Information Technology Specialist (Network and Customer Support)

Duties
As an Information Technology Specialist (Network and Customer Support), you will be responsible for:

• Accomplishing the technical and administrative aspects of assignments in accordance with regulatory guidance, specialized knowledge of information systems areas, and the application of sound management and automation system analysis procedures with respect to the established target.
• Operating, maintaining, monitoring, troubleshooting, and isolating problems on all components comprising the operating system, various electronic message handling infrastructure operating systems, transmission media and routers, communications security equipment, and servers.
• Providing a variety of customer support functions.

Qualifications
In order to qualify, you must meet the basic requirement AND the minimum qualifications described below. Your resume must clearly describe your relevant 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). You will receive credit for all qualifying experience, including volunteer experience.

BASIC REQUIREMENT
You must possess IT-related experience demonstrating each of these four competencies:
(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; and
(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

MINIMUM QUALIFICATIONS
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:
(1) working in an organizational messaging system (OMS) environment;
(2) working with Windows-based operating systems;
(3) troubleshooting and isolating problems on components supporting an organizational messaging system (OMS) environment; and
(4) documenting customer-reported incidents and resolutions in an automated trouble ticketing system. 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 systems technology principles, methods, and practices.
• Knowledge of computer systems and connectivity concepts.
• Skill in problem solving.
• Ability to communicate effectively.

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 GS-9 grade level or equivalent.

All qualification requirements must be met by the closing date of this announcement.

Education
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you can use your education to meet the basic requirement AND the minimum qualifications if you possess a Ph.D. or equivalent doctoral degree OR have completed 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral 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.

If qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.