Supervisory IT Specialist (Customer Support)

EXPERIENCE: One year of work experience is twelve months working full-time (at least 35-40 hours per week). Part-time experience can be pro-rated (i.e., a year at 20 hours per week is credited as 6 months of experience). If your position consisted of mixed duties, experience credit is given for the percentage of time that you spent on qualifying duties (i.e., if you held a position for 2 years, full-time, consisting of 25% personnel work and 75% budget work, and then applied for a budget position you could calculate your experience as follows: 2 yrs = 24 months. 24 months x 75% [percentage of time spent on budget duties] = 18 months of qualifying experience.) UNDERGRADUATE EDUCATION: A year of undergraduate education is 30 semester hours, 45 quarter hours or the equivalent of college study. This education must have been obtained in an accredited college or university for which high school graduation or the equivalent was a prerequisite. GRADUATE EDUCATION: In the absence of specific graduate program information, a year of graduate education is 18 semester hours or 27 quarter hours of graduate level college course work, or the number of credit hours the school attended has determined to represent 1 year of full time study. This education must have been obtained in an accredited college or university. BASIC REQUIREMENT: This standard allows qualification requirements to be met through education or experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: Degree in 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. OR Experience: 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. For the GS-5 through GS-15 (or equivalent) grade levels, individuals must have IT-related experience demonstrating each of the four competencies listed below: 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. For GS-13: Applicants must meet the following to qualify for the GS-13 level: One year of specialized experience equivalent to at least the GS-12 level in the Federal service that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. Specialized experience is that which has equipped the applicant with the competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. More specifically, this includes but is not limited to: experience interpreting and implementing IT policies, standards, and requirements; analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements; experience with Linux and Windows-based system programming and server installation and setup; and developing training, internal documentation, advisories, and technical documents to support reporting and evaluations of technology, programs, systems and processes. This work experience would have involved following established methods and procedures, or detailed instructions; using independent judgment in applying principles and procedures; and independently completing recurring assignments, but referring deviations, problems, and unfamiliar situations to a designated person for decision or help. Examples of such experience may include: information systems analysis, design, testing, and implementation; integration of new applications with existing information systems, maintaining data integrity; translation of strategic planning objectives into tactical process plans; and coordination of applications development, special information systems projects, and new computer programs. The complexity of the aforementioned work examples typically required extensive modification and adaptation of standard procedures, methods, and techniques, and the development of totally new methods and techniques to address novel or obscure problems for which guidelines or precedents were not substantially applicable. This level of work experience would reflect wide latitude for the exercise of independent judgment to perform work of marked difficulty and responsibility. This experience must demonstrate competence in the areas of Attention to Detail, Customer Service, Oral Communication, and Problem Solving as described further above. You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.
What General Information Do I Need To Know About This Position? Salary: $103,409 (Step 01) to $134,435 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.