Summary This position serves as IT Specialist (Customer Support) in the Office of the Chief Information Officer (OClO). The Office of the Chief Information Officer (OCIO) is a customer service organization dedicated to providing information technology (IT) solutions and leadership to advance DOL's mission. To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO This position is inside the bargaining unit. Responsibilities Major duties include, but are not limited to: Maintain a broad and specialized knowledge of IT principles, concepts, and methods. Provide expertise and advice during the development of IT solutions, services and products. Facilitate understanding and supports meetings between and with DOL customers and 3rd party service vendors. Implement, evaluate, monitor and plan work assignments that support OCIO Directorate mission and goals. Participate in deliberations and decisions relative to IT service, system and product effectiveness, planning, resource utilization, operations, and organizational structure. Coordinate, develop, evaluate and provide status reports on IT strategic and tactical plans, which impact budget, management, policy development, and procurement processes. Examine current areas of IT application, identifies and coordinates future needs and develops appropriate courses of action to address gaps in performance. Develop project management plans, cost/benefit analysis, budgets and spending plans, work breakdown structures, resource plans and acquisition/procurement plans. Perform other duties as assigned. Requirements Conditions of Employment Qualifications You must meet the Basic Requirements and the Specialized Experience to qualify for IT Specialist (Customer Support), as described below. Applicants must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-12 in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Qualifying specialized experience for GS-13 includes: Resolving complex end-user technical issues through collaboration with IT teams, while providing guidance, leadership, and mentorship to ensure effective troubleshooting and operational consistency across the service desk. Managing complex IT projects with a focus on stakeholder engagement, timelines, resources, and communication, ensuring timely delivery in alignment with federal IT policies, cybersecurity standards, and industry best practices. Leading initiatives to improve service desk quality and timeliness by developing innovative strategies to reduce resolution times and enhance user satisfaction, leveraging expert knowledge of ITSM platforms (preferably ServiceNow) to analyze data and metrics, identify improvement areas, and present strategic recommendations to management for impactful decision-making. Education Additional Information If the duty location is outside the Washington, D.C. metropolitan area, the position will be included in the NCFLL bargaining unit. The mission of the Department of Labor (DOL) is to protect the welfare of workers and job seekers, improve working conditions, expand high-quality employment opportunities, and assure work-related benefits and rights for all workers. As such, the Department is committed to fostering a workplace and workforce that promote equal employment opportunity, reflects the diversity of the people we seek to serve, and models a culture of respect, equity, inclusion, and accessibility where every employee feels heard, supported, and empowered. Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATION, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEES As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION Click here for Telework Position Information This is not a remote work position. The selectee will report to an assigned DOL office location on a regular basis and is eligible for participation in telework as determined by management in accordance with DOL policy. Based on agency needs, additional positions may be filled using this vacancy. The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Click here for Additional Information. The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act. Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions. All Department of Labor employees are subject to the provisions of the Drug-Free Workplace Program under Executive Order 12564 and Public Law 100-71.