IT Specialist (Customer Support)

Washington, D.C
Feb 23, 2021
Feb 24, 2021
Full Time


This announcement is open to current Career or Career-Conditional EEOC employees.

As a IT Specialist (Customer Support) at the GS-2210-11, you will be part of OFF OF INFO TECHNOLOGY, Equal Employment Opportunity Commission. The incumbent serves as an Information Technology Specialist in support of the Agency's IT Program.
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  • Evaluates, proposes and implements new hardware and software technologies. Stays up to date on emerging hardware peripheral technologies and proposes new technologies to address current or potential end user issues.
  • Coordinates between OIT staff and other staff in EEOC offices (HQ, District, Field, Local and Area offices) to determine hardware and software needs.
  • Develops justifications for IT requirements for EEOC offices. This includes assessing business/user needs, researching available tools to determine suitability as an IT solution to address those needs, and identifying potential compatibility issues.
  • Assesses and makes recommendations to management officials on optimal utilization of IT resources. This includes desktop and laptop personal computers, specialized software, accessibility hardware and/or software solutions, and other components.
  • Serves as the primary liaison with OIT, OFP reporting offices and contractors on IT equipment installation, maintenance and upgrades.
  • Instructs users on the proper operation of desktop and laptop PCs, as well as the agency's standard PC software suite, awareness of the agency's IT security policies and practices, and on how to properly access agency network resources remotely.
  • Carries out assigned tasks, communicates and coordinates these tasks with other team members, and ensures quality and timeliness of the team's work products.

Travel Required

Not required

Supervisory status

Promotion Potential


Conditions of Employment

  • Must be a U.S. Citizen or National
  • Males born after 12-31-59 must be registered for Selective Service
  • Suitable for Federal employment, determined by a background investigation
  • May be required to successfully complete a probationary period


IT-related experience; experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Experience must have demonstrated each of the four competencies listed below.
  • Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
  • Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
  • Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
  • GS-11

    Ph.D. or equivalent, or 3 years of progressively higher-level graduate education in computer science, engineering, information science, or information systems management leading to such a degree.


    For the GS-11: You must possess one year of specialized experience equivalent to the GS-9 level in federal service. Specialized experience includes experience overseeing the implementation of new system hardware and software and developing operating procedures; serving as an expert and advisor in diagnosing and resolving computer related problems in response to customer related incidents; and providing customer support for problem solving, integrating and managing functional operations of multiple computer systems, software packages, networks and applications programs.

    Merit promotion applicants must meet time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-9 level is required to meet the time-in-grade requirements for the GS- 11 level.

    You must meet all qualification and eligibility requirements by the closing date of this announcement.

    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, 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.


    Additional information

    Relocation expenses will not be paid.

    This job opportunity announcement may be used to fill additional similar vacancies across EEOC.

    If you are unable to apply online or need to fax a document that you do not have in electronic form, please contact the HR Specialist listed in this vacancy.

    All employees of the Federal government are subject to the conflict of interest statutes and regulations including the Standards of Ethical Conduct that govern activities with outside organizations and reporting financial holdings. This position may require the incumbent to complete a confidential financial disclosure report within 30 days of appointment.

    How You Will Be Evaluated

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

    Once the application process is complete, your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. Applicants who meet minimum qualification requirements will be certified for further consideration. 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 qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

    • Computers and Electronics
    • Customer Service
    • Technical Competence

    All qualified Non Competitive applicants and the best qualified Merit Promotion applicants will be referred to the hiring manager for consideration.

    Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 85 or above based on the competencies listed above; and 3) submit the appropriate documentation to support your CTAP eligibility. For more information visit:

    Background checks and security clearance

    Security clearance

    Drug test required

    Position sensitivity and risk
    Non-sensitive (NS)/Low Risk

    Trust determination process

    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:
  • Your Resume showing work schedule, hours worked per week, dates of employment and duties performed.
  • Most recent Performance Appraisal required.
  • Other supporting documents:
    • Cover Letter, optional
    • College Transcripts
    • Your most recent Promotion, Within Rate Increase (WRI/WGI), or Appointment/Conversion SF-50 or Notification of Personnel Action showing you are in the competitive service and the highest grade or promotion potential held.
    • Career Transition Assistance Program documentation, if applicable
  • Failure to submit any of the above mentioned required documents will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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