Information Technology Specialist(Customer Support)

Clarification from the agency

Applications will be accepted only from current permanent Department of Justice, Office of Inspector General employees with competitive status, and CTAP/RPL eligible candidates.

If you are selected as a Information Technology Specialist(Customer Support), your responsibilities would include, but would not be limited to:

• Performing detailed product comparisons, feasibility assessments, cost-benefit analyses, and performance/compatibility testing to determine optimal solutions for enterprise deployment.
• Leading in-depth investigations and technical evaluations of workstation hardware, software applications, active directory objects, and telecommunications equipment to ensure seamless compatibility with existing network infrastructure and alignment with evolving customer program requirements.
• Maintaining ongoing communication with customer organization leadership to stay informed of shifts in mission objectives, operational changes, and upcoming initiatives.
• Operating in an advisory capacity, synthesizing findings and presenting clear, data driven recommendations to ITD management.
• Utilizing advanced, structured problem-solving methodologies-such as root cause analysis, incident pattern recognition, and system performance diagnostics to effectively resolve critical issues and prevent recurrence.
• Serving as the principal technical liaison and subject matter expert, collaborating closely with network engineers, application developers, systems administrators, and cybersecurity professionals to drive resolution of persistent and complex technical challenges.
• Implementing service adjustments based on changing user requirements, technological advancements, and organizational priorities.
• Utilizing advanced, structured problem-solving methodologies-such as root cause analysis, incident pattern recognition, and system performance diagnostics-to effectively resolve critical issues and prevent recurrence.
• Collaborating with infrastructure protection teams and other key stakeholders to plan and coordinate integrated responses to large-scale or high-impact technical issues, ensuring minimal disruption to operations.
• Developing and disseminating technical bulletins to proactively inform customers of known issues, providing clear instructions for corrective action and preventive measures.

Conditions of employment

• You must be a U.S. Citizen or National.
• You must be able to obtain and maintain a Top Secret security clearance.
• You must be registered for the Selective Service, if applicable.
• You must successfully pass and are subject to random drug screenings.
• You must meet all qualification requirements by the closing date of this announcement.
• You may be subject to a probationary period.

Qualifications

Probationary Information: As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period OR 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

-Your performance and conduct.
- The needs and interests of the agency;
- Whether your continued employment would advance organizational goals of the agency or the Government; and
- Whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period OR trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Specialized Experience:To qualify for this position at the GS-13 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public or private sector. (Specialized experience is paid or unpaid experience which has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position.) Examples of specialized experience include such duties as:

1. Resolve complex hardware, software, network, mobile device, and enterprise application issues using advanced troubleshooting techniques.
2. Perform root cause analysis to identify underlying issues, implement corrective actions, and prevent recurring incidents.
3. Analyze system logs, diagnostic data, and performance metrics to isolate technical issues and improve system performance and reliability.
4. Apply IT Service Management (ITSM) principles to manage incidents, problems, service requests, and changes while meeting established Service Level Agreements (SLAs).
5. Lead continuous improvement initiatives by identifying trends, improving processes, developing guidance, and enhancing customer support and service delivery
6. Deliver expert technical guidance, mentoring, and training to improve team performance, technical knowledge, and customer support.

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade level (or equivalent).

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 based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire and a review of your application by a panel of subject matter experts. You will be assessed on the following competencies:

1. Attention to Detail
2. Oral Communication
3. Problem Solving
4. Technical Competence
5. Customer Service

USAHire Assessment: Applicants will be required to complete a USAHire Assessment. This assessment is online and measures competencies required to perform in the position. You will not be considered for the position if you score below the cut score of 70 or fail to complete the USAHire assessment. Additional information can be found under "How to Apply".

Subject Matter Expert (SME) Resume Review: In order to be considered for this position, you must complete all required steps in the process. A subject matter expert, or SME, is a person with bona fide expert knowledge about what it takes to successfully perform in a particular job. The SME(s) will measure potential applicants for the critical competencies. Your resume will be reviewed to determine your technical qualifications, as well as any required certification(s) applicable to the position. Applicants found to meet the requirements will be eligible to move forward for additional hiring consideration.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

To preview the application questionnaire, click the following link: Application Preview

If you are found to be among the top candidates, you will be referred to the selecting official for further employment consideration.

• Resume
  • Your resume must not exceed two (2) pages. If your resume exceeds the two-page limit, you will be removed from consideration for this announcement. The resume and required supporting documentation should provide the minimum qualifications and relevant experience for the announced position. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, and social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
• SF-50 documentation (if applicable)
  • Must show (most recent Promotion, Within Rate Increase, or Appointment/Conversion SF-50 or Notification of Personnel Action if you are applying as a current or former Federal Employee) you have acquired competitive status, and the highest grade or promotion potential you held. Award SF-50's are not acceptable alone as they do not show your grade and step.
• CTAP/ICTAP documentation (if applicable)
  • The Career Transition Assistance Plan (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 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 CTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and (for scored examining) score 85 or better on established ranking criteria OR (for category rating criteria) rate equivalent to the Highly Qualified or better category using established category rating criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
• Schedule A documentation (if applicable)
  • Schedule A: DOJ welcomes and encourages applications from persons with disabilities and is firmly committed to satisfying its affirmative obligations under the Rehabilitation Act of 1973 to ensure that persons with disabilities have every opportunity to be hired and advanced on the basis of merit within the Department. DOJ also encourages eligible Schedule A applicants to submit their resumes.

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