Information Technology Specialist (Customer Support/System Administrator)

Duties
As an Information Technology Specialist (Customer Support/System Administrator), NH-2210-02, you will, with guidance and assistance, be responsible for troubleshooting and diagnosing all hardware, software, network failures, in addition to providing a solution for every service request elevated to the assigned tier. You will also:

• Perform hardware support such as installation of hardware component level upgrades including disk drives, motherboards, network interface cards, CD-ROMs, video cards, memory and other internal boards.
• Be responsible for the receiving, imaging, inventorying and deployment of all new and refresh systems, in addition to the proper removal of the outdated systems on the Edwards network.
• Set-up, relocate, and install new desktop systems, servers, and related peripherals.
• Document and provide input on current procedures and standards for response to major enterprise outages, network backup and recovery, desktop configurations and interfaces, administration, security auditing, and connection monitoring.

Qualifications
EXPERIENCE: Experience must be IT related and demonstrating each of the four competencies listed below; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example IT certification).
1. Attention to Detail – Is thorough when performing work and conscientious about attending to detail.
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.
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.
4. Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

OR EDUCATION SUBSTITUTION: 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. NOTE: YOU MUST SUBMIT COPIES OF YOUR UNOFFICIAL TRANSCRIPTS WITH YOUR APPLICATION IF USING EDUCATION AS A SUBSTITUTION OF EXPERIENCE.
ONLY EXPERIENCE OBTAINED BY THE CLOSING DATE OF THIS ANNOUNCEMENT WILL BE CONSIDERED.
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, but you must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas as reported on your résumé

1. Knowledge of basic Local Area Network/Wide Area Network (LAN/WAN) and system principles and practices sufficient to install, configure, and troubleshoot components.
2. Knowledge of concepts and techniques required to assist in the planning, operation, and maintenance of a LAN/WAN, including the installation and implementation on enhancements.
3. Ability to research, analyze, interpret, and apply computer sciences and information technology principles and practices.
4. Knowledge of systems analysis principles and techniques; process engineering concepts; enterprise IT architecture, and new IT technologies, (e.g. e-business ideas, prototypes, pilots, and operational applications.
5. Ability to analyze, plan, and adjust work operations of one or more personnel to meet program requirements and objectives within available resources.

Education
ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts to support your educational claims. Unofficial transcripts on college letterhead are acceptable, and must display major field of study and date degree conferred. Education must be accredited by an accrediting institution recognized by the U.S. Department of Education. Applicants can verify accreditation here.
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program; or an accredited U.S. state university reports the other institution as one whose transcript is given full value. It is your responsibility to provide such evidence when applying.