This position is located in the End User Operations Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer.
Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision. Knowledge and hands-on experience managing workstation configuration leveraging scripting or COTS products. ** Knowledge and hands on experience managing workstation compliance enforcement and vulnerability remediation. ** Knowledge and hands on experience troubleshooting workstation service disruptions. ** Ability to communicate effectively other than in writing.
This permanent position is hybrid telework-eligible. It is not eligible for 100% distant/remote telework. The position is in the End User Operations Section of the IT End User Services Division, IT Partner Engagement, a directorate within the Office of the Chief Information Officer. The incumbent is responsible for managing and executing end user support tasks. The tasks demand interpreting and applying IT policies, standards, and requirements, as well as adapting and modifying existing methods and approaches to meet specific needs. Independently implements recommendations or work as part of a team, providing expert advice and guidance on a wide range of intricate IT issues. The incumbent is also tasked with evaluating and recommending new or enhanced approaches for delivering IT services, ensuring they align with customer needs and organizational goals. Incumbent analyzes and recommends solutions to resolve complex issues that arise from responding to customer requests and requirements, often requiring in-depth troubleshooting and problem-solving skills, especially at the Tier 3 level. The role involves taking on higher-level responsibilities, including handling escalated or advanced technical issues that demand a deep understanding of IT systems and advanced solutions. Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations. Knows about available products and services within the agency. Displays commitment to providing quality products and services. The incumbent supports enterprise initiatives and provides operational support for Library events (National Book Festival, New Member Seminar, American Library Association Conference, etc.). Occasional travel may be required. We are seeking a skilled End User Operations Specialist to join our End User Operations section. This role requires an experienced professional who can handle complex workstation management tasks including configuration management, vulnerability remediation, security hardening, and advanced troubleshooting. The successful candidate will be responsible for maintaining enterprise workstation environments through automated deployment, patch management, and comprehensive endpoint support. The candidate should possess excellent analytical and problem-solving abilities. KEY RESPONSIBILITIES: Configuration Management & Deployment: Design, implement, and maintain workstation configuration management solutions using scripting languages and/or Commercial Off-The-Shelf (COTS) products Build and deploy standardized workstation images and software packages across enterprise environments Manage automated patch deployment systems and monitor patch compliance Maintain and update configuration baselines to ensure consistent system states Security & Vulnerability Management: Identify, assess, and remediate workstation vulnerabilities affecting base operating systems Address security issues in third-party software and system configurations Implement and troubleshoot security hardening baselines for workstation endpoints Ensure compliance with organizational security policies and industry standards Advanced Technical Support: Perform comprehensive end-to-end troubleshooting of complex workstation issues Diagnose problems across operating systems, application configurations, and network connectivity Collect, analyze, and interpret system logs and diagnostic data Escalate issues when necessary and provide detailed documentation of findings and resolutions ESSENTIAL SKILLS: Excellent analytical and problem-solving abilities Strong attention to detail and documentation skills Ability to work independently and manage multiple priorities Effective communication skills for technical and non-technical audiences Commitment to continuous learning and staying current with technology trends The position description number for this position is 465431. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area. The incumbent of this position will work a compflex; or flexitime; or maxiflexwork schedule. This is a non-supervisory, bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement. Performs various other related duties as assigned.