Duties
Job Summary:
The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel.
This position is located in the IT Customer Solutions Directorate, House Information Resources (HIR), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The IT Customer Solutions Directorate provides information technology customer support services to the House community. This position serves as the Junior Technology Partner.
Key responsibilities include:
- Providing front line customer service to Members, Committees and House offices within Tech SOS, the IT Customer Solutions service center storefront.
- Incumbent serves as a trusted advisor for basic information technology issues and provide clear guidance on software, hardware and network operating systems used within the House of Representatives.
- Incumbent will be responsible for maintaining and supporting day-to-day operations within Tech SOS and act as an operational subject matter expert (SME) for that location.
- Incumbent will monitor multiple customer tracking systems and develop weekly reports, trend analysis and other documentation, if necessary.
- Exhibit a higher degree of administrative and customer service skills with applied technical knowledge in addition to having a deep understanding of CAO operations and HIR policies/procedures.
This position has access to Personally Identifiable Information (PII).
This position does not have day to day supervisory/managerial responsibilities.
Primary Duties/Responsibilities:
- Act as a service lead in Tech SOS by delivering exceptional customer support to Members, Committees, and House offices. Serves as the primary point of contact for the service center, offering support across a wide range of technical customer inquiries.
- Provide basic technical assistance, including sharing system information, assisting with configurations, and resolving user issues.
- Regularly review and track customer service metrics by auditing Remedy tickets for accuracy, completeness, and resolution timeliness. Manage consultative service tickets received via the Tech SOS service center to ensure proper handling and effective issue resolution.
- Respond promptly to both virtual and in-person requests. Works closely with internal HIR teams and external House-approved vendors to coordinate and resolve technical issues efficiently.
- Demonstrate a consistent and visible presence in Tech SOS by delivering outstanding customer experiences that blend exceptional customer service skills and effective technical support.
- Works closely with other HIR groups to support current technology, document existing application workflows, integrate software upgrades and introduce new technology solutions with an emphasis on client (front-end) products.
- Possess or demonstrates the ability to acquire a thorough understanding of CAO operations and HIR policies and procedures.
- Inform management of potential escalating situations in real time and has the diligence to provide documentation (if required) regarding detected issues.
- Maintains and continues to gain extensive knowledge and experience with House supported hardware, software, mobility platforms, computer systems security issues and how system security is implemented in the House environment.
- Track and maintain inventory of storefront equipment used during each technical consultation conducted through Tech SOS.
- Monitor customer communications and service requests to uphold service quality, identify areas for improvement, and provide timely alerts, warnings, or notifications to management, as needed.
- Establish and maintain policies and procedures and update, as necessary.
- Provide administrative recommendations to management regarding future endeavors and potential service direction opportunities, with an emphasis on customer satisfaction.
- Demonstrate strong verbal and written communication skills, with the ability to clearly convey technical and procedural information.
- Performs other official duties as assigned.
Requirements
Conditions of Employment
- USAJobs Conditions of Employment
Qualifications
Minimum Qualifications:
Bachelor’s degree in information technology, IT or
equivalent work experience
Basic knowledge of Apple product functionality and system use cases
Basic knowledge of local area network and wide area network (LAN/WAN) connectivity.
Preferred Qualifications:
Knowledge,
Skill, and Ability (KSA) and Competency Requirements:
- Knowledge of standard PC hardware components, including random access memory (RAM), disk drives, internal processors, video RAM, and network cards.
- Possess the knowledge or capability to learn about House supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, House accounting applications, and legislative information systems.
- Knowledge of and ability to use various word processing, electronic mail, spreadsheet, communication, and operating systems software.
- Troubleshooting and analytical skills; ability to anticipate and resolve basic to complex computer-and service problems.
- Ability to grasp fundamentals of new applications quickly and to instruct others in their use.
- Ability to work on ad hoc projects in a team environment and on task forces.
- Ability to communicate effectively, both orally and in writing, with senior staff, information systems professionals, and the user community.
- Employees within this position are expected to demonstrate majority of the following HIR Technical Competencies: Analytics; Application Administration and Integration; Consultation and Outreach; Emergency Response Planning and Risk Management; Hardware Installation and Management; Information Assurance; Information Systems/Network Security; Information Technology Support; Knowledge of Emerging Trends and Industry Best Practices; Network Management; Project Management; Quality Assurance and Testing; and Telecommunications. All employees within CAO are expected to demonstrate the following general competencies: Accountability, Adaptability, Collaboration, Communication, Customer Orientation, Knowledge of Relevant Policies, Procedures, Processes, Priority Management, and Problem Resolution.
Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).
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.