Information Technology Specialist(Customer Support)
What you'd do
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. We offer excellent work-life flexibilities. 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 Office.
Major duties
If you are selected as a Information Technology Specialist(Customer Support), your responsibilities would include, but would not be limited to: Performing detailed product comparisons, feasibility assessments, cost-benefit analyses, and performance/compatibility testing to determine optimal solutions for enterprise deployment. Leading in-depth investigations and technical evaluations of workstation hardware, software applications, active directory objects, and telecommunications equipment to ensure seamless compatibility with existing network infrastructure and alignment with evolving customer program requirements. Maintaining ongoing communication with customer organization leadership to stay informed of shifts in mission objectives, operational changes, and upcoming initiatives. Operating in an advisory capacity, synthesizing findings and presenting clear, data driven recommendations to ITD management. Utilizing advanced, structured problem-solving methodologies-such as root cause analysis, incident pattern recognition, and system performance diagnostics to effectively resolve critical issues and prevent recurrence. Serving as the principal technical liaison and subject matter expert, collaborating closely with network engineers, application developers, systems administrators, and cybersecurity professionals to drive resolution of persistent and complex technical challenges. Implementing service adjustments based on changing user requirements, technological advancements, and organizational priorities. Utilizing advanced, structured problem-solving methodologies-such as root cause analysis, incident pattern recognition, and system performance diagnostics-to effectively resolve critical issues and prevent recurrence. Collaborating with infrastructure protection teams and other key stakeholders to plan and coordinate integrated responses to large-scale or high-impact technical issues, ensuring minimal disruption to operations. Developing and disseminating technical bulletins to proactively inform customers of known issues, providing clear instructions for corrective action and preventive measures.
What you need to qualify
Probationary Information: As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period OR 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: -Your performance and conduct. - The needs and interests of the agency; - Whether your continued employment would advance organizational goals of the agency or the Government; and - Whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period OR trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Specialized Experience: To qualify for this position at the GS-13 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public or 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: Resolve complex hardware, software, network, mobile device, and enterprise application issues using advanced troubleshooting techniques. Perform root cause analysis to identify underlying issues, implement corrective actions, and prevent recurring incidents. Analyze system logs, diagnostic data, and performance metrics to isolate technical issues and improve system performance and reliability. Apply IT Service Management (ITSM) principles to manage incidents, problems, service requests, and changes while meeting established Service Level Agreements (SLAs). Lead continuous improvement initiatives by identifying trends, improving processes, developing guidance, and enhancing customer support and service delivery Deliver expert technical guidance, mentoring, and training to improve team performance, technical knowledge, and customer support. 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).
Before you apply
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