Information Technology Specialist (Customer 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. Current Department of Army Civilian Employees Defense Civilian Intelligence Personnel System (DCIPS) Interchange Agreement Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouses, under Executive Order (E.O.) 13473 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 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. Specialized Experience: One year of specialized experience which includes: (1) Assisting in the set-up of new hardware; (2) Assisting in the installation of computer software; and (3) Providing technical/help desk assistance on computer problems. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: 1) Attention to Detail: Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: leading others by setting the standards for the quality of work, even in the most difficult and/or high-pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards; 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. Examples of IT-related experience demonstrating this competency include: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the teams’ work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support; (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. Examples of IT-related experience demonstrating this competency include: clearly explaining and defending complex ideas, appropriately adapting to each audiences level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement; (4) Problem Solving; Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: providing precedent setting solutions to unique problems not previously encountered. OR Education: Master’s or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: Information Science. 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. You will be evaluated on the basis of your level of competency in the following areas: Computer Skills Information Technology Customer Support Network Operation Teaching Others 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).
Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. About the Position: Incumbent will serve as an Information Technology Specialist (Customer Support) assisting in the installation of computer software and hardware, provide technical/help desk assistance on computer problems.