Information Technology Specialist (customer Support)

Job Position in Information Technology Division

This position is located within the Department of Defense Education Activity (DoDEA) Information Technology Division's Global Operations Branch at Laurel Bay, South Carolina. This position may be eligible for situational telework as determined by agency policy. This is a Direct Hire Solicitation.

Responsibilities:

• Analyze incident request trends and patterns in order to find opportunities to improve services.
• Analyze, document, and plan for additions, upgrade, or configuration to ensure proper application software and web services.
• Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs.
• Remove, reinstall or reconfigure desktop software or web services in order to correct issues.
• Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution.
• Test new software deployment packages and Operating System images and provide feedback or solutions.

Requirements:

Conditions of Employment:

Qualifications:

Who May Apply: U.S. Citizens

In order to qualify, you must meet the education and/or 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.

GS-11: Specialized Experience: One year of specialized experience which includes providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). OR Education: Ph.D. or equivalent doctoral degree or 3 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, three 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. This position has an individual occupational requirement and/or allows for substitution of education for experience at the GS-11 grade level.

GS-12: Specialized Experience: One year of specialized experience which includes: Providing immediate response and resolution to information technology tickets. Analyzing information technology helpdesk tickets for escalation. Diagnosing hardware or software problems. Briefing senior leadership and providing status updates on projects and challenges. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11) No substitution of education for experience is permitted at the GS-12 grade level. You must meet the qualification requirement using experience alone. 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.

(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.

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.

Additional Information:

Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. Salary includes applicable locality pay or Local Market Supplement. Multiple positions may be filled from this announcement. Management may select at any of the grade levels announced. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management. Duties described reflect the full performance GS-12 level. If not selected at the full performance level, duties will be performed in a developmental capacity under close supervision.