IT Specialist (CUSTSPT)

This role supports the Office of the Chief Information Officer (OCIO) by serving on the Enterprise Service Desk (ESD), providing multi-channel IT customer assistance, troubleshooting issues related to hardware, software, network services, and user access, and contributing to service management activities such as asset tracking, knowledge updates, project support, and ensuring compliance with federal cybersecurity and accessibility requirements. The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Relocation Expenses, Recruitment Incentives, Superior Qualifications and Special Needs Pay-Setting Authority may be negotiable.

Click here for Additional Information. Major duties include but are not limited to: Serve as a technical resource for the ESD, providing advanced end-user support across multiple channels, including phone, email, chat, walk-ins, and self-service systems. Receive and resolve escalated incidents, applying independent judgment to diagnose and remediate complex hardware, software, network, and access-related issues.

Utilize the IT Service Management (ITSM) platform to log, categorize, prioritize, assign, and resolve incidents and service requests in accordance with OCIO policies and procedures and IT Infrastructure Library (ITIL) based processes. Administer user accounts and access controls across multiple platforms. Maintain accurate records in the IT asset management system for hardware, software, and peripherals.

Participate as a contributing team member on IT projects, supporting project activities throughout their lifecycle. Draft statements of work, conducts market research, prepares cost estimates, and assists with monitoring contractor performance for quality and timeliness. Track and report on service desk resource utilization, including equipment, software licenses, and support trends, to provide accurate data that informs IT budget planning and procurement decisions.

Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service. If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum coursework requirements for this position.

Click Evaluation of Foreign Education for more information.

Your evaluation will be based on how well you meet the qualifications outlined in this vacancy announcement, as demonstrated through your resume and supporting documentation.

Click Application of Veterans Preference for more information.

You may preview application questions for this vacancy here: https://apply.usastaffing.gov/ViewQuestionnaire/12998271 If you meet the minimum qualifications, you will be evaluated against the evaluation factors below and will be placed into a category based on your vacancy question responses. Category A - Meets the basic qualification requirements for the vacancy and has successful experience in the same or similar job that has demonstrated superior proficiency in applying critical competencies required by this position to work of increased levels of difficulty and complexity. Category B - Meets the basic qualification requirements for the vacancy and demonstrates satisfactory proficiency in the critical competencies required by this position.

Category C - Meets the specialized experience described in the minimum qualification requirements section of this announcement and demonstrates proficiency in the basic competencies.

Click here for Evaluation details. USA Hire You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies.

You must meet or exceed the cut score to be considered.

You will not be considered for the position if you score below the cut score or fail to complete the assessment. The information you provide may be verified by a review of your paid, unpaid, volunteer, as it demonstrates the competencies or skills required for the position to be filled.

Your evaluation may include an interview, reference checks, or other assessment conducted by HR specialists, subject matter experts, or panel members and may include other assessment tools (ex. interview, structured interview, written test, work sample, etc.). INFORMATION FOR ICTAP/CTAP ELIGIBLE(S) ONLY: If you are eligible for special priority selection under ICTAP/CTAP, you must be well-qualified for the position to receive consideration. ICTAP/CTAP eligible(s) who are Category B or higher will be considered well-qualified.

Be sure to review the eligibility questions to reflect that you are applying as an ICTAP or CTAP eligible and submit supporting documentation.

Applicants must meet all legal and regulatory requirements. Reference the Required Documents section for additional requirements. 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.

Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATIONS, 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 For more information, click 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 for more information on Pay, Leave, and Workforce Flexibilities. 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.

Persons who are deaf, hard of hearing, blind, or have speech disabilities, please dial 711 to access telecommunications relay services. To apply for this position, you must complete the initial online application, including submission of the required documentation specified in the Required Documents section. Application Limits: Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time on the date the application limit was reached or the vacancy closing date, whichever occurs first, to receive consideration.

