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. Major duties: 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.