Information Technology Specialist (Customer Support)

Serve as the technical authority for the IT Asset Management (ITAM) program, developing, implementing, and enforcing policies and strategic plans for the entire lifecycle of IT hardware assets.

Act as the program manager for the Headquarters ITAM system, leading modernization efforts to migrate legacy applications to modern platforms.

Develop advanced Power BI dashboards and reporting tools to provide senior leadership with actionable insights into asset utilization, lifecycle status, and audit readiness.

Ensure seamless integration with the Configuration Management Database (CMDB) and other IT Service Management (ITSM) platforms.

Oversee all aspects of inventory control for thousands of IT assets, including 100% cyclical inventories, receipt, barcoding, and the secure sanitization and disposition of end-of-life equipment in accordance with DoD and IC directives.

Coordinate with a wide range of internal and external stakeholders, including procurement, cybersecurity, and vendors, to synchronize IT supply chain operations and deliver comprehensive training on asset management systems and policies.

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

See Proof of Eligibility for an extensive list of document requirements for all employment authorities. 10-Point Other Veterans’ Rating 5-Point Veterans' Preference Disabled Veteran w/ a Service-Connected Disability, More than 10%, Less than 30% United States Citizen Applying to a DCIPS Position Army DCIPS positions apply Veteran's Preference to preference eligible candidates as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 2005, DCIPS Employment and Placement.

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social).

You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

Basic Requirement for Information Technology Specialist (Customer Support): Specialized and Other Experience: Specialized Experience: One year of specialized experience which includes: Performing IT asset management (ITAM) duties within an enterprise environment to include using automated asset tracking systems to manage the lifecycle of IT hardware, participating in physical inventories, and ensuring data accuracy; and Assisting in developing and implementing IT asset management policies or procedures; and Applying ITAM policies for the receipt, tracking, and disposal of equipment and resolve inventory discrepancies.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS/GG-12).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Examples of IT-related experience demonstrating this competency include: leading others by setting the standards for the quality of work, even in the most difficult and/or high pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards.

(2) 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.

Examples of IT-related experience demonstrating this competency include: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the team's work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support.

(3) 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.

Examples of IT-related experience demonstrating this competency include: clearly explaining and defending complex ideas, appropriately adapting to each audience's level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement.

(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Examples of IT-related experience demonstrating this competency include: providing precedent setting solutions to unique problems not previously encountered; helping team make decisions which are complicated by the number and nature of existing policy, guidelines, and organizational goals; identifying the root causes of problems; developing systemic solutions to address them and prevent them from reoccurring.