Information Technology Specialist (Sustomer Support)

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. 30 Percent or More Disabled Veterans Current Department of Army Civilian Employees Current Department of Defense (DOD) Civilian Employee (non-Army) Defense Civilian Intelligence Personnel System (DCIPS) Interchange Agreement Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Executive Order (E.O.) 12721 Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 Non-Appropriated Fund Instrumentality (NAFI) Non-Department of Defense (DoD) Transfer Office of Personnel Management (OPM) Interchange Agreement Eligible People with Disabilities, Schedule A Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Reinstatement Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. IT Competencies: for this occupational series there are competency requirements in addition to specialized experience and/or education that applicants must possess in order to be minimally qualified. The competencies below must also be demonstrated in your resume. 1. Attention to Detail: Review data from multiple sources and determine relevant information to a given situation. Draft, edit and disseminate written reports and status updates that are factual, timely and relatively error free. 2. Customer Service: Develop and maintain relationships with customers with diverse needs. Provide technical information about products and services. Assess the needs of customers and identify or tailor products and/or services to meet their needs 3. Oral Communication: Communicate, explain or defend ideas or information clearly. Listen to others and recognize potential miscommunications. 4. Problem Solving: Use logic to identify alternatives to solve technical problems. Identify and solve problems by gathering and applying information from a variety of materials or sources that provide several alternatives. Minimum Qualifications for GS-09: Specialized Experience: One year of specialized experience which includes performing the following duties: (1) infrastructure maintenance, developing strategic software utilization for systems integration; (2) installing, configuring, operating of automated systems, databases and software; (3) troubleshooting software and hardware problems; (3) annotating reports in Automated Data Processing devices; (4) implementing, interpreting, designing, automated systems, developing operating procedures. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). OR Education Option for GS-09: Master’s or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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. OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify. (Note: You must attach a copy of your transcripts.) You will be evaluated on the basis of your level of competency in the following areas: Information Technology Customer Support Operating Systems Oral Communication Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).
About the Position: Serves as an Information Technology Specialist (Customer Support), advisor to the Chief, Information Management within Academic Technology Support Division. For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., month/year to month/year or month/year to present).