IT Specialist (Customer Support)

In order to be qualified for this position, you must possess one year of specialized experience, equivalent to the GS-11 level in the Federal service installing and configuring hardware or software in alignment with organizational policies; researching and then resolving complex IT software/hardware problems (e.g. involving multiple systems, new software, unprecedented issues) for end users; providing guidance to employees on IT policies and procedures; and recommending improvements to IT programs or policies – AND – IT related experience that demonstrates the following competencies 1) Attention to Detail: ensuring IT systems, programs, and/or users are in compliance with established policies; 2) Customer Service: identifying customer needs to recommend products/services which will enhance their operations; 3) Problem Solving: modifying or adapting existing IT systems or policies to resolve customer issues or improve service delivery; and 4) Oral Communication: training end users on the use of IT systems or providing technical guidance to decision makers and/or other technical staff. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 as part of your application to be used to validate your work schedule and determine the amount of specialized experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either “full-time” (or “40 hours a week”) or “part-time” with the number of hours worked per week to ensure proper crediting of specialized experience. For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected. This announcement may be used to fill one or more positions. Physical Demands: The work is primarily sedentary; however, some work requires walking in steep terrain (to access IT infrastructure) and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. Working Conditions: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work will occur in outdoor areas or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, fall restraints or other protective equipment.
As an IT Specialist, you provide customer support to end users at Mount Rushmore National Memorial.