Information Technology Specialist (Customer Support)

Duties

• As an Information Technology Specialist (Customer Support), you will:
• Respond to all user reported incidents of information technology (IT) difficulties; troubleshooting hardware and software, determining the remedy required and resolving the problems.
• Serve as the Military Entrance Processing Station (MEPS) Information Assurance Officer supporting the Cybersecurity Program.
• Maintain an inventory and review all IT property losses, damages, or destroyed property and initiates appropriate reports.
• Analyze data to troubleshoot computer hardware, software, and network problems.
• Configure, install, and repair telecommunications and automation systems and equipment.
• Ensure the application of information security/assurance policies, principles, and practices.
• Train users in data backup and information technology applications.

Requirements

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position has been designated as non-critical sensitive as defined in DoD 5200.2-R, and requires you to possess, or obtain and maintain for the duration of employment, a Secret security clearance.
• You may be required to work Saturdays, Sundays, evenings and/or holidays, shift work or rotating shifts on an exception basis as required.
• This position requires you to meet foundational, residential, and annual maintenance requirements per assignment to the Cyber Workforce.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience and/or education requirements described below. 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. 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 .

Basic Requirement (Applies to both grade levels):

Attention to Detail: Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

AND

Specialized and Other Experience: One year of specialized experience which includes: Troubleshooting Information Technology issues to resolve customer technology complications; Training users in information technology procedures; Installing upgrades and modifications to ensure system availability and effectiveness. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

OR

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:

Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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. (You must provide a copy of your transcripts in your application package).

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit:

In order to qualify for this position, based on your education, education substitution, or combination of education and experience, you must have either completed the education requirement, or will complete this requirement within 30 days from the closing date of this announcement. If you will not complete this requirement within 30 days from the closing date of this announcement, you will be rated as Not Qualified for this position.

You must provide appropriate documentation to reflect when you will meet the education requirement. Appropriate documentation includes: (1) Resume indicating your projected completion/graduation date; (2) Transcripts indicating your projected completion/graduation date; (3) A letter signed by the institution's registrar indicating your projected completion/graduation date.

Additional information

• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
• You will be required to provide proof of U.S. Citizenship.
• One year trial/probationary period may be required.
• Direct Deposit of Pay is required.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the information sheet.
• This is a Career Field position.
• Multiple positions may be filled from this announcement.
• Recruitment/Relocation incentive may be authorized if determined to be in the best interest of the Federal Government and requirements are met.
• Salary includes applicable locality pay or Local Market Supplement.
• Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest..