Information Technology Specialist; Customer Support

Position: Information Technology Specialist (Customer Support)

Information Technology Specialist (Customer Support)

Apply for the Information Technology Specialist (Customer Support) role at U.S. Customs and Border Protection.

Pay Range

Base pay range: $/yr – $/yr.

Organization & Location

This position is within the Department of Homeland Security, U.S. Customs and Border Protection, Office of Information and Technology, Chief Technology Office, located in Ashburn, Virginia. Please consult the USAJOBS announcement for available locations.

Summary

Ensure the confidentiality, integrity, and availability of systems, networks, and data through planning, analysis, development, implementation, maintenance, and enhancement of information system security programs, policies, procedures, and tools. The salary range is $ (GS‑14, Step
1) to $ (GS‑14, Step 10), with applicable locality and special pay rates.

Duties

• Identify and champion opportunities for transformative customer support improvements.
• Align IT infrastructure strategically with agency goals.
• Collaborate with senior leadership, technical teams, and stakeholders to implement solutions, resolve critical issues, and deliver impactful results.
• Plan and lead the implementation of complex, enterprise‑wide systems designed to enhance existing applications.
• Work cross‑functionally to identify strategic needs and develop innovative IT solutions.

Requirements

U.S. citizenship and residency for at least three of the last five years. Male applicants born after 12/31/1959 must register with Selective Service. All pre‑employment processes are conducted in English, and a background investigation is required. Employees must comply with the DHS Drug‑Free Workplace Plan, federal ethics rules, and the criminal conflict‑of‑esthesia statutes.

Qualificationscorner

Basic Requirement: IT‑related experience demonstrating the following competencies:

• Attention to Detail – thorough and conscientious work.
• Customer Service – interactions with clients and stakeholders to assess needs and resolve issues.
• Oral Communication – effective presentation and listening skills.
• Problem Solving – analyze information, evaluate alternatives, and provide recommendations.

Specialized Experience (GS‑14): Minimum one year of experience equivalent to the next lower grade level. Responsibilities include monitoring, troubleshooting, partnering with teams, developing technical solutions, translating technical concepts into concise briefings, and ensuring compliance with agency standards.

Education

See Qualifications and Required Documents sections for applicable education requirements.

Additional Information

Applicants must complete a four‑question questionnaire, submit a resume not exceeding two pages, and complete USA Hire Competency Based Assessments within 48 hours of receiving the assessment URL. Reasonable accommodation requests for online assessments must be submitted prior to assessment completion.

Notes for Qualified Veterans and Persons with Disabilities

• Refer to 5 CFR 223.3102(u) and 5 CFR 315.707 for Veterans, Peace Corps/VISTA volunteers, and persons with disabilities.
• Non‑competitive appointment program eligibility and required documentation.

Seniority Level

Mid‑Senior Level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Government Administration

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