About the role
Duties
As an Information Technology Specialist (Customer Support), you will:
- Install, configure, and troubleshoot desktop systems.
- Test and update communication interfaces.
- Maintain a variety of customer hardware and software.
- Analyze and troubleshoot a wide variety of computer software products, desktop applications, desktop operating systems and peripheral devices.
- Contact various hardware and software vendors to report and resolve interoperability problems.
- Develop and/or maintain problem tracking resolution databases.
Qualifications
In order to qualify, you must meet the education and/or experience requirements described below. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.
Experience required: 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.
To qualify based on your experience, your resume must describe at least one year of experience which prepared you to do the work in this job. Specialized experience is defined as: providing accurate and timely technical and functional support to customers who require advice, assistance, and training relating to desktop systems; installing, configuring, troubleshooting desktop systems, commercial off the-shelf software, and local area network communication support. In addition, you must have experience demonstrating attention to detail, customer service, oral communication, and problem solving. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-09).
You will be evaluated on the basis of your level of competency (knowledge, skills, abilities) in the following areas:
- Knowledge of Information Technology Systems
- Skill in Performing Computer Maintenance
- Ability to Communicate Effectively
Education
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using either experience or education.
Substitution of Education: A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level education leading to a Ph.D. or equivalent doctoral degree. 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 attach a copy of your transcripts for verification.) Only degrees from an accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements.
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