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. Customer Service - Works with clients and customers (that is, 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) 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.