IT Specialist (CustSpt)

Duties

• Responsible for resolving user trouble tickets, and for providing consulting services to the network administrator, database analyst for specifically difficult problems.
• Resolves trouble tickets that cannot be resolved by Tier I and Tier II technicians.
• Provides interpretation of technical provisions of contracts, and informally discusses technical differences between vendors.
• Troubleshoot network connectivity, server connections, PC hardware and software to determine the cause of failure.
• Plans, coordinates, develops, tests, documents, installs and maintains desktops on the Installation Campus Area Network (ICAN) systems, user activities.

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.  Additional information about transcripts is in this document.

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 specialized experience equivalent to the GS-11 grade level in the Federal service which included work that involves: 1) Diagnosing and resolving problems in response to customer reported incidents; 2) Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; 3) Installing, configuring, troubleshooting, and maintaining customer hardware and software; 4) Developing and managing customer service performance requirements. I possess IT-related experience demonstrating each of the following 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service. GS-11

You will be evaluated on the basis of your level of competency (knowledge, skills, abilities) in the following areas:

• Knowledge of IT service support functions.
• Knowledge of specific system requirements.

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-11 level (or equivalent).

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 experience alone--no substitution of education for experience is permitted.