The Office of the Chief Information Officer (OCIO) serves as the IT hub of the U.S. Department of Labor. We develop, maintain and protect IT solutions and data across our 27 agencies to enable mission outcomes through technology and service. OCIO continually enhances federal IT and digital capability with a focus on cybersecurity and customer experience to serve America's wage earners, job seekers and retirees.
The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Relocation Expenses, Recruitment Incentives, Superior Qualifications and Special Needs Pay-Setting Authority may be negotiable. Click here for Additional Information.
This role supports the Office of the Chief Information Officer (OCIO) by serving on the Enterprise Service Desk (ESD), providing multi-channel IT customer assistance, troubleshooting issues related to hardware, software, network services, and user access, and contributing to service management activities such as asset tracking, knowledge updates, project support, and ensuring compliance with federal cybersecurity and accessibility requirements.
Major duties include, but are not limited to: Serve as a technical resource for the ESD, providing advanced end-user support across multiple channels, including phone, email, chat, walk-ins, and self-service systems. Receive and resolve escalated incidents, applying independent judgment to diagnose and remediate complex hardware, software, network, and access-related issues.
Utilize the IT Service Management (ITSM) platform to log, categorize, prioritize, assign, and resolve incidents and service requests in accordance with OCIO policies and procedures and IT Infrastructure Library (ITIL) based processes. Administer user accounts and access controls across multiple platforms. Maintain accurate records in the IT asset management system for hardware, software, and peripherals.
Participate as a contributing team member on IT projects, supporting project activities throughout their lifecycle. Draft statements of work, conducts market research, prepares cost estimates, and assists with monitoring contractor performance for quality and timeliness. Track and report on service desk resource utilization, including equipment, software licenses, and support trends, to provide accurate data that informs IT budget planning and procurement decisions.
Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service. If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum coursework requirements for this position.
Click Evaluation of Foreign Education for more information.
toft.kayla.m@dol.gov · 202-693-1000 X11920
This position is with Office of the Assistant Secretary for Administration and Management, Department of Labor.
The posted pay range is $83935 – $109122/yr.
This position is eligible for telework.
Applications close on 2026-10-05.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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