Information Technology Specialist (Customer Support-Network Services)

Summary

For more information on the Department of Justice and the United States Attorneys' Offices, visit http://www.justice.gov/usao/. As needed, additional positions may be filled using this announcement.

Duties

• As an Information Technology Specialist in the United States Attorney's Office, Western District of Pennsylvania, you will be responsible for providing technical and analytical assistance involving various Information Technology (IT) areas. If selected for this position, you will join a well-respected team that is responsible for providing technical and analytical assistance which support the information management needs of the United States Attorney's Office, Western District of Pennsylvania. Typical work assignments will include: Provides IT customer service and support in troubleshooting, recovering, and resolving recurring software/hardware problems. Provides user training and assistance on a variety of routine applications. Provides a wide variety of technical support services to coordinate teleconferences and distance learning activities to effectively deliver legal training using electronic and/or telecommunications media. Installs, configures, upgrades and troubleshoots commonly used hardware and software systems within the organization. Develops and provides training to meet the District's needs. Implements policies and procedures to ensure information systems reliability and accessibility and to prevent and defend against unauthorized access to systems, networks and data.

Qualifications

MINIMUM QUALIFICATIONS: Under the updated Competency-Based Qualification Standard for the IT Management Series (2210), applicants must: Meet or exceed all required competencies at the minimum proficiency level, as described below; AND Have the required specialized experience for the GS-12 grade, as described below. You may be considered ineligible and removed from further consideration for the position, if you fail to meet any of the criteria above. COMPETENCIES- The following competencies are required: For the GS-12 grade level: 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. Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change. Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. AND SPECIALIZED EXPERIENCE: You must have the knowledge, skills, and abilities/competencies which demonstrate the likelihood of performing successfully the duties of the position and are related to the work of the position to be filled. These knowledge, skills, and abilities/competencies are normally attained through the equivalent of one year of specialized experience equivalent to the next lower grade level of the position being filled but may now be obtained through other means. Such demonstratable knowledge, skills, and abilities/competences may be typically gained in the IT field or through the performance of work where the primary concern is IT. GS-12: To qualify at the GS-12 level, you must possess at least one full year of specialized experience equivalent to the GS-11 level in Federal service. Specialized experience is defined as experience providing information technology customer support services including configuring, installing, and managing network systems; monitoring system performance and identifying opportunities to improve service delivery; performing ongoing network monitoring and diagnosing recurring network problems and service interruptions; configuring, installing, troubleshooting, and maintaining customer hardware and software; configuring, installing, and maintaining network systems using established network standards; and providing customer training, including orientation for new users.

Education

This job does not have education qualifications requirement.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/14/2026 the closing date of the announcement to receive consideration. The application process is as follows: 1. To begin the application process, click the Apply Online button. 2. Answer the questions presented in the application and attach all necessary supporting documentation. 3. Click the Submit Application button prior to 11:59PM (ET) on 09/14/2026. 4. After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification. 5. If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements (https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_System_Requirements) 6. Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account. To preview the Assessment Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13051211To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed. To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: https://my.usajobs.gov/Account/Login. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/ Reasonable Accommodation 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 reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations 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. 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 Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire