IT Specialist (Customer Support)

Role Overview

In this position, you will manage the engineering, setup, rollout, and ongoing administration of endpoint software in an enterprise setting, primarily using Microsoft Intune and other cloud-based tools.

Key Duties

• Build, configure, and release software packages through Intune, including automated deployment packages tailored to installation needs.
• Validate application packages for successful installation, performance, and compatibility across supported endpoints, while keeping deployment records, version histories, and rollback steps current.
• Oversee the complete lifecycle of managed applications, including launch, updates, retirement, and replacement, and help coordinate patching to reduce vulnerabilities and maintain compliance.
• Evaluate the effect of software changes, work with stakeholders to plan deployment timing with minimal disruption, and look for ways to improve delivery through standardization, consolidation, or automation.
• Support security reviews, audit-related requests, and vulnerability reporting tied to endpoint software and configuration.
• Log and maintain customer cases in an automated ticketing platform, use Intune and related tools to troubleshoot deployment, policy, and compliance problems, and partner with service desk, endpoint, security, and engineering teams to resolve issues.
• Analyze deployment tickets for recurring patterns, recommend corrective actions, and maintain technical documentation covering endpoint software, packaging standards, and deployment procedures.

Eligibility and Conditions

• Applicants must currently hold career or career-conditional status, or otherwise meet the eligibility requirements for that status.
• Men born after 12/31/59 must be registered with Selective Service.
• For promotion consideration, qualification standards including one year of time-in-grade at the next lower grade level must be satisfied within 30 days of the announcement closing date.
• Selected candidates may be required to submit a transcript before the start date unless already exempt as a current Smithsonian employee in the same 2210 series and federal competitive status.

Qualifications

You should have at least one year of specialized experience equivalent to the GS-11 level in the Federal Service. Relevant experience includes administering the configuration, deployment, and lifecycle of software through Microsoft Intune; fixing vulnerabilities in managed software; working closely with customers and stakeholders; setting or applying IT security standards for software; supporting complex issues through an IT ticketing system; and producing documentation and process improvements.

In addition to the specialized background above, candidates must demonstrate IT-related experience across the following competency areas: attention to detail, customer service, decision making, information management, interpersonal skills, oral communication, problem solving, teamwork, and technical competence.

Application Notes

Your resume must be no longer than two pages and should clearly show how your background matches the responsibilities and specialized experience for this role. Do not reuse the vacancy wording directly; instead, describe your own experience in detail. Paid, unpaid, part-time, volunteer, and National Service experience may all count toward qualification, including work performed through programs such as Peace Corps, AmeriCorps, and similar organizations. If you have part-time or unpaid experience, you must provide the number of hours worked per week so your total experience can be calculated.

Additional Information

This role is part of a bargaining unit. Recruitment incentives may be authorized, but any offer depends on availability and approval, and some incentives require a service agreement to remain in federal service for a specified period. Applications may be considered for vacancies across the Smithsonian Institution, and by applying you allow your materials and personal information to be shared with hiring officials for same or similar positions at the listed locations. This announcement may close at 11:59 pm Eastern Time either on the posted closing date or when 150 applications are received, whichever happens first. If it closes because the 150-application limit is reached, all applications submitted by 11:59 pm that day will still be reviewed, including those above 150. Applicants should also be aligned with the Smithsonian’s mission of improving federal efficiency, supporting the ideals of the American republic, and upholding the rule of law and the United States Constitution.

Benefits

The Smithsonian provides a broad benefits package that includes vacation and sick leave, paid holidays, health and life insurance, accident insurance, and strong retirement options. Additional benefits information references flexible spending accounts, health insurance, leave, life insurance, long-term care insurance, and retirement program options.