Information Technology Specialist (Customer Support)

District of Columbia, D.C
Oct 27, 2020
Nov 03, 2020
Full Time


The Office of the Inspector General is ranked number 1 in the best places to work in the Department of Justice and is one of the premier inspector general offices in federal government. We are seeking a highly-motivated professional employee with experience in providing superior customer service in support of our mission to detect and deter waste, fraud, abuse, and misconduct in DOJ programs and personnel, and to promote economy and efficiency in those programs.

Learn more about this agency


If you are selected as an IT Specialist (Customer Support) GS-2210-12/13 ,your responsibilities would include, but would not be limited to:
  • Leads and oversees analyzing and resolving the most difficult customer support requests involving integration or configuration related issues.
  • Oversee supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. Identifies and breaks down problems using structured problem resolution approaches.
  • Act as the lead Help Desk POC when it comes to working with network specialists, applications developers, and security specialists to prevent recurring problems.
  • Investigates workstation hardware, software, and telecommunications equipment to ensure network compatibility with customer program requests.
  • Assist and advise OITCS Director in planning, design, and integration of systems views for compatibility.
  • Carry out research and evaluates technical specifications and features of new products.
  • Act as Help Desk lead when performing product comparisons, feasibility and cost-benefit analyses, and performance/compatibility testing. Makes implementation recommendations to ITD management.
  • Provide IT Customer Service support request from users through phone, email, face to face and Help Desk ticket submissions providing Help Desk resolution compliant with published policies and regulations.
  • Manages special projects that have a significant impact on the delivery of customer support services.
  • Serves as a lead technical specialist in capacity management and performance management.
  • Collects, evaluates, and summarizes capacity, performance, problem, resource, and workload data to recommend configuration changes for maximizing the effectiveness and efficiency of installed technology.
  • Manages software inventory and installation documents for various and unique software.
  • Represents OITCS in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system).
  • Leads efforts to define post-implementation support requirements.
  • Develops and implements performance criteria to ensure that requirements are achieved.

Travel Required

Not required

Supervisory status

Promotion Potential


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.


To qualify for this position at the GS-12 grade level, you must have one year of specialized experience equivalent to the GS-11 grade level obtained in the federal government. (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:
  • Evaluate and recommend the adoption of new or enhanced approaches to delivering IT services.
  • Test and optimize the functionality of systems, networks, and data.
  • Identify and define business or technical requirements applied to the design, development, implementation, management and support of systems and networks.
  • Evaluate proposals for the acquisition of IT products and services, ensuring the optimal use of commercially available products.
  • Ensure compliance with data management standards, and recommending new or modified standards to increase; and
  • Respond to customer service problems resulting from incidents and/or catastrophic events, such as virus infections or power outages.
To qualify for this position at the GS-13 level, you must have one year of specialized experience equivalent to the GS-12 grade level obtained in the federal government. 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: The position requires knowledge of, and skill in applying, most of the following:
  • Interprets IT policies, standards, and guidelines, conducting analyses and recommends resolutions of complex issues affecting the special areas.
  • Provide systems testing and evaluation of IT principles and methods.
  • Thorough knowledge of COTS products and components.
  • Apply Internet technologies to analyze the Internet potential of systems, networks, data and new and emerging information technologies and/or industry trends.
  • Implement acquisition management policies and procedures; cost-benefit analysis principles and methods.
  • Plan and carry out difficult and complex assignments and develops new methods,
  • Provides advice and guidance to management on a wide range and variety of IT issues.


Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Additional information

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

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.
DOJ EEO Statement/Policy:

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.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Additional information is found at:

How You Will Be Evaluated

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

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 and resume should demonstrate that you possess the below competencies. You are NOT required to provide a separate narrative written response. Rather, you must describe in your application how your past work experience demonstrates that you possess the competencies identified below:
  • Attention to Detail
  • Customer Service
  • Oral Communications
  • Problem Solving
  • Technical Competence
If you are found to be among the top candidates, you will be referred to the selecting official for further employment consideration.

Background checks and security clearance

Security clearance
Top Secret

Drug test required

Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk

Trust determination process

Required Documents

  • Resume showing relevant experience. Your resume showing relevant experience and dates the experience was obtained. 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. (A cover letter is optional).
  • 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. Current Federal employees employed by the DOJ OIG are not required to submit the SF-50 unless you are applying for a higher grade, and your experience was gained at a Federal agency other than the OIG. Then, you must provide the SF-50 which verifies the length of time you have been in your highest grade and supports your claim for time in grade.
  • CTAP/ICTAP documentation (if applicable)
  • Schedule A documentation (if applicable)
  • An unofficial college transcript (Note: If you are selected for this position, official transcript(s) will be required prior to your first day.) (Use if education is being credited for the purpose of meeting minimum qualification requirements or if grade point average is being used to determine superior academic achievement.)
  • Your Responses to the Occupational Questionnaire.
  • 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).

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