This position serves as the Team Lead IT Specialist in the Office of the Chief Information Officer (OClO) Division of Customer Advocacy (DCA), Enterprise Service Desk (ESD) Branch, and performs a variety of technical and liaison duties to support the Enterprise Service Desk.
To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO
This position is outside the bargaining unit.
Summary
This position serves as the Team Lead IT Specialist in the Office of the Chief Information Officer (OClO) Division of Customer Advocacy (DCA), Enterprise Service Desk (ESD) Branch, and performs a variety of technical and liaison duties to support the Enterprise Service Desk.
To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO
This job will close when we have received 100 applications which may be sooner than the closing date. Learn more
Salary
$128,717 to - $167,336 per year
Pay scale & grade
GS 13
Location
1 vacancy in the following location:
San Francisco, CA
Remote job
No
Telework eligible
Yes—Current DOL policy requires on-site work at least 5 days per pay period. This is not a remote work position. The selectee will report to an assigned DOL office location on a regular basis and is eligible for participation in telework as determined by management in accordance with DOL policy.
Travel Required
Occasional travel - You may be expected to travel for this position.
Relocation expenses reimbursed
No
Appointment type
Term - 4 Years. May be extended to an additional 4 years, to a total of no more than 8 years. There is no means of conversion to a permanent appointment through this vacancy.
This position is being filled through Direct Hire Authority and is open to all U.S. Citizens and ICTAP/CTAP eligibles. All applicants who meet the basic qualifications will be forwarded to the Selecting Official for consideration. Traditional rating and ranking of applications does NOT apply. Veteran's preference does not apply. However, we encourage veterans to apply for this position.
Ensures that the organization's strategic plan, mission, vision, and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans, and work products and services.
Monitors and reports on the status and progress of work, checking on work in progress, reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met; and rate and sign performance appraisals based on standards established either by the leader or the supervisor.
Maintains program and administrative reference materials, project files, and relevant background documents and makes available policies, procedures and written instructions from the supervisor; maintains current knowledge to answer questions from team members on procedures, policies, directives, etc.
Researches, learns, and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency, and work products.
Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official.
Supports the organization's strategic plan, mission, vision, and values; applies, communicates, and integrates these into the team's operations, workflows, work plans, work products, and services.
Reviews customer complaints, rectifies issues and escalates to supervisor and liaises with appropriate departments to handle complex IT issues to provide more effective solutions and customer satisfaction.
Observes the support center operations, procedures, and techniques to determine how effective they are and, upon approval, implements new processes, procedures, and techniques when old ones are ineffective.
Provides management advisory services and liaison to all serviced organizations in the region pertinent to emerging and future advances in information technology.
Candidate required to obtain the necessary security/investigation level.
Requires a probationary period if the requirement has not been met.
Qualifications
Applicants 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 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.
AND
Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-12, in the Federal Service.
Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled.
Qualifying specialized experience for GS-13 includes:
Experience satisfying customer demands/solving service breakdowns, monitoring capacity and availability, and handling ordinary operational tasks.
Experience providing IT services needed to achieve optimal delivery of IT services to the end users while preserving stability and continuity of service.
Education
This job does not have an education qualification requirement.
Additional information
This position is being filled through the Direct Hire Authority. Traditional rating and ranking of applications do NOT apply. The Veteran's preference does not apply.
DOL seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility, and fairness so that all individuals can participate and contribute to their full potential.
As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION
Based on agency needs, additional positions may be filled using this vacancy.
The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Click here for Additional Information.
The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act.
Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Under the authority of direct hire recruitment, evaluation factors are a tool to gauge one's proficiency in relevant competencies, but will not be used to determine who will be referred to the hiring manager for consideration. All candidates who have provided a complete application, and meet the minimum qualification requirements will be referred for consideration. Please review evaluations details here.
The information you provide may be verified by a review of your paid, unpaid, volunteer, and other lived experience, as it demonstrates the competencies or skills required for the position to be filled. Your evaluation may include an interview, reference checks, or other assessment conducted by HR specialists, subject matter experts, or panel members and may include other assessment tools (ex. interview, structured interview, written test, work sample, etc.). The examining Office of Human Resources (OHR) makes the final determination concerning applicant ratings.
INFORMATION FOR ICTAP/CTAP ELIGIBLE(S) ONLY: If you are eligible for special priority selection under ICTAP/CTAP, you must meet the basic and minimum qualification requirements for this position to receive consideration. Be sure to review the eligibility questions to reflect that you are applying as an ICTAP or CTAP eligible and submit supporting documentation.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date.
