Information Technology Specialist

This position is part of the Office of Intelligence and Counterintelligence, Department of Energy. As a Information Technology Specialist, you will serve as an enterprise IT Service Desk expert and advisor to executive leadership on customer service, ITIL practices, service delivery, and Tier 1 through Tier 3 support to meet DOE-IN mission requirements. This is an Excepted Service position. This appointment will not confer Competitive Service career-conditional or career tenure status. This means that if you are selected, you would have to compete with other applicants in open competition to meet requirements for another Federal position, unless you meet the requirements for reinstatement. Applicants who voluntarily convert from the competitive service, Senior Executive Service, or other pay systems to a non-time limited appointment under this excepted service authority are not afforded "fallback rights" to the pay system previously assigned prior to conversion. As a GS-14, Information Technology Specialist, you will: Provide authoritative advice and recommendations to senior leadership on enterprise IT Service Desk operations, customer service strategies, service delivery performance, and operational issues. Lead Service Desk teams, operations, and working groups using service management methodologies (such as ITIL) to coordinate, implement, and improve Tier 1 through Tier 3 support services. Apply federal cybersecurity and IT service management policies to support secure service delivery, manage incidents and escalations, maintain operational continuity, and ensure compliance with security requirements. Evaluate current and emerging service management technologies to determine their impact on customer service, resolve complex technical issues, and recommend improvements to service delivery. Develop and coordinate service management documentation, including IT policies, standard operating procedures, knowledge articles, customer communications, briefings, and formal correspondence. Represent the organization on standing and ad-hoc IT boards and committees to collaborate with stakeholders, assess service impacts, resolve customer service issues, and communicate operational requirements. BASIC REQUIREMENT: SPECIALIZED EXPERIENCE REQUIREMENTS: A qualified candidate's online application and resume must demonstrate at least one year of specialized experience equivalent to the next lower grade level (GS-13) in the Federal service. Specialized experience for this position is defined as meeting ALL of the following: Leading complex enterprise IT Service Desk operations and cross-functional technical support teams through the planning, coordination, implementation, and management of Tier 1 through Tier 3 support services using structured service management practices (such as ITIL). Implementing IT service management frameworks to improve enterprise service delivery and customer support, including managing incidents and escalations, resolving complex technical issues, mitigating operational risks, and ensuring compliance with cybersecurity requirements. Evaluating and integrating emerging service management technologies and operational processes to solve complex service delivery problems, optimize Service Desk performance, and provide authoritative recommendations and technical guidance to senior leadership and stakeholders. "Experience" refers to paid and unpaid experience. Examples of qualifying unpaid experience may include: volunteer work done through National Service programs (such as Peace Corps and AmeriCorps); as well as work for other community-based philanthropic and social organizations. Volunteer work helps build critical competencies, knowledge, and skills; and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Limit your resume to no more than two (2) pages. If more than two pages are submitted, only the first two pages will be reviewed to determine your eligibility and qualifications. Your full resume will be made available to the hiring manager if you are referred. CTAP/ICTAP candidates: To be considered "well qualified" you must (1) meet all of the requirements as described in this section; and 2) be rated "well-qualified", which is defined as scoring in the in Well Qualified category (or higher). You must meet all qualifications and eligibility requirements by the closing date of this announcement. There are no specific education requirements or substitution of education for experience for this position.