Supervisory Information Technology Specialist ( Customer Support)

Supervisory Information Technology Specialist ( Customer Support)

Department: Department of Justice

Location(s): Washington, District of Columbia

Salary Range: $143913 - $187093 Per Year

Job Summary: The 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 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.

Major Duties:

• As a Supervisory Information Technology Specialist (Customer Support) at the GS-2210- 14 you will be responsible for, but not limited to: 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.

Qualifications: 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. (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: 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. 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).

How to Apply: The complete Application Package must be submitted by 11:59 PM (EST) on 01/05/2026 to receive consideration. Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: To begin the application process, click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed. To verify the status of your application both during and after the announcement open period, log into your USAJOBS account at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Application Deadline: 2026-01-05