Information Technology Specialist (Customer Support)

Summary

Duties

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Serving as a Information Technology Specialist (Customer Support) GS-2210-13 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission. This position is located in the Enterprise IT Services Division (ITS) under the Chief Information Officer Directorate (CIO) in Glynco, GA.

The primary purpose of this position is senior Information Technology Specialist (Customer Support) with a primary focus on enterprise-wide IT customer support services and processes rather than site specific Training Delivery Point (TDP) operations.

Typical duties include:

• Serve as the enterprise SME for IT customer support, including service desk operations, end-user device support, and collaboration and endpoint services across multiple TDPs.
• Develop, standardize, and maintain enterprise customer support policies, procedures, runbooks, knowledge articles, escalation paths, and service catalog entries.
• Coordinate with TDP IT leads, service owners, infrastructure teams, vendors, and stakeholders to align local support practices with enterprise standards and resolve complex cross-site issues.
• Provide technical guidance, mentoring, and enterprise escalation support to customer support personnel on complex issues, standards, and recommended practices.
• Support the design, implementation, documentation, and continuous refinement of ITSM processes, including incident, request, problem, change, and knowledge management.
• Analyze support data, service-level measures, KPIs, customer satisfaction results, and incident trends to identify systemic issues and recommend process, tool, training, automation, and self-service improvements.
• Provide COR/ACOR and project support for enterprise customer support and ITSM contracts and initiatives, including reviewing technical deliverables, maintaining contract documentation, monitoring contractor performance, and reporting project status, risks, and corrective actions.

View common definitions of terms found in this announcement: Common Definitions.

Requirements

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Conditions of employment

• You must be a U.S. citizen to apply for this position.
• Males born after 12/31/1959 must be registered for Selective Service.
• You must successfully pass a background investigation.
• Current and former federal employees within the General Schedule (GS) must meet the time-in-grade requirements outlined in the "Qualifications" section of this announcement.
• Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Union (NTEU).
• Must possess and maintain a valid state issued driver's license to conduct official government business.
• You will need to set up direct deposit so we can pay you.
• Complete the initial online assessment and USAHire Assessment, if required.
• This position is eligible for situational-only telework based on agency policy. THIS IS NOT A REMOTE POSITION.
• Occasional travel may be required.
• Overtime may be required.
• This position is Emergency Essential and required to sustain FLETC's operations under all conditions, e.g., in the event of a localized emergency situation, such as inclement weather, interruptions to power, dismissal or closure of DHS operations.
• Required to complete an OGE 450, Confidential Financial Disclosure Report, within 30 days of starting your federal employment and annually thereafter as long as you occupy a position that requires financial disclosure reporting.
• Must possess Federal Acquisition Certification - Contracting Officer Representative (FAC COR) Level III certification; or have the requisite training/experience to obtain and maintain certification.

Qualifications

A resume must be no more than two pages. If an applicant's resume exceeds two pages, the USAJOBS database will not allow the application to be submitted. For additional assistance, please visit: USAJOBS Help Center - Update your resume now so it meets new resume requirements

This position has a Selective Placement Factor (SPF). The SPF for this position is: Must possess the Federal Acquisition Certification Contracting Officer Representative (FAC COR) Level III certification; or have the requisite training/experience to obtain and maintain certification.

Specialized Experience:

You qualify for the GS-13 grade level if you possess one year of specialized experience, equivalent to the GS-12 grade level in the Federal government. Specialized experience includes performing enterprise IT customer-support and service-management functions in a multi-site environment, your experience must show all of the following:

1. 1. Providing senior-level technical support for service desk, end-user computing, endpoint, collaboration, and audiovisual or multimedia services.
2. 2. Coordinating customer-support services with field sites, IT teams, service owners, vendors, and other stakeholders to ensure consistent enterprise service delivery.
3. 3. Developing and maintaining customer-support procedures, runbooks, troubleshooting guides, knowledge articles, and escalation processes.
4. 4. Applying ITSM or ITIL practices for incident, request, problem, change, and knowledge management.
5. 5. Using service metrics, reports, and dashboards to assess service performance, ticket trends, customer satisfaction, and endpoint compliance.
6. 6. Supporting IT projects, contracts, vendor performance, technical requirements, or COR/ACOR responsibilities when delegated.
7. 7. Working with mission and IT stakeholders to balance customer needs, technical standards, cost, schedule, and operational risk.

Substitution of education in lieu of specialized experience may not be used for this grade level.

All qualifications and eligibility requirements must be met by the closing date of the announcement.

Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service by the closing of this announcement.

Note: Current or former Federal employees MUST submit a copy of their SF-50 Form which shows competitive service appointment ("position occupied" block 34 on the SF-50 should show a "1"), tenure group (block 24 should show a 1 or 2), grade, and salary. If you are applying for a higher grade, please provide the SF-50 Form which shows the length of time you have been in your current/highest grade (examples of appropriate SF-50s include promotions, With-in Grade/Range Increases, and SF-50s dated a year apart within the same grade/job). If you have promotion potential in your current position, please provide proof. Employees applying with an interchange agreement must provide proof of their permanent appointment. IF YOU DO NOT SUBMIT ALL OF THE REQUIRED DOCUMENTATION, YOU WILL NOT RECEIVE CONSIDERATION AS A STATUS CANDIDATE.

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.

Education

Not Applicable

Additional information

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

Background Investigation: To ensure the accomplishment of our mission, FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Secret as a condition of placement in this position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs.

Physical Demands:

The work is primarily sedentary, performed while seated at a desk or workstation. Some work may require walking and standing in conjunction with travel and attending meetings and conferences away from the worksite. Some work may involve lifting or carrying items, such as office materials, books, computers, and IT equipment, weighing up to 50 pounds or similar items. The position may be required to drive a government owned or government leased vehicle to perform duties at locations on and offsite.

Work Environment:

The majority of the work is performed in an office setting. The position must be able to make site visits to on-site and off-site locations. The position spends time in private or public transportation in conjunction with travel to meetings and visits to other government offices or contractor facilities. Working hours are within the typical workday; however, significant and non-major IT projects or enterprise changes may require overtime or weekend support. The work area involves everyday risks or discomforts that require standard safety precautions. Temperatures in computer and network communications facilities are controlled to accommodate the hardware and may necessitate exposure to cooler or warmer conditions.

An incentive maybe authorized.

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