Information Technology Specialist; Customer Support

Summary

Organizational

Location:

This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of Information and Technology, Field Support Directorate, Technology Service Desk, located in Ashburn, Virginia. Additional selections may be made beyond the total number of vacancies specified using this vacancy announcement. Further selections may also be made for additional organizational divisions and/or units within the duty location(s) listed above.

In this Information and Technology Specialist position, you will serve as a Field Technology Officer in the Field Support Directorate (FSD) within the Office of Information and Technology (OIT), Enterprise Service (ES) where you will be part of a technical team(s) who implement complex technological solutions and maintain operational availability. This position starts at a salary of $ (GS‑12, Step
1) to $ (GS‑12, Step 10). GS Salary:
Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position. Please visit this link to view special pay rate charts.

Typical work assignments include:

• Diagnosing and resolving problems in response to customer reported incidents.
• Ensuring rigorous application of information security and information assurance policies, principles, and practices when delivering customer support services.
• Researching, evaluating, and providing feedback on problematic trends in customer support requirements.
• Developing and maintaining problem tracking and resolution documentation for IT Systems.
• Managing CBPs Airwatch Derived PIV credentials effort to maintain security standards.

You must be a U.S. Citizen to apply for this position. Males born after 12/31/1959 must be registered with Selective Service. Primary U.S. residency for at least three of the last five years (additional details below). All pre‑employment processes will be conducted in English. You may be required to pass a background investigation. CBP follows the DHS Drug‑Free Workplace Plan for drug testing procedures.

As an employee of CBP, you will be joining a workforce that is dedicated to accomplishing our mission while maintaining the trust of our Nation by strictly adhering to all government ethics standards. Your conduct will be subject to the ethics rules applicable to all Executive Branch employees, and to CBP employees specifically, as well as the criminal conflict of interest statutes.

Once you enter on duty, these rules include obtaining approval for outside employment or business activity, to ensure such employment or business activity is not prohibited and does not interfere or conflict with performance of your official duties. Please review further details via the following link. DHS uses E‑Verify, an internet‑based system, to confirm the eligibility of all newly hired employees to work in the United States.

Learn more about E‑Verify including your rights and responsibilities. Bargaining Unit:
This is a bargaining unit covered position, represented under the National Treasury Employees Unions - NTEU. For local chapter contact information see Chapter Websites - National Treasury Employees Union - NTEU.

Basic Requirement:
Individuals 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…