Clarification from the agency

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

As a Supervisory Information Technology Specialist (Customer Support) at the GS-2210- 14 you will be responsible for, but not limited to:

• Monitoring customer service metrics, such as response times and resolution rates, and implement improvements based on customer feedback.
• Performing a variety of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues.
• Analyzing/resolving the most difficult customer support requests involving integration or configuration related issues.
• Carrying out research, evaluates the technical specifications and features of new products.
• Analyzing trends in customer service, technology advancements, and IT service management to provide data-driven recommendations for improvements.
• Identifying areas for improvement within the customer support framework and work to enhance overall efficiency and effectiveness.
• Leading training initiatives on the most complex problems and solutions. Regularly report on the performance of IT support operations to senior leadership.
• Drafting related policy and procedures associated with new tools and approaches and develops implementing guidance.
• Researching and providing response to unique customer service requests, utilizing tracking/ ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Liaise between IT offices and assignment groups for troubleshooting, ticket escalation, root cause analysis, and problem management. Installs, configures, troubleshoots, and maintains customer hardware and software.
• Identifying and acquiring Government and commercial contract resources required. Reviewing and analyzes data pertaining to operations and maintenance to assure adequate economic service.
• Developing methods for monitoring, testing, problem analysis, installations and evaluates various computer system hardware configurations and software.
• Recommending hardware and software revisions or new criteria for hardware or software procurements.

Conditions of employment

• You must be a U.S. Citizen or National.
• You must be able to obtain and maintain a 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

To qualify for this position at the GS-14 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public/ 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:

• Lead Tier I-III IT Service Desk operations using ITSM/ITIL best practices to meet SLAs.
• Supervise and develop IT Service Desk staff.
• Manage customer support projects, coordinating resources and delivering
  system upgrades with minimal impact.
• Oversee enterprise hardware and software troubleshooting across desktops, laptops, mobile devices, and operating systems.
• Administer Microsoft Active Directory, managing user accounts, group policies, permissions, and access controls.

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 (knowledge, skills, abilities, and other characteristics):

• Attention to Detail
• Customer Service
• Oral Communication
• Problem Solving
• Technical Competence

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: https://apply.usastaffing.gov/ViewQuestionnaire/12855954

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

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 periodyour employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

• Resume: A current resume showing relevant experience. 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- see USAJOBS for formatting requirements. Include relevant employment history as outlined below for each job:
• Official position title( if Federal, include series/grade),
• Employer name and contact information,
• Start and end dates (for full consideration you must include month and year),
• Indicate full-time or number of hours worked per week if part-time, and
• A list of duties performed and accomplishments.

The resume 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 (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) that shows you have acquired competitive status, and the highest grade or promotion potential you held.
• Time-In-Grade: If you are applying for a higher grade, but your SF-50 doesn't clearly demonstrate you meet the 52-week time-in-grade requirement, you may need to provide an additional SF-50, or equivalent. (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held.)
• Veterans Employment Opportunity Act Eligible: Veterans Employment Opportunity Act (VEOA): VEOA allows eligible veterans to apply and compete for positions announced under merit promotion procedures when the hiring agency is recruiting from outside its own workforce. To be eligible for a 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 you are 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.
• CTAP/ICTAP documentation (if applicable)
  • Interagency Career Transition Assistance Plan (ICTAP): The ICTAP provides eligible displaced Federal competitive service employees 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, you may receive selection priority if: 1) this vacancy is within your ICTAP 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 proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Additional information about ICTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
  • 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.

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