The Office of the Inspector General is one of the best places to work in the Department of Justice and is one of the premier inspector general offices in federal government. The OIG's IT Division offers advanced and entry-level opportunities to Software Application Developers, Cloud and Network Engineers, Security Specialists, Project Managers and Customer Support Technicians. This posting is to fill a position at the OIG Customer Support division.
Summary
The Office of the Inspector General is one of the best places to work in the Department of Justice and is one of the premier inspector general offices in federal government. The OIG's IT Division offers advanced and entry-level opportunities to Software Application Developers, Cloud and Network Engineers, Security Specialists, Project Managers and Customer Support Technicians. This posting is to fill a position at the OIG Customer Support division.
Applications will be accepted only from current permanent Department of Justice, Office of Inspector General employees with competitive status, individuals with special hiring authorities, Veterans, and CTAP/RPL eligible candidates.
As a Supervisory Information Technology Specialist (Customer Support) at the GS-2210- 14 you will be responsible for, but not limited to:
Monitoring customer service metrics, such as response times and resolution rates, and implement improvements based on customer feedback.
Performing a variety of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues.
Analyzing/resolving the most difficult customer support requests involving integration or configuration related issues.
Carrying out research, evaluates the technical specifications and features of new products.
Analyzing trends in customer service, technology advancements, and IT service management to provide data-driven recommendations for improvements.
Identifying areas for improvement within the customer support framework and work to enhance overall efficiency and effectiveness.
Leading training initiatives on the most complex problems and solutions. Regularly report on the performance of IT support operations to senior leadership.
Drafting related policy and procedures associated with new tools and approaches and develops implementing guidance.
Researching and providing response to unique customer service requests, utilizing tracking/ ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Liaise between IT offices and assignment groups for troubleshooting, ticket escalation, root cause analysis, and problem management. Installs, configures, troubleshoots, and maintains customer hardware and software.
Identifying and acquiring Government and commercial contract resources required. Reviewing and analyzes data pertaining to operations and maintenance to assure adequate economic service.
Developing methods for monitoring, testing, problem analysis, installations and evaluates various computer system hardware configurations and software.
Recommending hardware and software revisions or new criteria for hardware or software procurements.
You must be able to obtain and maintain a security clearance.
You must be registered for the Selective Service, if applicable.
You must successfully pass and are subject to random drug screenings.
You must meet all qualification requirements by the closing date of this announcement.
You may be subject to a probationary period.
Qualifications
To qualify for this position at the GS-14 grade level, you must have one year of specialized experience equivalent to the GS-13 grade level obtained in the public/ private sector. (Specialized experience is paid or unpaid experience which has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position.) Examples of specialized experience include such duties as:
Lead Tier I-III IT Service Desk operations using ITSM/ITIL best practices to meet SLAs.
Supervise and develop IT Service Desk staff.
Manage customer support projects, coordinating resources and delivering
system upgrades with minimal impact.
Oversee enterprise hardware and software troubleshooting across desktops, laptops, mobile devices, and operating systems.
Administer Microsoft Active Directory, managing user accounts, group policies, permissions, and access controls.
Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade level (or equivalent).
Education
There are no education requirements for this position.
Additional information
DOJ EEO Statement/Policy:http://www.justice.gov/jmd/eeos/08-eeo-policy.pdfAs the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.
Reasonable Accommodation (RA)Requests: This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the person listed on the announcement. The decision on granting reasonable accommodation will be on a case-by-case basis.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Additional information is found at: www.sss.gov.???????
Schedule A: DOJ welcomes and encourages applications from persons with disabilities and is firmly committed to satisfying its affirmative obligations under the Rehabilitation Act of 1973 to ensure that persons with disabilities have every opportunity to be hired and advanced on the basis of merit within the Department. DOJ also encourages eligible Schedule A applicants to submit their resumes. You must include a Schedule A letter from a physician, local, state or federal rehabilitation office citing your eligibility under 5 CFR 213.3102 (u).
Military Spouse Appointing Authority : You MUST submit verification of the marriage to the service member (i.e., a marriage license or other legal documentation
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and a review of your application by a panel of subject matter experts. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Attention to Detail
Customer Service
Oral Communication
Problem Solving
Technical Competence
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
If you are found to be among the top candidates, you will be referred to the selecting official for further employment consideration.
Probationary Information: As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period OR 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
-Your performance and conduct;-
The needs and interests of the agency;
- Whether your continued employment would advance organizational goals of the agency or the Government; and
- Whether your continued employment would advance the efficiency of the Federal service .
Upon completion of your probationary period or trial periodyour employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
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.
