IT Specialist (Customer Service)

IT Specialist (Customer Service)

Department: Other Agencies and Independent Organizations

Location(s): Washington, District of Columbia

Salary Range: $102415 - $158322 Per Year

Job Summary: The Postal Regulatory Commission's Office of Secretary and Administration (OSA) has an exciting employment opportunity for a highly motivated IT Specialist (Customer Service). This position has a probationary period of 1 year.

Major Duties:

• The IT Specialist (Customer Service) plays a critical role within the Commission's Help Desk team, ensuring the efficient and effective functioning of the IT environment. This position is responsible for providing advanced technical support and troubleshooting assistance to end-users, resolving complex technical issues related to hardware, software, and network systems. Due to the Commission's small size, the incumbent is expected to deliver high-quality, responsive IT support to internal users across the organization. Service Desk Support Serve as the primary point of contact for end-users seeking technical assistance via phone, email, chat, or in-person. Provide timely and professional customer service, responding to service requests and incidents in accordance with established service level agreements (SLAs). Perform initial triage, troubleshooting, and resolution of IT incidents and service requests using standard procedures, knowledge base articles, and diagnostic tools. Escalate and coordinate unresolved or complex issues to appropriate IT team members or vendors as needed. Assist end-users with routine IT tasks, including device setup, imaging, software installations, and printer configurations. Ensure accountability and tracking of IT assets, including mobile devices and software licenses. Perform root cause analysis for recurring issues and implement preventive measures. Audio/Visual and Conference Room Support Provide hands-on technical support for conference room technology, including Crestron control systems and Microsoft Teams Rooms (MTR) audio/video conferencing solutions. Provide real-time support during conference room meetings as needed. Configure, support, and troubleshoot AV components such as displays, microphones, cameras, speakers, and room control interfaces. Support Microsoft Teams Rooms systems, including room accounts, scheduling panels, conferencing peripherals, and meeting integrations. Diagnose and resolve issues related to audio quality, video performance, device connectivity, and system integration. Perform routine checks, updates, and preventive maintenance to ensure conference room systems are fully operational and reliable. Coordinate with vendors and Commission's facilities department for AV system maintenance, upgrades, and issue resolution as needed. Systems Support and Operations Support new user onboarding and offboarding, including account setup, device provisioning, access configuration, and initial user orientation. Manage IT equipment inventory and lifecycle, including asset tracking, audits, and maintaining accurate records of hardware assignments. Perform computer imaging, deployment, and refresh, ensuring standardized configurations and compliance with agency policies. Perform system installations, upgrades, configurations, and patching in accordance with established procedures and agency standards. Document all support activities, including troubleshooting steps, resolutions, and system configurations within the ticketing system. Contribute to the development and maintenance of knowledge base articles, user guides, and technical documentation. Communicate effectively with end-users, colleagues, and leadership regarding issue status, resolutions, and recommendations. Support compliance with federal IT standards, security controls, and best operational practices.

Qualifications: Your qualifications will be evaluated based on your level of knowledge, skills, abilities and/or competencies in the following areas: Bachelor's degree in information technology, Computer Science, or related field, or equivalent combination of education and experience. Minimum of 5 years of experience in IT support or service desk environments. Strong knowledge of IT hardware, operating systems, Microsoft 365, and enterprise applications. Experience with help desk ticketing systems, remote support tools, and diagnostic utilities. Experience supporting Crestron AV systems and Microsoft Teams Rooms (MTR). Familiarity with enterprise AV systems, conferencing technologies, and room automation preferred. Strong analytical, problem-solving, and task prioritization skills. Excellent communication and interpersonal skills. Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications preferred. Knowledge of federal IT policies, standards, and security requirements preferred.

How to Apply: Applicants must apply through the online application system USAJOBS.gov. Follow the prompts to register, answer the application questionnaire and assessment, and submit all required documents. If you already have a USAJOBS account, click "Apply Online" and follow the prompts to attach any additional documents that may be required. This vacancy announcement will be open from May 1, 2026, through May 15, 2026. Complete application packages must be submitted at the time that you apply to receive consideration. Additional documents will not be accepted after the vacancy closes.

Application Deadline: 2026-05-15