IT SPECIALIST (CUSTOMER SUPPORT)

Summary This is a public notice flyer to notify interested applicants of anticipated vacancies. Applications will not be accepted through this flyer. Interested applicants must follow the directions in the "How to Apply" section of this flyer to be considered. There may or may not be actual vacancies filled from this flyer. Notice of Result letters will not be sent to applicants who respond to this flyer. Responsibilities You will diagnose and resolve problems in response to incidents reported by customers. You will install, configure, and tests software on customer IT equipment. You will provide routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security / information assurance. You will ensure application of information security / information assurance policies, principles, and practices in the delivery of customer support services. You will coordinate with higher headquarters and supporting commands for the implementation of new technologies, hardware, and software. You will present alternatives and recommendations for improving customer service delivery. Requirements Conditions of Employment Qualifications Your resume must demonstrate one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined : 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include : following instructions, policies, and guidelines and use judgment to address routine work issues. 2. 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. IT-related experience demonstrating this competency include : troubleshooting, diagnosing, and resolving Information Technology (IT) related customer problems. 3. 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. IT-related experience demonstrating this competency include : Presenting formal and informal training, guidance, and assistance to customers. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include : troubleshooting hardware and software components. In addition to demonstrating the four competencies above, your resume must also demonstrate at least one year of specialized experience at or equivalent to the GS-07 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following : Performing customer support by troubleshooting, diagnosing, and resolving Information Technology (IT) problems in a manner that minimizes interruptions to customer operations. Examples of qualifying experience : Updating and maintaining problem tracking / ticketing systems; installing, configuring, upgrading and troubleshooting hardware / software; and implementing new technologies, hardware and software. Additional qualification information can be found from the following Office of Personnel Management website : Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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. Education In lieu of specialized experience listed in the Qualifications section, applicants may qualify based on education as follows : Completion of a master's or equivalent graduate degree or Completion of 2 full years of progressively higher level graduate education leading to such a degree or Possession of a LL.B. or J.D., if related Additional Information Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. ­Relocation incentives as described in 5 USC 5743 may be authorized in accordance with applicable regulations. PCS is not authorized. This position is covered by the Department of Defense Priority Placement Program. Several vacancies may be filled. A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments. Federal annuitant information : The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at : Veteran's preference does not apply when selecting individuals under this specific hiring authority. However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below.