Information Technology Specialist (Customer Support)

Duties
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• Provide Information Technology (IT) support to the Medical Department Activity.
• Provide customer support for mid-tier, client/server, software, messaging, and personal computer systems.
• Provide help desk, fault analysis, complex problem resolution, software/hardware asset management, software distribution, communications support and user training.
• Diagnose and resolve problems in response to customer reported incidents.
• Train customers and less experienced customer support employees in the use of systems and applications supported by the customer support organizations.

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 completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• This position has been designated as an Information Assurance Level II. Employee is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position within 6 months of start date.
• The duties of this position require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.
• Lifting requirement of up to 50 pounds.
• 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. A background investigation and credit check are required.
• This position may require TDY up to 10%.
• This position may require the incumbent to work on call during irregular work hours which may include evenings, weekends, holidays, and/or varying work schedules.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the education/experience 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 Information Technology Specialist (Customer Support):

Specialized and Other Experience: One year of specialized experience which includes managing help desk tickets; providing technical expertise for hardware, software, and desktop applications; troubleshooting any hardware and software components; and utilizing operating systems software to work meets quality standards. 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 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.

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.
• Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• Multiple positions may be filled from this announcement.
• Student Loan Repayment may be available to employees new to Federal Service.
• 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.