues related to hardware, software, and network systems. Due to the Commission's small size, the incumbent is expected to deliver high-quality, responsive IT support to internal users across the organization.

Service Desk Support

• Serve as the primary point of contact for end-users seeking technical assistance via phone, email, chat, or in-person.
• Provide timely and professional customer service, responding to service requests and incidents in accordance with established service level agreements (SLAs).
• Perform initial triage, troubleshooting, and resolution of IT incidents and service requests using standard procedures, knowledge base articles, and diagnostic tools.
• Escalate and coordinate unresolved or complex issues to appropriate IT team members or vendors as needed.
• Assist end-users with routine IT tasks, including device setup, imaging, software installations, and printer configurations.
• Ensure accountability and tracking of IT assets, including mobile devices and software licenses.
• Perform root cause analysis for recurring issues and implement preventive measures.

Audio/Visual and Conference Room Support

• Provide hands-on technical support for conference room technology, including Crestron control systems and Microsoft Teams Rooms (MTR) audio/video conferencing solutions.
• Provide real-time support during conference room meetings as needed.
• Configure, support, and troubleshoot AV components such as displays, microphones, cameras, speakers, and room control interfaces.
• Support Microsoft Teams Rooms systems, including room accounts, scheduling panels, conferencing peripherals, and meeting integrations.
• Diagnose and resolve issues related to audio quality, video performance, device connectivity, and system integration.
• Perform routine checks, updates, and preventive maintenance to ensure conference room systems are fully operational and reliable.
• Coordinate with vendors and Commission's facilities department for AV system maintenance, upgrades, and issue resolution as needed.

Systems Support and Operations

• Support new user onboarding and offboarding, including account setup, device provisioning, access configuration, and initial user orientation.
• Manage IT equipment inventory and lifecycle, including asset tracking, audits, and maintaining accurate records of hardware assignments.
• Perform computer imaging, deployment, and refresh, ensuring standardized configurations and compliance with agency policies.
• Perform system installations, upgrades, configurations, and patching in accordance with established procedures and agency standards.
• Document all support activities, including troubleshooting steps, resolutions, and system configurations within the ticketing system.
• Contribute to the development and maintenance of knowledge base articles, user guides, and technical documentation.
• Communicate effectively with end-users, colleagues, and leadership regarding issue status, resolutions, and recommendations.
• Support compliance with federal IT standards, security controls, and best operational practices.

Conditions of employment

• You will be required to serve a probationary period of one year.
• Relocation expenses are not authorized.
• Citizenship Requirement: You must be a U.S. citizen or national to be eligible for this position.
• Fair Labor Standards Act (FLSA) Status: Nonexempt
• e-Verify: All new hires must complete the I-9 form, this information will be processed through e-Verify to determine employment eligibility. If a discrepancy arises, you must take affirmative steps to resolve the matter.
• You must successfully pass a background investigation. Failing to pass the background check may be grounds for removal or legal action. If hired, you may be subject to additional investigations at a later time.
• Direct Deposit: You will be required to have all federal salary payments electronically deposited into a bank account with a financial institution of your choice.
• Selective Service Registration: All applicants born male, on (or after) 12/31/1959, must be registered with the Selective Service System OR have an approved exemption. Visit www.SSS.gov for more info.

Qualifications

How you will be evaluated

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

You will be evaluated by a screening panel based on evidence of your ability to successfully perform the duties of the position according to the qualifications outlined in this announcement. The panel will forward the appropriate candidates to the Chief Technology Officer for further consideration and possible interview.

In order for your application to be considered complete, the following documents must be submitted:

1. Cover Letter (no more than two pages)
2. Resume:

Your resume should not exceed 2 pages and must demonstrate the specialized experience related to the position for which you are applying. If your resume goes beyond two pages, we will only consider the first two pages for the required experience as outlined in the specialized experience. It is recommended to make your resume searchable in your USAJOBS.gov profile. For each position listed on your resume, youmust specify the following information:

• Start and end dates (month/year)
• Description of duties
• If the position was Federal, you must include the grade and step for each
• education

3. Current and former Federal employees:

• Submit a copy of your most recent non-award SF-50, "Notice of Personnel Action" to indicate your current federal status. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess the years of experience required for this vacancy. You must provide additional SF-50s that clearly demonstrate that you meet the years of experience required for this vacancy.
• The SF-50 must show your tenure, grade and step, and type of position occupied. [i.e., Excepted or Competitive]

Performance award, Realignment, and Detail SF-50's will not be accepted as proof of grade or tenure.

4. Veterans: If claiming Veteran's Preference, you must submit a Member-4 copy of your DD-214

Disabled Veterans Disabled Veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must submit:

• SF-15 Application for 10 Point Veterans Preference
• Member-4 DD-214
• disability rating letter (if applicable)

If you are currently on active duty to be released within 120 days, you may submit an armed forces certification in lieu of a Member-4 DD-214
Failure to provide this documentation will result in your application not receiving 10-point preference.
Military spouse of an Active-Duty Military Member:

• Marriage license
• A copy of your spouse's active military orders
• SF-15 Application for 10 Point Veterans Preference

Military Spouse of Separated Veteran:

• A copy of your marriage license
• A copy of the Member-4 DD-214
• A copy of your spouse's 100% service-connected disability letter OR document of death during active duty
• SF-15 Application for 10 Point Veterans Preference

You are not eligible for Military Spousal benefits if you were not married to the veteran at the time of death or have since remarried.Failure to provide required documentation will result in your application not receiving preference.

5. Schedule A, Persons with Disabilities:

1. Submit a copy of your Schedule A letter from a physician, local, state or federal rehabilitation office citing your eligibility under 5 CFR 213.3102 (u).

For more information on your eligibility, please visit: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/individuals-with-disabilities/

???????Application packages will NOT be accepted via email, mail, or fax.All applications must be received by 11:59 pm on the closing date.

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