IT Specialist (CUSTSPT)

You must meet the following requirements by the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. Specialized experience: For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience: for this position includes ALL of the following: – Performing IT Customer Support work that involves facilitating, planning and delivering customer support principles and methods.; AND – Installation, configuration, troubleshooting, and communicating IT issues inside and outside the business unit in order to provide first-contact customer service problem resolution.; AND – Project experience with end user IT systems with a wide variety of technologies (i.e. operating systems, mobile devices, administrative tools, end user software). AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below.- Attention to Detail, such as ensuring adherence to regulations, guidelines, and procedures relating to end user IT security.- Customer Service, such as providing end user device support.- Oral Communication, such as providing guidance to management, contracting officers and project leads on technical aspects of end user IT equipment.- Problem Solving, such as researching and reviewing new technology that may be used for providing security and enhancements to the current IT infrastructure. Specialized experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience: for this position includes ALL of the following: -Providing workstation user network account support to include setup and configuration; AND -Troubleshooting and maintaining operational support systems, (i.e. personal computer hardware, peripherals, training and advisory assistance, diagnosis and resolution of operating problems); AND -Participating as part of a team to work on various IT related projects. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below.- Attention to Detail, such as performing advanced troubleshooting on end user IT incidents, network issues and service requests.- Customer Service, such as providing second-tier level contact, and problem resolution and providing customer education.- Oral Communication, such as facilitating meetings with stakeholders and customer interaction.- Problem Solving, such as in-depth troubleshooting, researching and finding a workable solution. OR You may substitute education for specialized experience as follows: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. Graduate education must be in one or a combination of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Specialized experience: For the GS-9, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience: for this position includes ALL of the following: – Providing workstation user network account support to include setup and configuration; AND -Participating as part of a team to work on various IT related projects. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below.- Attention to Detail, such as performing triage on basic end user IT incidents, network issues and service requests.- Customer Service, such as providing first-level contact and problem resolution.- Oral Communication, such as facilitating meetings with customers.- Problem Solving, such as troubleshooting access and IT equipment issues. OR You may substitute education for specialized experience as follows: 2 full academic years of progressively higher graduate level education or Master’s degree in computer science, engineering, information science, information systems, management, mathematics, operations research, statistics, or technology management or a degree that provided a minimum of 24 semester hours in one or more of the field identified above and required the development or adaptation of applications, systems, or networks. In addition to meeting specialized experience, applicants must also show proficiency in 1) attention to detail, 2) customer service, 3) oral communication, and 4) problem solving.
PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. This position is located at Bureau of the Fiscal Service, User Services Division. As an IT Specialist (CUSTSPT), you will deliver a variety of operational support services and play an active role in providing operational desktop hardware and software support.