Summary The Office of the Chief Information Officer (OCIO) serves as the IT hub of the U.S. Department of Labor. We develop, maintain and protect IT solutions and data across our 27 agencies to enable mission outcomes through technology and service. OCIO continually enhances federal IT and digital capability with a focus on cybersecurity and customer experience to serve America's wage earners, job seekers and retirees. Responsibilities The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Relocation Expenses, Recruitment Incentives, Superior Qualifications and Special Needs Pay-Setting Authority may be negotiable. Click here for Additional Information. The position may be located at any of the DOL office locations, if available. The advertised salary range reflects the minimum and maximum pay for all locations. Final salary will be determined based on the selectee's assigned duty station in accordance with applicable locality pay tables. This role supports the Office of the Chief Information Officer (OCIO) and its Division of Network Services. It contributes to OCIO's mission by helping manage and maintain the Department of Labor's enterprise network infrastructure, ensuring secure, high-performing systems, reliable service delivery, and effective client engagement across all DOL platforms and technologies. Major duties include, but are not limited to: Serve as a technical resource for the ESD, providing advanced end-user support across multiple channels, including phone, email, chat, walk-ins, and self-service systems. Receive and resolve escalated incidents, applying independent judgment to diagnose and remediate complex hardware, software, network, and access-related issues. Independently carry out the daily operation and maintenance of enterprise unified communications (UC) and collaboration platforms, resolving moderately complex technical issues and identifying when established methods require adaptation. Execute configuration and support tasks such as managing user accounts, call flows, routing logic, and UC feature sets with general supervision. Perform configuration and troubleshooting on Session Border Controllers (SBCs), identifying atypical conditions and recommending adjustments to standard methods. Manage the lifecycle of telephone numbers, including provisioning, porting, and disconnection activities that require interpretation of service requirements and coordination with vendors. Monitor and validate E911 location data, identifies discrepancies, and recommends corrective actions. Administer key components of the agency's emergency notification system, developing and adjusting user groups, message flows, and testing procedures under general supervision. Monitor contractor's performance for telecommunications support activities, identifies contract compliance issues, and recommends solutions. Conduct detailed reviews of telecommunications billing, identifies variances, and reconciles usage data with contract terms, recommending corrective actions when discrepancies arise. Requirements Conditions of Employment Qualifications Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-09 in the Federal Service. Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Applicants must ALL of the statements below to be found qualified. Qualifying specialized experience for GS-11 includes: Experience performing routine support, maintenance, and troubleshooting of enterprise VoIP and unified communications systems, ensuring reliability, service continuity, and compliance with federal IT policies. Experience configuring and maintaining user accounts, call flows, SBCs, SIP trunking, PSTN services, and other enterprise telephony features by following complex procedures, technical standards, and established operating protocols. Experience resolving technical problems and supporting ongoing operational requirements for telecommunications products, services, and configurations. In addition to the above specialized experience, individuals must have IT-related experience demonstrating each of the following competencies listed below. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 5. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals. 6. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. OR EDUCATION: Ph.D or equivalent Doctoral degree OR 3 full years of progressively higher-level graduate education leading to such a Ph.D. or equivalent Doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Education Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service. If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum coursework requirements for this position. Click Evaluation of Foreign Education for more information. Additional Information The mission of the Department of Labor (DOL) is to protect the welfare of workers and job seekers, improve working conditions, expand high-quality employment opportunities, and assure work-related benefits and rights for all workers. Refer to these links for more information: GENERAL INFORMATION, REASONABLE ACCOMMODATIONS, ADDITIONAL DOCUMENTATION, FORMER FEDERAL EMPLOYEES As a condition of employment, all personnel must undergo a background investigation for access to DOL facilities, systems, information and/or classified materials before they can enter on duty: BACKGROUND INVESTIGATION For more information, Click here for Career Ladder Promotion Information For more information, click Telework Position Information. This is not a remote work position. The selectee will report to an assigned DOL office location on a regular basis and is eligible for participation in telework as determined by management in accordance with DOL policy. Based on agency needs, additional positions may be filled using this vacancy. The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Click here for Additional Information. The Fair Chance Act (FCA) prohibits Federal agencies from requesting an applicant's criminal history information before the agency makes a conditional offer of employment. If you believe a DOL employee has violated your rights under the FCA, you may file a complaint of the alleged violation following our agency's complaint process Guidelines for Reporting Violations of the Fair Chance Act. Note: The FCA does not apply to some positions specified under the Act, such as law enforcement or national security positions. All Department of Labor employees are subject to the provisions of the Drug-Free Workplace Program under Executive Order 12564 and Public Law 100-71. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
