IT Operations Support Specialist

The IT Operations Support Specialist provides functional knowledge in IT operations support, process and end-user technology areas to DOE OIG. Working in coordination with OIG IT specialists and managers, the specialist supports OIG end users with their equipment (monitors, laptops, etc.,) and software, manages requests in ServiceNow, and helps the OIG Asset Management team track accountable IT assets in Sunflower and other DOE asset management systems. The role performs the more routine aspects of the work and is supervised by higher-level staff. 

• Provide technical support to customers who need assistance using client-level hardware and software, in accordance with established or approved organizational process components.
• Provide technical support and assistance to OIG end users across the organization by phone, email, in person and through the ticketing system.
• Set up, configure, troubleshoot and support workstations, laptops, mobile devices, peripherals, and standard productivity and collaboration tools.
• Perform problem and incident management in support of OIG end users, using ServiceNow, the DOE incident and request management system, to log, categorize, prioritize, diagnose, resolve, escalate and close tickets. 
• Fulfill and track service requests in ServiceNow, and coordinate with the DOE Enterprise Help Desk / EITS Service Desk when issues fall outside OIG scope.
• Document resolutions and knowledge articles, flag recurring issues, and recommend process improvements that reduce repeat incidents and support service-level targets.
• Keep users informed of ticket status and communicate clearly with technical and non-technical staff.
• Assist OIG IT specialists and managers with daily IT operations within OIG.
• Support OIG IT points of contact with routine operational tasks, status reporting and process documentation.
• Follow established OIG and DOE IT processes and procedures and recommend improvements to them through the supervising lead.
• Assist the OIG Asset Management team in managing all accountable OIG IT assets, both software and IT-related hardware, tracked in Sunflower and across other DOE asset management systems.
• Support asset receipt, assignment, tagging, relocation, return and disposal, and take part in physical inventories and reconciliation.
• Keep asset records accurate and follow Departmental property management guidance, templates and standards.

• Associate’s degree or technical or trade school training preferred.
• 2 to 3 years of functional experience in IT service Ops support, end-user support or IT operations, with working knowledge of industry, process or technology areas relevant to OIG IT support.
• U.S. citizenship and eligibility to obtain and hold a federal security clearance.

• Experience with ServiceNow incident and request management at a federal agency, ideally DOE or another Office of Inspector General.
• Experience with Sunflower or another government property / asset management system, and with accountable property processes.
• Exposure to Microsoft Power Platform or SharePoint end-user support.
• ITIL Foundation or CompTIA A+ / Security+ certification.

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All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

• Experience with incident, problem and request management in an ITSM tool (ServiceNow preferred).
• Working knowledge of tracking and reconciling IT hardware and software assets.
• Strong troubleshooting, written and verbal communication, and customer service skills.
• Ability to work in a federal environment with government-furnished equipment, PIV-card access and DOE security requirements.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.