INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Duties

As a INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT), you will:

• Plans, implements, and manages problem management systems designed to effectively recognize, report, track, and resolve problems..
• Evaluates the feasibility of adapting new methods to enhance customer satisfaction.
  Consults with experts in other specialty areas to develop integrated action plans. Issues technical bulletins via the intranet to inform customers of problems and to instruct them in taking necessary actions.
• Develop and present oral and written reports, presentations, and briefings to managers that accurately describes the current operational situation, maintenance impacts, and performance status; and, interprets meaning of analysis conducted, evaluation of the findings, and provides expert level recommendations.
• Participate in, and facilitate, various meetings with staff and work groups addressing issues, concerns, or seeking to resolve problems that impact the delivery of customer technical services.
• Explores ways to upgrade or enhance the level of services provided. Implements changes in response to customer requirements. Develops specifications for user instruction manuals based on customer's needs.

Qualifications

BASIC QUALIFICATIONS
Your resume must demonstrate you have IT-related experience in each of the four competencies listed below:

• Attention to Detail - Being thorough when performing work and conscientious about attending to detail.
• Customer Service - Working 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 - Expressing 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); making clear and convincing oral presentations; listening to others, attending to nonverbal cues, and responding appropriately.
• Problem Solving - Identifying problems; determining accuracy and relevance of information; using sound judgment to generate and evaluate alternatives and to make recommendations.

GS-13: You qualify at the GS-13 level you must possess one (1) year of specialized experience, which is equivalent to the GS-12 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties:

• Resolving difficult information technology customer support requests involving a wide variety of different platforms, operating systems, applications, and desktop configuration;
• Researching and providing feedback on problematic trends and patterns in customer support requirements;
• Working with network specialists, applications developers, and security specialists to prevent recurring information technology problems.

Please read the following important information to ensure we have everything we need to consider your application:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable), as it relates to this job opportunity. Please be clear and specific when describing your work history as we cannot make assumptions regarding your experience. Your application will also be rated and ranked among others based on your responses to the online questions.

Please ensure EACH work history includes ALL of the following information:

• Job Title (include series and grade if Federal Job)
• Duties (be specific in describing your duties)
• Employer's name and address
• Supervisor name and phone number
• Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008)
• Start and end dates for each grade/pay level if you've held a federal position.
• Full-time or part-time status (include hours worked per week)
• Salary

Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible.

Federal Experience
If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position.

National Service Experience (i.e., volunteer experience)
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 criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution at this grade level.