Information Technology Specialist; Customer Support

• Hiring Agency: Federal Law Enforcement Training Centers
• Department: Department of Homeland Security

"The Federal Law Enforcement Training Centers (FLETC), through strategic partnerships, prepares the federal law enforcement community to safeguard America's people, property, and institutions." We are a unique inter-agency organization preparing the next generation of law enforcement officers to meet our Nation's most pressing security challenges.

Serving as a Information Technology Specialist (Customer Support) GS-2210-13 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission. This position is located in the Enterprise IT Services Division (ITS) under the Chief Information Officer Directorate (CIO) in Glynco, GA.

The primary purpose of this position is senior Information Technology Specialist (Customer Support) with a primary focus on enterprise-wide IT customer support services and processes rather than site specific Training Delivery Point (TDP) operations. Typical duties include:
Serve as the enterprise SME for IT customer support, including service desk operations, end-user device support, and collaboration and endpoint services across multiple TDPs.

Develop, standardize, and maintain enterprise customer support policies, procedures, runbooks, knowledge articles, escalation paths, and service catalog entries. Coordinate with TDP IT leads, service owners, infrastructure teams, vendors, and stakeholders to align local support practices with enterprise standards and resolve complex cross-site issues.

Provide technical guidance, mentoring, and enterprise escalation support to customer support personnel on complex issues, standards, and recommended practices. Support the design, implementation, documentation, and continuous refinement of ITSM processes, including incident, request, problem, change, and knowledge management.

Analyze support data, service-level measures, KPIs, customer satisfaction results, and incident trends to identify systemic issues and recommend process, tool, training, automation, and self-service improvements.

Provide COR/ACOR and project support for enterprise customer support and ITSM contracts and initiatives, including reviewing technical deliverables, maintaining contract documentation, monitoring contractor performance, and reporting project status, risks, and corrective actions. View common definitions of terms found in this announcement:
Common Definitions.

This position is with Federal Law Enforcement Training Centers, Department of Homeland Security.

The posted pay range is $106437 – $138370/yr.

This position is eligible for telework.

This position requires a Secret security clearance.

Applications close on .

This position is open under the 'Fed Transition' hiring path.