Vacancy Summary



Masters level knowledge and skill to apply Agency's IT architecture and business processes to estimate resources, develop requirements, manage systems, monitor activities, evaluate, and complete actions to extend and optimize the existing architecture to meet future business requirements.

Ability to apply project management methods and practices, and develop plans and schedules, estimate resource requirements, define milestones and deliverables, monitor activities, evaluate and report on accomplishments, and manage assigned projects.

Masters level knowledge and skill to apply advanced Information Technology customer support methods to develop policies and procedures to plan and deliver services throughout the agency, and provide expert technical advice, guidance, and recommend actions for important agency Information Technology programs.

Skills in written communications to develop documents, reports, and technical documents on information technology project management information.

Knowledge of Local Area Networks, system components, and administration to analyze, design, develop, customize, and implement wide range of complex hardware and software to support large-scale Local Area Network/Wide Area Network systems including protocols, simple mail transfer protocol management systems, communications controllers, bridges, routers, and other network devices.


Grade 13:

Qualifying experience for the GS-13 level requires IT-related experience that demonstrates each of the following four competencies: Attention to Detail; Customer Service; Oral Communication; and Problem Solving; AND one (1) year of specialized experience at least equivalent to the GS-12 level. Specialized experience is experience that is in or directly related to the line of work of the position to be filled and that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position. Experience must be IT-related and may be paid or unpaid experience.

Example of specialized experience for positions at the GS-13 level, typically gained in the IT field or through performance of work where the primary concern is IT, includes experience analyzing a number of alternative approaches when advising management concerning major aspects of IT system design. The experience demonstrates accomplishment of IT project assignments requiring knowledge of IT requirements and techniques pertinent to the position to be filled.

Court Services and Offender Supervision Agency

Information Technology Specialist (Customer Support), GS-2210-13

Announcement Number:
Application Deadline:
WASHINGTON, Dist of Columbia
Open Date:
Salary Range:
Location Notes:
Washington, DC
Pay Schedule:
Who May Apply:
US Citizens
Time Limit:
Permanent - No time limit
Promotion Potential:
Number of Vacancies:
Work Schedule:
Full Time

Agency Marketing Statement:

  • A FEDERAL CAREER LIKE NO OTHER!!! Are you ready to increase public safety, prevent crimes, reduce recidivism, and support the fair administration of justice in close collaboration with the District of Columbia's community? The Court Services and Offender Supervision Agency's (CSOSA) has an opening for an Information Technology Specialist (Customer Support) to join our dedicated team and gain invaluable experience working in the public interest to support the fair administration of justice.


  • Court Services and Offender Supervision Agency (CSOSA), Office of Information Technology.

    If you would like to learn more about CSOSA, we encourage you to visit our website at

    This vacancy announcement may be used to fill future vacancies for identical positions within the next year.


  • The incumbent is the Information Technology Specialist (Customer Support) and plans, directs, controls, and manages work to ensure that end user calls are handled efficiently and effectively. The incumbent plans and carries out difficult complex assignments that focus on day to day management of customer support, developing or implementing information technology programs, and services in an integrated fashion. The incumbent performs systems administration duties that include work to maintain and implement enhancements of local area network servers and their software. The incumbent provides responses to complex customer service support problems to assist lower level specialists to resolve complex customer support services, including installation, configuration, troubleshooting, customer assistance, and training, in response to customer requirements. Manages special projects that have a significant impact on the delivery of customer support services. Represents the customer support office in planning for the installation and implementation of new systems (e.g., upgrade to a new operating system). Leads efforts to define post-implementation support requirements.
  • Analyzes, designs, develops, customizes, and implements a wide range of complex hardware and software to support large-scale Local Area Network/Wide Area Network systems including protocols, simple mail transfer protocol (SMTP) management systems, communications controllers, bridges, routers, and other network devices that support extensive operations.

    Conducts long-range planning and analysis of Local Area Network system needs for growth and expansion to incorporate personal computer Local Area Networks into the wide area network. Provides technical advice to senior management concerning network management issues. Performs work such as identifying and controlling all LAN hardware and software configurations, and developing technical standards and procedures for LAN development, implementation, and management. Establishes performance management metrics and evaluates overall Local Area Network performance against relevant standards.
  • Independently designs, develops, and manages major software projects in a specific specialty area to meet complex new or modified current or future business requirements. Independently performs specialized data analysis in order to help understand the concerns of an organization. Conducts top-down data modeling sessions with user subject matter experts. Formulates conceptual data models, entity and attribute definitions.
    Using statistical data processing and other techniques, conducts analyses in support of strategic planning, budget forecasting, workforce and staffing analysis, project management, and office automation. Identifies areas of inadequate data availability and recommends methods and procedures for data collection and aggregation. Participates in information requirements analysis to assess the need for specific data reporting procedures.

Contact Information:

Ashley Houston-Isaac

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