Resume: A current resume showing relevant experience. Your resume must not exceed two (2) pages. If your resume exceeds the two-page limit, you will be removed from consideration for this announcement- see USAJOBS for formatting requirements. Include relevant employment history as outlined below for each job:
Official position title( if Federal, include series/grade),
Employer name and contact information,
Start and end dates (for full consideration you must include month and year),
Indicate full-time or number of hours worked per week if part-time, and
A list of duties performed and accomplishments.
The resume should provide the minimum qualifications and relevant experience for the announced position. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, and social). 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.
SF-50 (most recent Promotion, Within Rate Increase, or Appointment/Conversion SF-50 or Notification of Personnel Action if you are applying as a current or former Federal Employee) that shows you have acquired competitive status, and the highest grade or promotion potential you held.
Time-In-Grade: If you are applying for a higher grade, but your SF-50 doesn't clearly demonstrate you meet the 52-week time-in-grade requirement, you may need to provide an additional SF-50, or equivalent. (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held.)
Veterans Employment Opportunity Act Eligible: Veterans Employment Opportunity Act (VEOA): VEOA allows eligible veterans to apply and compete for positions announced under merit promotion procedures when the hiring agency is recruiting from outside its own workforce. To be eligible for a VEOA appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If you are applying for a Merit Promotion announcement and wish to be considered under the VEOA, you must submit a copy of the Member Copy 4 of your DD-214, in addition to any other required documents listed on this announcement.
CTAP/ICTAP documentation (if applicable)
Interagency Career Transition Assistance Plan (ICTAP): The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and (for scored examining) score 85 or better on established ranking criteria OR (for category rating criteria) rate equivalent to the Highly Qualified or better category using established category rating criteria. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Additional information about ICTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
The Career Transition Assistance Plan (CTAP): provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies. If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and (for scored examining) score 85 or better on established ranking criteria OR (for category rating criteria) rate equivalent to the Highly Qualified or better category using established category rating criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
The complete Application Package must be submitted by 11:59 PM (EST) on 01/05/2026 to receive consideration.
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 above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
To 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 at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. 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/.
Information Technology Division
950 Pennsylvania Ave NW
Washington, DC 20530
US
Next steps
We will notify you of your candidate status after each step of the recruitment process (receipt of application, determination of basic qualifications, notice of forward to selecting official, and final selection). We expect to make a tentative job offer within 80 days after the closing date of the announcement and will conduct a suitability/security background investigation. We expect to make a final job offer once all reviews have been completed. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Resume: A current resume showing relevant experience. Your resume must not exceed two (2) pages. If your resume exceeds the two-page limit, you will be removed from consideration for this announcement- see USAJOBS for formatting requirements. Include relevant employment history as outlined below for each job:
Official position title( if Federal, include series/grade),
Employer name and contact information,
Start and end dates (for full consideration you must include month and year),
Indicate full-time or number of hours worked per week if part-time, and
A list of duties performed and accomplishments.
The resume should provide the minimum qualifications and relevant experience for the announced position. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, and social). 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.
SF-50 (most recent Promotion, Within Rate Increase, or Appointment/Conversion SF-50 or Notification of Personnel Action if you are applying as a current or former Federal Employee) that shows you have acquired competitive status, and the highest grade or promotion potential you held.
Time-In-Grade: If you are applying for a higher grade, but your SF-50 doesn't clearly demonstrate you meet the 52-week time-in-grade requirement, you may need to provide an additional SF-50, or equivalent. (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held.)
Veterans Employment Opportunity Act Eligible: Veterans Employment Opportunity Act (VEOA): VEOA allows eligible veterans to apply and compete for positions announced under merit promotion procedures when the hiring agency is recruiting from outside its own workforce. To be eligible for a VEOA appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If you are applying for a Merit Promotion announcement and wish to be considered under the VEOA, you must submit a copy of the Member Copy 4 of your DD-214, in addition to any other required documents listed on this announcement.
CTAP/ICTAP documentation (if applicable)
Interagency Career Transition Assistance Plan (ICTAP): The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and (for scored examining) score 85 or better on established ranking criteria OR (for category rating criteria) rate equivalent to the Highly Qualified or better category using established category rating criteria. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Additional information about ICTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
The Career Transition Assistance Plan (CTAP): provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies. If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and (for scored examining) score 85 or better on established ranking criteria OR (for category rating criteria) rate equivalent to the Highly Qualified or better category using established category rating criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: http://www.opm.gov/ctap/index.asp.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
The complete Application Package must be submitted by 11:59 PM (EST) on 01/05/2026 to receive consideration.
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 above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
To 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 at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. 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/.
Information Technology Division
950 Pennsylvania Ave NW
Washington, DC 20530
US
Next steps
We will notify you of your candidate status after each step of the recruitment process (receipt of application, determination of basic qualifications, notice of forward to selecting official, and final selection). We expect to make a tentative job offer within 80 days after the closing date of the announcement and will conduct a suitability/security background investigation. We expect to make a final job offer once all reviews have been completed. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