Important - Save your information before the 30-minute system timeout! For help, go to the USAJOBS Help Center. STEP 1 - Create USAJOBS Account on www.usajobs.gov, including Resume and Saved Documents.

For each employment period, include start/end month & year and note full-time or part-time (if part-time, include # of hours worked per week) otherwise, your application may be considered incomplete.

NOTE: In alignment with the Presidential Memorandum titled Merit Hiring Plan, dated May 29, 2025, applicants may only submit a resume limited to two (2) pages. Only the résumé uploaded under the 'Resume" document type in USAJOBS will be reviewed. If the resume submitted exceeds two (2) pages, the application will be deemed ineligible for further consideration.

STEP 2 - Complete the 1st part of the application process (USAJOBS). Once you have identified a job on USAJOBS that you wish to apply for, click on the job title and then click the Apply button. For questions about the vacancy, contact the Agency Contact at the bottom of the announcement.

Proceed through the steps noted at the top of the USAJOBS page.

You will be able to select a resume and documents from your USAJOBS Account that you can submit as a package as part of your DOL application. In the final step, once you have certified your application, click the Continue to agency site button. STEP 3 - Complete the 2nd part of the application process (DOL).

On the Department of Labor (DOL) page, create a DOL Account if you have not already and click Apply to this vacancy. Continue through the progress steps at the top of the DOL page. The 2nd progress step is where you answer the vacancy-specific questions.

The 3rd progress step Documents is where you submit the required documents (only if applicable to you) specified in the Required Documents section of this vacancy. STEP 4 - On the Review and Submit step, verify each section of your application is complete and correct. In order to submit your application, you must have a check mark next to each section listed.

If there is an X, return to the appropriate section and follow the prompts. When it is ready for submission, certify your application and click the Submit Application button. STEP 5 - Edit Application by returning to USAJOBS, clicking the vacancy then Update Application.

If the vacancy closes on the date the application limit is reached, applicants will no longer be able to edit their applications. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email.

The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link.

Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments.

You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside about 2 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.

Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. For more detailed information on applying for positions with DOL click here to view the U.S. Department of Labor, How to Apply website.

The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date. Resumes: Required and applicants must provide a resume either by creating one in USAJOBS or uploading one from your profile. To receive full consideration for relevant and specialized experience, please list the month, year, and number of work hours worked for the experience listed on your resume.

We also suggest that you preview the vacancy questions and confirm that your resume supports your question responses. Veterans Documents (if applicable): To be considered as a 5-point (TP) preference eligible, you must submit a copy of your DD214, Certificate of Release or Discharge from Active Duty.

Your DD 214 must show the type of discharge and dates of active duty. To claim 10-point (CP/CPS, XP) preference, you must submit a copy of your DD214 and the proof of entitlement of this preference, which is normally an official statement, dated 1991 or later, from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. In addition, a Standard Form (SF-15) should be included, but is not required. (For active-duty service members expecting honorable or general discharge or release within 120 days, click Tentative Preference for Active Duty).

For more information, go to Feds Hire Vets - Veterans Preference. Displaced Employee Placement Documents: Only required if requesting priority consideration under CTAP or ICTAP eligibility. Unofficial Transcript(s) (in English) - If you are using education as a basis for qualifying for this position, you must submit all applicable academic transcripts demonstrating that you meet the qualifying educational requirements (ex.

BA/BS, MA, JD, PhD, etc.). If specific coursework is required to qualify, you must supply an unofficial transcript from each academic institution in which the required courses were taken in order to receive credit.

You may upload your unofficial transcript(s) as one document with a maximum size limit of 5 MB.

NOTE: The OFFICIAL Transcript(s) MUST BE RECEIVED if you are selected, and prior to receiving the firm offer with a start date. Cover Letters are not mandatory and will not be used to verify experience but may be submitted. Do not upload password-protected documents.

Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship, and the E-Verify system will be used to confirm the employment eligibility of all new hires. As a condition of employment for accepting this position, you may be required to serve a 1 year probationary 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 your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.