Resumes: Required: provide a resume either by creating one in USAJOBS or uploading one from your profile. To receive full consideration for relevant and specialized experience, please list the month, year, and number of work hours worked for the experience listed on your resume. We also suggest that you preview the vacancy questions and confirm that your resume supports your question responses.
Veterans Documents (if applicable): To be considered as a 5-point (TP) preference eligible, you must submit a copy of your DD214, Certificate of Release, or Discharge from Active Duty. Your DD 214 must show the type of discharge and dates of active duty. If claiming a 10-point preference, you will need to submit a Standard Form (SF-15), "Application for 10-point Veterans' Preference". To claim a 10-point (CP/CPS, XP) preference, you must submit a copy of your DD214 and the proof of entitlement to this preference, which is normally an official statement, dated 1991 or later, from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. (For active-duty service members expecting honorable or general discharge or release within 120 days, click Active Duty). Without this documentation, you will not receive the veteran's preference. For more information, go to Feds Hire Vets - Veterans Preference
Displaced Employee Placement Documents - Only required if requesting priority consideration under CTAP or ICTAP eligibility.
Cover Letters are not mandatory and will not be used to verify experience but may be submitted.
Do not upload password-protected documents.
Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship, and the E-Verify system will be used to confirm the employment eligibility of all new hires.
Persons who are deaf, hard of hearing, blind, or have speech disabilities, please dial 711 to access telecommunications relay services.
To apply for this position, you must complete the initial online application, including submission of the required documentation specified in the Required Documents section.
Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time on the vacancy closing date to receive consideration.
Application Limits: Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time on the date the application limit was reached or the vacancy closing date, whichever occurs first, to receive consideration.
Paper applications and supplemental documents submitted in any other manner without prior approval from the vacancy contact will not be considered. Click here for information on Reasonable Accommodations.
Important - Save your information before the 30 minute system timeout! For help, go to USAJOBS Help Center.
STEP 1 - Create USAJOBS Account on www.usajobs.gov, including Resume and Saved Documents. Your resume must provide sufficient information to substantiate your responses to the self-assessment vacancy questions. If not, HR may amend your responses to more accurately reflect the competency indicated by resume content. For each employment period, include start/end month & year and note full-time or part-time (if part-time, include # of hours worked per week) otherwise, your application may be considered incomplete.
STEP 2 - Complete the 1st part of the application process (USAJOBS) Once you have identified a job on USAJOBS that you wish to apply for, click on the job title and then click the Apply button. For questions about the vacancy, contact the Agency Contact at the bottom of the announcement. Proceed through the steps noted at the top of the USAJOBS page. You will be able to select a resume and documents from your USAJOBS Account that you can submit as a package as part of your DOL application. In the final step, once you have certified your application, click the Continue to agency site button.
STEP 3 - Complete the 2nd part of the application process (DOL). On the Department of Labor (DOL) page, create a DOL Account if you have not already and click Apply to this vacancy. Continue through the progress steps at the top of the DOL page. The 2nd progress step is where you answer the vacancy-specific questions. The 3rd progress step Documents is where you submit the required documents (only if applicable to you) specified in the Required Documents section of this vacancy.
STEP 4 - On the Review and Submit step, verify each section of your application is complete and correct. In order to submit your application, you must have a check mark next to each section listed. If there is an X, return to the appropriate section and follow the prompts. When it is ready for submission, certify your application and click the Submit Application button.
STEP 5 - Edit Application by returning to USAJOBS, clicking the vacancy then Update Application. If the vacancy closes on the date the application limit is reached, applicants will no longer be able to edit their applications.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Office of the Assistant Secretary for Administration and Management
200 Constitution Avenue NW
Washington, DC 20210
US
Next steps
Once your complete application is received, we will conduct an evaluation of your qualifications and refer candidates for selection consideration. Candidates will be referred to the hiring manager for further consideration and possible interviews. You will be notified of the outcome. A selection is expected to be made within 30 calendar days of the issuance date of the certificate.
For instructions on how to check the status of your application, go to USAJOBS Help Guide.
USAJOBS will no longer send status alert email notifications. You can check your application status in the TAS by logging into USAJOBS and in the Applicant Dashboard, click the hiring agency Talent Acquisition System (TAS). If the TAS does not provide application tracking information, contact the agency's point of contact on the job announcement.
