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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. Responsibilities 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. Requirements Conditions of Employment 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). Education There are no education requirements for this position. Additional Information DOJ EEO Statement/Policy: http://www.justice.gov/jmd/eeos/08-eeo-policy.pdfAs the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service. Reasonable Accommodation (RA) Requests: This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the person listed on the announcement. The decision on granting reasonable accommodation will be on a case-by-case basis. Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Additional information is found at: www.sss.gov.??????? Schedule A: DOJ welcomes and encourages applications from persons with disabilities and is firmly committed to satisfying its affirmative obligations under the Rehabilitation Act of 1973 to ensure that persons with disabilities have every opportunity to be hired and advanced on the basis of merit within the Department. DOJ also encourages eligible Schedule A applicants to submit their resumes. You must include a Schedule A letter from a physician, local, state or federal rehabilitation office citing your eligibility under 5 CFR 213.3102 (u). Military Spouse Appointing Authority : You MUST submit verification of the marriage to the service member (i.e., a marriage license or other legal documentation