IT Operations Support Specialist

ASM Research•Germantown, MD

About The Position

The IT Operations Support Specialist provides functional knowledge in IT operations support, processes, and end-user technology areas to DOE OIG. Working with OIG IT specialists and managers, the specialist supports end users with equipment and software, manages requests in ServiceNow, and assists the OIG Asset Management team with tracking accountable IT assets in Sunflower and other DOE asset management systems. The role handles routine aspects of the work under the supervision of higher-level staff.

Requirements

Two to three years of functional experience in IT service operations support, end-user support, or IT operations, with working knowledge of relevant industry, process, or technology areas.
U.S. citizenship and eligibility to obtain and hold a federal security clearance.
Experience with incident, problem, and request management in an ITSM tool; ServiceNow is preferred.
Working knowledge of tracking and reconciling IT hardware and software assets.
Strong troubleshooting, written and verbal communication, and customer service skills.
Ability to work in a federal environment with government-furnished equipment, PIV-card access, and DOE security requirements.

Nice To Haves

Associate’s degree or technical or trade school training.
Experience with ServiceNow incident and request management at a federal agency, ideally DOE or another Office of Inspector General.
Experience with Sunflower or another government property or asset management system, and with accountable property processes.
Exposure to Microsoft Power Platform or SharePoint end-user support.
ITIL Foundation or CompTIA A+ / Security+ certification.

Responsibilities

Provide technical support to customers using client-level hardware and software in accordance with established or approved organizational processes.
Support OIG end users by phone, email, in person, and through the ticketing system.
Set up, configure, troubleshoot, and support workstations, laptops, mobile devices, peripherals, and standard productivity and collaboration tools.
Use ServiceNow to log, categorize, prioritize, diagnose, resolve, escalate, and close incidents and problems.
Fulfill and track service requests in ServiceNow, coordinating with the DOE Enterprise Help Desk / EITS Service Desk for issues outside OIG scope.
Document resolutions and knowledge articles, flag recurring issues, and recommend process improvements that reduce repeat incidents and support service-level targets.
Keep users informed of ticket status and communicate with technical and non-technical staff.
Assist OIG IT specialists and managers with daily IT operations.
Support OIG IT points of contact with routine operational tasks, status reporting, and process documentation.
Follow established OIG and DOE IT processes and procedures, and recommend improvements through the supervising lead.
Assist the OIG Asset Management team in managing accountable OIG software and IT-related hardware assets tracked in Sunflower and other DOE asset management systems.
Support asset receipt, assignment, tagging, relocation, return, and disposal, and participate in physical inventories and reconciliation.
Maintain accurate asset records and follow Departmental property management guidance, templates, and standards.