IT Specialist (Customer Support)

Wallops Island, Virginia
Feb 01, 2023
Feb 07, 2023
Full Time

The Service Desk Operations Team handles escalations, respond to customer feedback, provide reports to AIT internal customers, assess impact of changes to the FAA infrastructure, create and update knowledge articles to support projects/programs and improve current processes, and ensure that all support personnel have the training needed to support new applications.

We are looking for a Field Operations Lead to join the Service Desk Operations team. If selected at the J band, the incumbent will be responsible for overseeing the operations of onsite Tech Dispatch work, ensuring all work is processed correctly and timely with satisfactory completion. The incumbent must be able to work independently and make informed decisions and have the capability to search the current ITSM Tool for incidents, work orders, and requests to analyze the current status of the requested service to determine what is needed to resolve or, where required, escalate the request and collect/report on incident information. The incumbent will interact and communicate with FAA and AIT internal, FAA vendors/contract staff, and other FAA Lines of Business/Staff offices.

In addition, they will be responsible for the following:
  • Analyzing and reporting audits on contract deliverables pertaining to Tech Dispatch work performed including weekly audit of resolved tickets and monthly audits of Service Level Agreement (SLA) compliance.
  • Evaluating customer and internal escalations to determine the appropriate actions to be taken, including process change if needed.
  • Effectively communicating with management and technicians to ensure work is performed effectively through to completion.
  • Managing projects involving onsite technicians, their availability, and resources.
  • Provide assistance to and knowledge sharing with other Service Center team members for projects and incident resolution.
  • Reviewing of monthly Labor and Travel invoices in regard to work performed by onsite technicians.
  • Provide status briefings and updates to APS-300, BPS, and AIT Leadership on a routine basis.
  • Providing expert advice to the Program and Project teams in relation to appropriate support models and implementation timing to cause the least impact on the Field Operations team.
  • Utilizing ITIL processes to oversee and review work performed as well as provide guidance on workflow improvement.
  • Assisting in implementing processes changes in the Service Center, the ITSM Tool including any corresponding Digital Workplace (DWP) and service delivery.
  • Leading projects and initiatives related to the APS-300 Service Offerings.

Attending and leading meetings with onsite Tech Dispatch staff providing guidance, information, and process improvement.


Conditions of Employment

  • US Citizenship is required.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must submit an SF50 (See Required Documents)


For additional information please view the complete OPM qualification standard for the Group Coverage Qualification Standard for IT Specialist, please visit:

Information Technology (IT) Management Series 2210 (Alternative A) (

To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-I / FG/GS-13. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.

Specialized experience includes: Experience leading cross-functional teams and resolving IT incident escalations and process issues, this includes providing expert advice on best practices for handling onsite IT customer support activities and resolving customer requests.

Applicants should include examples of specialized experience in their work history.

Qualifications must be met by the closing date of this vacancy announcement.

If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. If the selection list is shortened to a best qualified list through a comparative process, then the best qualified list shall be considered to be the selection list.

Selection may be made from this announcement or from ACT-AIT-23-APS320-82531.

Preview Job Questionnaire
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies.

The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the KSAs listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

This is a bargaining unit position. This position is represented by NATCA: Multi-Unit.

Links to Important Information: Locality Pay , COLA