IT Specialist (Customer Support)

Duties
Help

• Serves as a first level of response and analysis for clinical and administrative IT work tickets.
• Works with Active Directory to create, maintain, and assign user and systems accounts, roles, and access.
• Administers end user devices (EUD's), assists with deployment of applications and their upgrades.
• Diagnoses and resolve problems in response to customer reported incidents.
• Provides technical support to junior customer support technicians as well as customers who need advice, assistance, and training in applying hardware and software systems.
• Troubleshoots hardware and software on various workstations and laptops assisting more experienced specialist in solving very complex problems.

Requirements
Help
Conditions of employment

• Must be able to obtain and maintain IAT Level II certification by completing one of the commercial certifications as outlined in DODM 8140.03 within six (6) months of employment.
• Must be able to obtain and maintain Comp TIA Security + certification by completing required training within six (6) months of employment.
• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent to be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• Required to be trained and certified to handle Health Insurance Portability and Accountability Act (HIPAA), Private Health Information (PHI), and Personally Identifiable Information (PII).
• Position is designated as Inclement Weather Essential. The incumbent must make every attempt to report for work on time and/or remain on duty during severe weather conditions.
• The employee may be required to travel away from the normal duty station on an infrequent basis up to 10% of the time.
• The employee will be required to possess and maintain a valid state's driver's license.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the 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 in this document .

Specialized Experience: One year of specialized experience which demonstrates experience in providing IT software desk top customer support to network users; Identifying and resolving computer equipment problems by troubleshooting systems; Performing system administration duties such as installing, configuring, hardware and software in local network. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) 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.

(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. 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.

(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. 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.

(4) 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.

OR

Education: Master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree or a 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.

OR

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

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.
• Salary includes applicable locality pay or Local Market Supplement.
• If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
• 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.