Information Technology Specialist (Customer Support)

Duties

In this Information Technology Specialist position, you will serve in the Field Support Directorate (FSD) within the Office of Information and Technology (OIT), Enterprise Services, where you will be part of a technical team providing customer-focused IT support, troubleshooting, and account management to ensure seamless technology operations. Your work directly supports the CBP mission by enabling personnel to maintain operational readiness and continuity through reliable access to critical IT systems and timely resolution of technical issues.

This position starts at a salary of $85,447.00 (GS-11, Step 1) to $111,087.00 (GS-11, Step 10).

GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position.Please visit this link to view special pay rate charts.

Major Duties include:

• Providing phone support to diagnose and resolve problems in response to customer reported incidents.
• Installing, configuring, troubleshooting and maintaining customer hardware and software.
• Researching, evaluating, and providing feedback on problematic trends and patters in customer support requirements.
• Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Conditions of employment

• You must be a U.S. Citizen to apply for this position
• Males born after 12/31/1959 must be registered with Selective Service
• Primary U.S. residency for at least three of the last five years (additional details below)
• All pre-employment processes will be conducted in English
• You may be required to pass a background investigation
• CBP follows the DHS Drug-Free Workplace Plan for drug testing procedures
• As an employee of CBP, you will be joining a workforce that is dedicated to accomplishing our mission while maintaining the trust of our Nation by strictly adhering to all government ethics standards. Your conduct will be subject to the ethics rules applicable to all Executive Branch employees, and to CBP employees specifically, as well as the criminal conflict of interest statutes. Once you enter on duty, these rules include obtaining approval for outside employment or business activity, to ensure such employment or business activity is not prohibited and does not interfere or conflict with performance of your official duties. Please review further details via the following link.
• DHS uses E-Verify, an internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.
• Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Unions - NTEU. For local chapter contact information see Chapter Websites - National Treasury Employees Union - NTEU

Qualifications

Basic Requirement: 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.

Along with the four competencies listed above you must possess at least one (1) year of specialized experience described below to qualify based on experience.

Experience: You qualify for the GS-11 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as:

• Responding and providing phone support to Information Technology help desk requests and problems.
• Diagnosing, researching, evaluating and resolving Information Technology problems and providing feedback to customer reported incidents.
• Installing, testing, configuring, troubleshooting and maintaining customer hardware, software and new software upgrades.
• Resolving customer service technology issues and problems for a variety of platforms and systems according to written procedures.
• Maintaining Information Technology Security policies, instructions and guidelines when delivering customer support services

NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements.

Education Substitution: Please see Education section for details.

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, 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.

You must meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process by 06/25/2026.

*️⃣ Please review official job announcement to see full details of this opportunity.