IT Specialist (Customer Support) Job in Washington, DC

Vacancy No. JP-25-035 Department Office of Justice Programs
Salary $117,962.00 to $153,354.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 12/3/2024 Close Date 12/13/2024
Job Link Apply Online Who may apply Public
Locations:
Washington, DC


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), Enterprise Infrastructure and Engineering Division (EIED). The incumbent of this position serves as an IT Specialist (Customer Support) responsible for advising on the application of Customer Support Services for OJP's Enterprise IT solutions and services.

Duties

  • Act as a key authority on agency's IT Customer Support Services, applying expert judgment and creativity to promote the advantages of business-driven quality improvements and process enhancements.
  • Lead the creation and development of a Customer Support Services Center of Excellence (CoE) that effectively addresses stakeholder concerns, fosters high levels of engagement, and ensures a thoughtful and inclusive approach to changes in business processes, systems, technologies, job roles, and organizational structures.
  • Release bulletins or alerts to notify customers of issues and provide guidance on required actions.
  • Develop and update customer service policies and procedures to ensure effective responses to similar incidents in the future.
  • Implement adjustments in response to evolving customer needs and requirements.
  • Resolve issues related to service delivery and maintains awareness of changes in customer mission priorities through ongoing communication with customer management.
  • Represent customer service needs throughout the systems development lifecycle, from translating functional requirements to systems testing, ensuring customer requirements are fully addressed.
  • Conduct surveys or interviews to gather insights directly from users of agency's IT services, ensuring that customer needs are being met and continuously improving support quality.
  • Lead incident management efforts for critical IT service disruptions, ensuring timely escalation to senior technical teams or external vendors.
  • Act as the point of contact for high-priority or urgent issues, coordinating cross-functional teams to resolve complex technical problems impacting customer services.
  • Create communication plans for major service disruptions, system maintenance windows, or service upgrades, ensuring that customers are notified in advance and understand any potential impacts.
  • Evaluate and develop Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to document and implement IT customer service requirements.
  • Monitor vendor performance and escalates issues if vendor-provided services do not meet agreed-upon standards or timelines, working to resolve disputes or delays effectively.
  • Define and track key performance indicators (KPIs) related to customer support services, such as response time, resolution time, and customer satisfaction scores.
  • Gather relevant information from diverse and often hard-to-reach sources and makes authoritative recommendations for project or program updates to prevent similar issues from occurring in the future.
  • Research emerging technologies and trends in IT customer support, such as artificial intelligence (AI), automation tools, machine learning (ML), and self-service platforms.
  • Conduct trend analysis to forecast potential increases in service demand, enabling proactive measures such as scaling resources or identifying training needs for customer support teams.

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 www.sss.gov.
  • 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.
  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. 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.
  4. 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-12 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:

  • Working with 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.
  • Experience working an IT Service Desk support center, and walk-in locations where customers receive in person quality IT support.
  • Proficiency managing and delivering enterprise-class customer support services, customer experience, and service level management.
  • Experience in coordination of improving processes between IT Support Services and customers.



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

  • Information Technology Performance Assessment
  • Customer Service
  • 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: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp

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.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

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

For All U.S. Citizens: Your application will be evaluated and rated under DOJ's Category Rating and Selection Procedures. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this 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 application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. Your application will then be placed in one of three categories: Best Qualified, Highly Qualified, or Qualified. Names of all candidates in the best qualified category will be sent to the hiring official for employment consideration. Candidates within the best qualified category who are eligible for veterans preference will receive selection priority over non-veteran preference eligibles.

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 12/13/2024 .

Required Documents

  1. 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),
  2. Veterans' Preference Documentation (if applicable; see below),
  3. SF-50, Notification of Personnel Action (current and former federal employees; see below for more information), and
  4. Performance Appraisal (for current federal employees) Note: if not provided, may be required at time of interview.
Note: Incomplete applications will not be considered.

Veterans Preference In order to verify your veteran preference entitlement, submit a copy of the Member Copy 4 of your DD-214 (Certificate of Release or Discharge from Active Duty); official statement of service from your command if you are currently on active duty that certifies you are expected to be discharged or released from active duty service within 120 days after the certification is submitted; or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that shows your military service was performed under honorable conditions.

If you are a disabled veteran, a Purple Heart recipient, or widow/widower of a veteran, spouse of a disabled veteran or the natural parent of a disabled or deceased veteran, you must submit a Standard Form (SF) 15, Application for 10-Pt Veteran Preference, and the other required documentation listed on the reverse of the SF-15 to support your preference claim.

Although veteran preference points are not assigned under the category rating procedures described under How You Will Be Evaluated, veterans' preference eligibles are listed ahead of non-veterans within each category for which qualified. In addition, qualified veterans with a compensable service-connected disability of 10% or more are placed at the top of the highest quality category (i.e., Best Qualified).

Veterans Employment Opportunity Act
To be eligible for a Veteran Employment Opportunities Act (VEOA) appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If applying for a Merit Promotion announcement and wish to be considered under the VEOA, you must submit a copy of the Member Copy 4 of your DD-214, in addition to any other required documents listed on this announcement.
Interagency Career Transition Assistance Plan (ICTAP / Career Transition Assistance Plan (CTAP)
If you are claiming CTAP/ICTAP 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 and 5 CFR 330.704 for ICTAP 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.

Non-competitive Eligibility
You can apply for a non-competitive appointment if you meet the basic eligibility requirements and you are eligible for special appointment such as those authorized for the severely disabled; veterans w/ service-connected disabilities of 30% or more; returning volunteers from the Peace Corps or Vista, Veterans' Recruitment Appointment, etc. Appropriate documentation to support your claim must be included in your application, along with the type of special appointment you are seeking. Current/Former Federal Employees
If you are a current or former Federal 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 schools accredited by accrediting institutions recognized by the U.S. Department of Education.

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.

How to Apply

To apply for this position, you must complete the online application and submit the supporting documentation specified in the Required Documents section above.

A complete application package, to include the responses to the online Assessment Questionnaire, must be submitted by 11:59 PM (EST) on 12/13/2024to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

  • Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
  • After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
  • You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/. If you need help with the application process, please see the USAJOBS Help Site .

If you are unable to apply online, please contact Amanda Elder at
amanda.elder@usdoj.gov or 202-598-0698 for alternate application procedures.

Agency contact information

Amanda Elder
Address
Office of the Chief Information Officer
DO NOT MAIL
Washington, DC 20531
US
Learn more about this agency

Next steps

Once your completed application is certified and received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified of your status and/or referral to the hiring official. If further evaluation or interviews are required you will be contacted. After making a tentative job offer, we will conduct a suitability/security background investigation. We expect to make a final job offer within 80 days after the closing date of the announcement.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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