End User Operations Specialist

This permanent position is hybrid telework-eligible. It is not eligible for 100% distant/remote telework. The position is in the End User Operations Section of the IT End User Services Division, IT Partner Engagement, a directorate within the Office of the Chief Information Officer.

The incumbent is responsible for managing and executing end user support tasks. The tasks demand interpreting and applying IT policies, standards, and requirements, as well as adapting and modifying existing methods and approaches to meet specific needs. Independently implements recommendations or work as part of a team, providing expert advice and guidance on a wide range of intricate IT issues.

The incumbent is also tasked with evaluating and recommending new or enhanced approaches for delivering IT services, ensuring they align with customer needs and organizational goals. Incumbent analyzes and recommends solutions to resolve complex issues that arise from responding to customer requests and requirements, often requiring in-depth troubleshooting and problem-solving skills, especially at the Tier 3 level. The role involves taking on higher-level responsibilities, including handling escalated or advanced technical issues that demand a deep understanding of IT systems and advanced solutions.

Work with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations. Knows about available products and services within the agency. Displays commitment to providing quality products and services.

The incumbent supports enterprise initiatives and provides operational support for Library events (National Book Festival, New Member Seminar, American Library Association Conference, etc.). Occasional travel may be required. We are seeking a skilled End User Operations Specialist to join our End User Operations section.

This role requires an experienced professional who can handle complex workstation management tasks including configuration management, vulnerability remediation, security hardening, and advanced troubleshooting. The successful candidate will be responsible for maintaining enterprise workstation environments through automated deployment, patch management, and comprehensive endpoint support. The candidate should possess excellent analytical and problem-solving abilities.

KEY RESPONSIBILITIES: Configuration Management & Deployment: Design, implement, and maintain workstation configuration management solutions using scripting languages and/or Commercial Off-The-Shelf (COTS) products Build and deploy standardized workstation images and software packages across enterprise environments Manage automated patch deployment systems and monitor patch compliance Maintain and update configuration baselines to ensure consistent system states Security & Vulnerability Management: Identify, assess, and remediate workstation vulnerabilities affecting base operating systems Address security issues in third-party software and system configurations Implement and troubleshoot security hardening baselines for workstation endpoints Ensure compliance with organizational security policies and industry standards Advanced Technical Support: Perform comprehensive end-to-end troubleshooting of complex workstation issues Diagnose problems across operating systems, application configurations, and network connectivity Collect, analyze, and interpret system logs and diagnostic data Escalate issues when necessary and provide detailed documentation of findings and resolutions ESSENTIAL SKILLS: Excellent analytical and problem-solving abilities Strong attention to detail and documentation skills Ability to work independently and manage multiple priorities Effective communication skills for technical and non-technical audiences Commitment to continuous learning and staying current with technology trends The position description number for this position is 465431. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. The incumbent of this position will work a compflex; or flexitime; or maxiflexwork schedule.

This is a non-supervisory, bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement. Performs various other related duties as assigned.

Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past or current drug use and activities (e.g., selling or distributing) may deem you ineligible for employment.

The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview.

Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview.

The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection.

You may preview questions for this vacancy.

Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid at step one of the grade. The Library of Congress is an equal opportunity employer.

Applicants must submit a complete application package that is received by the closing date of this announcement. Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation. For more information, please see: Vetting Process This agency provides reasonable accommodation to applicants with disabilities.

If you need a reasonable accommodation for any part of the application and hiring process, please email [email protected]. The decision on granting reasonable accommodation will be determined on a case-by-case basis. Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position.

The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. Certification from health care providers are not accepted.

For more information contact the Library's Office of Equal Employment Opportunity at 202-707-6024 or email [email protected]. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM. The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government.

As such, all positions are in the excepted service. The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement. Initial permanent appointments to the Library of Congress require completion of a one-year probationary period.

Probationary periods served at other Federal agencies do not count toward this requirement. The Library of Congress may offer repayment for all or part of federally insured student loans. However, not all service units within the Library of Congress participates in the repayment of federally insured student loans.

Therefore, determination to repay a federally insured student loan is subject to approval by the appropriate service unit. A “Not to Exceed" (NTE) status is used to identify an appointment with a specific ending date. However, the Library has the right to separate a NTE employee at any time due to either performance issues or budget constraints.

Are you a veteran? Please indicate the type of veterans' preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214.

Those applying for 10-point preference must fill out an SF-15 (click here for the form) and provide the required documentation listed on the back of the form. If required supporting documentation is not attached, Veterans' Preference will not be considered in the application process.

Please carefully follow all instructions under the How to Apply tab to ensure you are considered for the position. Please note, there is no page restriction to your resume, and you are allowed to upload a resume longer than two pages in the resume section within the application process. When the application system prompts, please proceed to the agency site to complete your application. You are required to apply online for this announcement. We are unable to accept mailed or emailed documents.

You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps. Step 1: If you do not already have one, create a resume and upload it to your profile in the "Resume" section. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress. Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step

4.

You may wish to customize your resume to ensure that it supports your responses to these questions. Step 3: Click on the "APPLY ONLINE" button to the right of this announcement.

Follow USAJOBS' instructions to access your account.

You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment.

You will be able to update this information and save it to our account for future announcements. Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly. Step 5: Hiring Management offers one option that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.

You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS. IMPORTANT

NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer. If you try uploading them individually, only the last one sent will be visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.

Step 6: Click on "Finish" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account.

Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable.

Failure to do so will result in your application being excluded from consideration for this announcement. If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact [email protected] , no later than 4:00pm EST of the Closing Date.

REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.

Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent). Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs.

The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity at 202-707-6024 or email [email protected].

FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.