IT SPECIALIST (CUSTOMER SUPPORT)

Duties
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• Installs, maintains, troubleshoots, and repairs all hardware and software components of a standard desktop computer to include network connectivity and Information Assurance (IA) services.
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• In concert with applicable Local-Area Network (LAN) management personnel, coordinates and maintains communication equipment configurations and port definitions.
• Assists in the addition of new/changes of existing LAN and other cabling.
• Works on or with electrical equipment adhering to proper electrical safety procedures and knowledge of basic electricity.
• Troubleshoots and resolves problems in response to customer reported trouble tickets.

Requirements
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Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment.
• Appointment to this position is subject to a one-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• This position is subject to screening and update of required immunizations unless exempted for medical or administrative reasons.
• A pre-placement medical examination is required.
• Moderate to heavy lifting up to 50 pounds is required.
• The duties of this position may require the incumbent to carry a cell phone and be on call on a rotational basis, based on the needs of the organization.
• Selectee must meet position requirements for certification found in DoDM 8140.03 (Cyberspace Workforce Qualification and Management Program)-this must be obtained within 12 months of employment.
• Position is designated Mission Essential in accordance. Incumbent is required to report for duty during inclement weather, Natural Disasters, and other emergency situations as directed by the Supervisor and/or Local Command Policy.

Qualifications

Who May Apply: US Citizens

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

Basic Requirement for IT SPECIALIST (CUSTOMER SUPPORT):

Specialized Experience: One year of specialized experience which includes: 1) providing IT customer support to assist with diagnosing and resolving hardware and software problems; and 2) installing and configuring hardware and software computer equipment. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-9).

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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

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.

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.
• This position requires you to submit a Public Financial Disclosure Report (OGE 278) or a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
• Advanced Leave Accrual MAY be authorized.
• Advanced In-hire/Superior Qualification Appointment MAY be authorized.
• Multiple positions may be filled from this announcement.
• 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.