To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date.
Resumes: Required: provide a resume either by creating one in USAJOBS or uploading one from your profile. To receive full consideration for relevant and specialized experience, please list the month, year, and number of work hours worked for the experience listed on your resume. We also suggest that you preview the vacancy questions and confirm that your resume supports your question responses.
Veterans Documents (if applicable): To be considered as a 5-point (TP) preference eligible, you must submit a copy of your DD214, Certificate of Release, or Discharge from Active Duty. Your DD 214 must show the type of discharge and dates of active duty. If claiming a 10-point preference, you will need to submit a Standard Form (SF-15), "Application for 10-point Veterans' Preference". To claim a 10-point (CP/CPS, XP) preference, you must submit a copy of your DD214 and the proof of entitlement to this preference, which is normally an official statement, dated 1991 or later, from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. (For active-duty service members expecting honorable or general discharge or release within 120 days, click Active Duty). Without this documentation, you will not receive the veteran's preference. For more information, go to Feds Hire Vets - Veterans Preference
Displaced Employee Placement Documents - Only required if requesting priority consideration under CTAP or ICTAP eligibility.
Cover Letters are not mandatory and will not be used to verify experience but may be submitted.
Do not upload password-protected documents.
Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship, and the E-Verify system will be used to confirm the employment eligibility of all new hires.
Persons who are deaf, hard of hearing, blind, or have speech disabilities, please dial 711 to access telecommunications relay services.
To apply for this position, you must complete the initial online application, including submission of the required documentation specified in the Required Documents section.
Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time on the vacancy closing date to receive consideration.
Application Limits: Your application and ALL required supplemental documents MUST be received by 11:59 pm Eastern Time on the date the application limit was reached or the vacancy closing date, whichever occurs first, to receive consideration.
Paper applications and supplemental documents submitted in any other manner without prior approval from the vacancy contact will not be considered. Click here for information on Reasonable Accommodations.
Important - Save your information before the 30 minute system timeout! For help, go to USAJOBS Help Center.
STEP 1 - Create USAJOBS Account on www.usajobs.gov, including Resume and Saved Documents. Your resume must provide sufficient information to substantiate your responses to the self-assessment vacancy questions. If not, HR may amend your responses to more accurately reflect the competency indicated by resume content. For each employment period, include start/end month & year and note full-time or part-time (if part-time, include # of hours worked per week) otherwise, your application may be considered incomplete.
STEP 2 - Complete the 1st part of the application process (USAJOBS) Once you have identified a job on USAJOBS that you wish to apply for, click on the job title and then click the Apply button. For questions about the vacancy, contact the Agency Contact at the bottom of the announcement. Proceed through the steps noted at the top of the USAJOBS page. You will be able to select a resume and documents from your USAJOBS Account that you can submit as a package as part of your DOL application. In the final step, once you have certified your application, click the Continue to agency site button.
STEP 3 - Complete the 2nd part of the application process (DOL). On the Department of Labor (DOL) page, create a DOL Account if you have not already and click Apply to this vacancy. Continue through the progress steps at the top of the DOL page. The 2nd progress step is where you answer the vacancy-specific questions. The 3rd progress step Documents is where you submit the required documents (only if applicable to you) specified in the Required Documents section of this vacancy.
STEP 4 - On the Review and Submit step, verify each section of your application is complete and correct. In order to submit your application, you must have a check mark next to each section listed. If there is an X, return to the appropriate section and follow the prompts. When it is ready for submission, certify your application and click the Submit Application button.
STEP 5 - Edit Application by returning to USAJOBS, clicking the vacancy then Update Application. If the vacancy closes on the date the application limit is reached, applicants will no longer be able to edit their applications.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Office of the Assistant Secretary for Administration and Management
200 Constitution Avenue NW
Washington, DC 20210
US
Next steps
Once your complete application is received, we will conduct an evaluation of your qualifications and refer candidates for selection consideration. Candidates will be referred to the hiring manager for further consideration and possible interviews. You will be notified of the outcome. A selection is expected to be made within 30 calendar days of the issuance date of the certificate.
For instructions on how to check the status of your application, go to USAJOBS Help Guide.
USAJOBS will no longer send status alert email notifications. You can check your application status in the TAS by logging into USAJOBS and in the Applicant Dashboard, click the hiring agency Talent Acquisition System (TAS). If the TAS does not provide application tracking information, contact the agency's point of contact on the job announcement.
To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
