Description du poste
"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." Click here to learn more.
PRINCIPALES MISSIONS :
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.
QUALIFICATIONS REQUISES :
A resume must be no more than two pages. If an applicant's resume exceeds two pages, the USAJOBS database will not allow the application to be submitted. For additional assistance, please visit: USAJOBS Help Center - Update your resume now so it meets new resume requirements This position has a Selective Placement Factor (SPF). The SPF for this position is: Must possess the Federal Acquisition Certification Contracting Officer Representative (FAC COR) Level III certification; or have the requisite training/experience to obtain and maintain certification. Specialized Experience: You qualify for the GS-13 grade level if you possess one year of specialized experience, equivalent to the GS-12 grade level in the Federal government. Specialized experience includes performing enterprise IT customer-support and service-management functions in a multi-site environment, your experience must show all of the following: 1. Providing senior-level technical support for service desk, end-user computing, endpoint, collaboration, and audiovisual or multimedia services. 2. Coordinating customer-support services with field sites, IT teams, service owners, vendors, and other stakeholders to ensure consistent enterprise service delivery. 3. Developing and maintaining customer-support procedures, runbooks, troubleshooting guides, knowledge articles, and escalation processes. 4. Applying ITSM or ITIL practices for incident, request, problem, change, and knowledge management. 5. Using service metrics, reports, and dashboards to assess service per