Information Technology Specialist (Customer Support)

Individual Occupational Requirement (IOR): Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail – Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND Require one year of specialized experience at the next lower GS-11 grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. All qualification requirements must be met by 11:59 pm (Eastern Time) on 10/10/2024. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated “Ineligible” for that grade level. GS-12: One year of specialized experience, equivalent to the GS-11 grade level in the Federal service, obtained in either the private or public sector: Provide leadership and direction in developing plans, procedures, instructions, criteria, and specifications for information technology and its implementation; AND Perform system and account management within a Hybrid Enterprise environment such as Windows, Apple, and Salesforce Cloud Platform; AND Install, configure, and troubleshoot IT software and hardware such as laptops, iPhones, printers, monitors, docking stations, and scanning systems to include creating System Center Configuration Manager (SCCM) package builds and updates; AND Utilize support service ticketing platforms, such as ServiceNow to track and resolve Incidents and Requests in an Enterprise environment. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM’s Qualifications web site: Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov) 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
You will serve as a IT Specialist (Customer Support) for the Small Business Administration (SBA), Office of Capital Access (OCA), Disaster Lending Division (DLD) in Herndon, VA. The employee will serve under the technical and administrative direction of Herndon support desk supervisor and will be responsible for the development, implementation, operation of IT equipment and systems. This job will close when we have received 50 applications which may be sooner than the closing date.