June 18, 2024


Digitally first class

Information Technology Specialist – Customer Support (Computer Specialist) job with USAJobs


Provides primary technical help desk and network operation and monitoring support to institution Computer Services Managers and institution personal computer users such as: staff who work in institution computer service, control center positions, custody-related and management functions.

Serves as an expert resource for users of personal computers, coal and wide area networks, database applications and other information technology resources.

Designs, delivers, and installs configurations for network hardware and software.

Performs major diagnostic and troubleshooting activities involving computer workstations, network switches, routers and related equipment comprising the infrastructure which is the foundation of all Bureau network applications.


Conditions of Employment

  • U.S. Citizenship is Required.
  • See Special Conditions of Employment Section.

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 eligibility, 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 score 85 or better on established ranking criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: Click Here


To be considered for the position, you must meet either the requirements specified in the section titled Education OR the requirements specified in the section titled Experience.

Basic Requirements:


GL-09: Master’s or equivalent graduate degree OR two (2) full years of progressively higher level graduate education leading to a master’s degree or equivalent graduate degree.

GS-11: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree.



You must have Information Technology (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.


Specialized Experience:

GL-09 and GS-11: You must have one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular qualifications to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Some examples of this qualifying experience are:


  • Experience solving general errors in computer programs.
  • Experience performing routine network issues and resolving minor or recurring network problems.
  • Experience applying basic concepts of LAN setup, design, and security procedures.
  • Experience maintaining existing LAN Servers and information recovery operations.


  • Experience interpreting and applying information security policies and procedures to safeguard a large computer network.
  • Experience performing diagnostic and troubleshooting activities involving computer workstations, network switches, routers and related equipment.
  • Experience working with workstation operating systems and operating system applications software used to maintain systems connected together via a local area network.
  • Experience working with personal computers such as diagnosing system and network-related problems and correcting the problems.


Selective Placement Factor:

GL-09 and GS-11: Applicants applying for this position, MUST also possess the following Selective Factors. In the event you do not possess the Selective Factors, you will be found ineligible for the position.

    • Experience serving as a resource for users of personal computers, local and wide area networks, database applications and other information technology resources.
    • Experience with state-of-the-art local area and wide area network monitoring tools and techniques.
    • Experience installing and configuring personal computer applications and network, hardware and software.
    • Experience with the performance of diagnostic and troubleshooting activities involving computer workstations, network switches, routers and related equipment.
    • Experience with office automation applications such as: Novell GroupWise and Microsoft Word, help desk applications such as Remedy or the Magic SDE Help Desk.
    • Experience teaching/training users in areas such as: computer skills and office automation applications.

    NOTE: All applicants must clearly address the Selective Factors in their resume.

    If applicable, credit will be given for paid and unpaid experience. To receive proper credit, you must show the actual time (such as the number of hours worked per week) spent in activities.

    **Your eligibility for consideration will be based on your responses to the questions in the application.**


    See Qualifications Section for education requirements, if applicable.

    ONLY if education is a requirement/substitution for specialized experience, applicant MUST upload legible transcripts as verification of educational requirement. Transcripts MUST be uploaded and electronically linked from USAJOBS at the time you apply and MUST include identifying information to include School Name, Student Name, Degree and Date Awarded (if applicable). All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education. For a list of schools that meet this criteria, Click Here .

    Foreign Education: For information regarding foreign education requirements, please see Foreign Diploma and Credit Recognition at the U.S. Department of Education website: Recognition of Foreign Qualifications .

    If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty.

    Additional information

    This position IS included in the bargaining unit.

    In accordance with 5 U.S.C. 3307, a maximum entry age of 36 has been established for initial appointment to a position in a Bureau of Prisons institution.

    The representative rate for this position is $98,818 per annum ($47.35 per hour).

    Special Conditions of Employment Section:

    Appointment is subject to satisfactory completion of a urinalysis, physical, and background investigation. All applicants are subject to National Crime Information Center (NCIC) and credit checks.

    The addresses listed on the USAJOBS account/resume must be the primary residence at the time of application. You may be required to provide proof of residence.

    Additional selections may be made if vacancies occur within the life of the certificate.

    NOTE: This is an essential position.

    As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.