IT Specialist (Customer Service)

Summary The Postal Regulatory Commission's Office of Secretary and Administration (OSA) has an exciting employment opportunity for a highly motivated IT Specialist (Customer Service). This position has a probationary period of 1 year. Learn more about this agency Duties The IT Specialist (Customer Service) plays a critical role within the Commission's Desk team, ensuring the efficient and effective functioning of the IT environment. This position is responsible for providing advanced technical support and troubleshooting assistance to end-users, resolving complex technical issues related to hardware, software, and network systems. Due to the Commission's small size, the incumbent is expected to deliver high-quality, responsive IT support to internal users across the organization. Service Desk Support Serve as the primary point of contact for end-users seeking technical assistance via phone, email, chat, or in-person. Provide timely and professional customer service, responding to service requests and incidents in accordance with established service level agreements (SLAs). Perform initial triage, troubleshooting, and resolution of IT incidents and service requests using standard procedures, knowledge base articles, and diagnostic tools. Escalate and coordinate unresolved or complex issues to appropriate IT team members or vendors as needed. Assist end-users with routine IT tasks, including device setup, imaging, software installations, and printer configurations. Ensure accountability and tracking of IT assets, including mobile devices and software licenses. Perform root cause analysis for recurring issues and implement preventive measures. Audio/Visual and Conference Room Support Provide hands-on technical support for conference room technology, including Crestron control systems and Microsoft Teams Rooms (MTR) audio/video conferencing solutions. Provide real-time support during conference room meetings as needed. Configure, support, and troubleshoot AV components such as displays, microphones, cameras, speakers, and room control interfaces. Support Microsoft Teams Rooms systems, including room accounts, scheduling panels, conferencing peripherals, and meeting integrations. Diagnose and resolve issues related to audio quality, video performance, device connectivity, and system integration. Perform routine checks, updates, and preventive maintenance to ensure conference room systems are fully operational and reliable. Coordinate with vendors and Commission's facilities department for AV system maintenance, upgrades, and issue resolution as needed. Systems Support and Operations Support new user onboarding and offboarding, including account setup, device provisioning, access configuration, and initial user orientation. Manage IT equipment inventory and lifecycle, including asset tracking, audits, and maintaining accurate records of hardware assignments. Perform computer imaging, deployment, and refresh, ensuring standardized configurations and compliance with agency policies. Perform system installations, upgrades, configurations, and patching in accordance with established procedures and agency standards. Document all support activities, including troubleshooting steps, resolutions, and system configurations within the ticketing system. Contribute to the development and maintenance of knowledge base articles, user guides, and technical documentation. Communicate effectively with end-users, colleagues, and leadership regarding issue status, resolutions, and recommendations. Support compliance with federal IT standards, security controls, and best operational practices. Requirements Conditions of employment You will be required to serve a probationary period of one year. Relocation expenses are not authorized. Citizenship Requirement: You must be a U.S. citizen or national to be eligible for this position. Fair Labor Standards Act (FLSA) Status: Nonexempt e-Verify: All new hires must complete the I-9 form, this information will be processed through e-Verify to determine employment eligibility. If a discrepancy arises, you must take affirmative steps to resolve the matter. You must successfully pass a background investigation. Failing to pass the background check may be grounds for removal or legal action. If hired, you may be subject to additional investigations at a later time. Direct Deposit: You will be required to have all federal salary payments electronically deposited into a bank account with a financial institution of your choice. Selective Service Registration: All applicants born male, on (or after) 12/31/1959, must be registered with the Selective Service System OR have an approved exemption. Visit www.SSS.gov for more info. Qualifications Your qualifications will be evaluated based on your level of knowledge, skills, abilities and/or competencies in the following areas: Bachelor's degree in information technology, Computer Science, or related field, or equivalent combination of education and experience. Minimum of 5 years of experience in IT support or service desk environments. Strong knowledge of IT hardware, operating systems, Microsoft 365, and enterprise applications. Experience with help desk ticketing systems, remote support tools, and diagnostic utilities. Experience supporting Crestron AV systems and Microsoft Teams Rooms (MTR). Familiarity with enterprise AV systems, conferencing technologies, and room automation preferred. Strong analytical, problem-solving, and task prioritization skills. Excellent communication and interpersonal skills. Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications preferred. Knowledge of federal IT policies, standards, and security requirements preferred. Education Bachelor's degree in information technology, Computer Science, or related field, or equivalent combination of education and experience. Additional information REASONABLE ACCOMMODATION If you need reasonable accommodation for a disability, please contact the Commission's HR office at [email protected] or Sherri Proctor at 202-789-6869. If you have a hearing impairment, you may call the Federal Information Relay Service at 1-800- 877-8339 for assistance in contacting the person named above. EEO POLICY STATEMENT The U.S. Postal Regulatory Commission is an Equal Opportunity Employer. The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. VETERAN INFORMATION If you are claiming veterans' preference, you must submit a copy of your DD-214 (Member 4 copy), or other official documentation from a branch of the Armed Forces or the Department of Veterans Affairs showing dates of service and type of discharge. Ten-point preference eligibles must also submit an application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the SF-15 form. For more information on veterans' preference view Feds Hire Vets. LEGAL AND REGULATORY GUIDANCE Social Security Number-Your Social Security Number is requested under the authority of Executive Order 9397 to uniquely identify your records from those of other applicants who may have the same name. As allowed by law or Presidential directive, your Social Security Number is used to seek information about you from employers, schools, banks, and others who may know you. Failure to provide your Social Security Number when requested will result in your application not being processed. Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a federal employee. The Commission may offer Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Expand Hide  additional information 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. Benefits 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. For more information, visit either https://www.opm.gov/healthcare-insurance/Guide-Me/New-Prospective-Employees/ or https://www.opm.gov/healthcare-insurance/open-season/postal-service-health-benefits-pshb-program/ You will earn annual vacation leave. More info: http://www.opm.gov/policy-data-oversight/pay-leave/leave- administration/fact-sheets/annual-leave/. You will earn sick leave. More info: http://www.opm.gov/policy-data-oversight/pay-leave/leave-administration/fact- sheets/sick-leave-general-information/. You will be paid for Federal holidays that fall within your regularly scheduled tour of duty. More info: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=2026 If you are a current Federal employee, you can boost your retirement savings by participating in the Thrift Savings Plan (TSP). The TSP offers the same types of savings and tax benefits as a 401(k) plan. If you use public transportation, part of your transportation costs may be subsidized. Our human resources office can provide additional information on this program. You may participate in the Flexible Spending Account (FSA) program for expenses that are tax-deductible, but not reimbursed by any other source, including out-of-pocket expenses and non-covered benefits under their PSHB plans. Review our 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.