IT Specialist (Customer Support)

Summary This vacancy is for a IT Specialist (Customer Support) position in the Computer Service Division located at the U.S. Census Bureau Headquarters in Suitland, Maryland. The Census Bureau is accessible from the Metro Rail Green Line - Suitland Station.

This Job Opportunity Announcement may be used to fill other IT Specialist (Customer Support), 2210-13, positions within the Census Bureau in the same geographical location with the same qualifications and specialized experience. Duties Provides support by resolving inquiries, communicating information, and ensuring compliance with agency requirements. | Leads staff and manages program activities to meet organizational goals and operational requirements. | Manages property, records, and provide logistical support for Current Survey Operations. | Provides technical expertise and leads special projects that support Current Survey Operation priorities.

Qualifications

Specialized Experience: For the GS-13, you must have one year of experience at a level of difficulty and responsibility equivalent to the GS-12 in the Federal service. Experience for this position includes:

• Providing and overseeing field survey or Enterprise IT Customer Support.
• Leading staff and managing technical support resources;
• Administering accountable IT property and property-management systems;
• Coordinating technical operations, records, timesheets, device/token deployment, repair and inventory data; and
• Planning, researching, and delivering cross-functional IT special projects.

Technical Competencies (Condition of Employment): In addition to the above specialized experience, your resume must demonstrate one year of Information Technology (IT) related experience in the federal service or private or public sector demonstrating the following competencies, as defined:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - 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; is committed to providing quality products and services. Note: Clients and customers include 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.
• Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.
• Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.
• 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.
• Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
• Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• 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.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer.

After you submit this application, you will receive an e-mail informing you that a USA Hire assessment is required. You will have 48 hours from the closing date of this announcement, 11/12/2026, to complete the assessment as this assessment is part of your application. Education Education cannot be substituted for experience at this grade level. How you will be evaluated Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

Online Assessment: Applicants must complete the online USA Hire Competency Based Assessments measuring critical general competencies required to perform the job. Examples used in the assessment may include general situations not directly related to this position.

The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

CTAP and ICTAP candidates: CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website, The Employee's Guide to Career Transition.

If you are invited for an interview, you may be asked to bring a copy of your most recent performance appraisal.

Due weight shall be given to performance appraisals and awards in accordance with 5 CFR § 335.103(b)(3).

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Influencing/Negotiating
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork

We recommend that you preview the online questions for this announcement before you start the application process.

Do NOT include the following types of information in your application if included on your resume you will not be considered for this position:

• Social Security Number (SSN)
• Date of Birth (DOB)
• Photos of yourself
• Personal information: such as age, gender, religious affiliation, etc.

To preview the application questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13109353.How to apply Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on 11/12/2026 to receive consideration. The application process is as follows:

• Click the Apply Online button.
• Answer the questions presented in the application and attach all necessary supporting documentation.
• Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
• If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
• Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
• Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
• Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
• Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.

Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources.

To update your application, including supporting documentation: During the announcement open period, return to your USA JOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: Visit USAJOBS Help Center - How to see your application and job status.

Applicants are strongly encouraged to apply online; however, if you are unable to apply online, please email the Agency contact.Other information Applicants who apply under this Job Opportunity Announcement may opt-in (at their request) to allow the sharing of their resume, cover letter, transcripts, certifications, and other associated documents and applicable personal information shared with other Department of Commerce (DOC) Bureaus/Offices who have vacancies within the same occupational series, grade and pay band (or its equivalent), and full performance level in the same duty location or commuting area of the duty location listed on the Job Opportunity Announcement. Applicants that apply for General Schedule (GS) positions can be considered for pay band positions under one of the DOC's alternative personnel systems (i.e., Commerce Alternative Personnel System (CAPS), or Alternative Personnel Management System (APMS)) that have the equivalent GS grade level and full performance level, and similarly, CAPS and APMS applicants may be considered for GS positions or one of DOC's alternative personnel systems. Upon acceptance of a position, the employee will be subject to the corresponding pay system (i.e., GS, CAPS or APMS). Applying to this announcement does not replace the need to apply to other job opportunity announcements for which they wish to receive consideration.

Individuals who have received a Voluntary Separation Incentive Payment, otherwise known as a buyout, must repay that incentive if they are reemployed by the Federal Government within five years of separation.

Additionally, the following links provide information on various hiring authorities that may enable you to apply through merit assignment procedures, or be eligible for a non-competitive appointment.

• VEOA
• 30% or more disabled veteran
• Persons with disabilities
• CTAP
• ICTAP

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.

The Department of Commerce also provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the Human Resources Office. The decision on granting reasonable accommodation will be on a case-by-case basis. TTY users can contact the Human Resources Office via the Federal Relay Service, 1-800-877-8339.