USAJOBS · 1 week ago
Supervisory Information Technology Specialist ( Customer Support)
Washington, District of Columbia, USA
Full-time
Onsite
Mid, Senior Level
$144K/yr - $187K/yr
1+ years expThe Office of the Inspector General is one of the best places to work in the Department of Justice and is one of the premier inspector general offices in the federal government. The OIG's IT Division offers advanced and entry-level opportunities to Software Application Developers, Cloud and Network Engineers, Security Specialists, Project Managers and Customer Support Technicians. This posting is to fill a position at the OIG Customer Support division.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
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-14 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public/ private sector
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
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Company
USAJOBS
USAJOBS enables federal job seekers to access job opportunities across hundreds of federal agencies and organizations.
10001+ employees
Funding
Current Stage
Late StageRecent News
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