IT Specialist (customer Support)

IT Specialist (CUSTSPT)

Provides technical and analytical IT support that involves providing customer support in response to customer requests. Assesses system shutdowns/software defects and coordinates with IT management to recommend replacement/modification/other action and safeguard existing systems hardware, software, and automated information. Develops, installs, and troubleshoots customer hardware and software issues. Assists in the installation, configuration, troubleshooting, surveillance, and maintenance of a variety of hardware and software and integrates a wide range of commercial-off-the-shelf (COTS) software packages. Identifies recurring, problematic and/or unprecedented IT deficiencies and investigates their cause and recommends remedial action to operating officials to ensure continuity of operations, satisfy end-user requirements, and enhance customer service. Coordinates with hardware contractors, software vendors, and end users to monitor/assure hardware/software system quality, reliability, and information security.

To qualify for an IT Specialist (CUSTSPT), your resume and supporting documentation must support:

Qualifications

A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and is directly in or related to this position. To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement.

Creditable specialized experience includes:

• Develops, installs, and troubleshoots customer hardware and software issues.
• Diagnoses and resolves problems in response to customer IT problems and issues.
• Loads customer computers with the required software packages(s) and keeps lead officials informed regarding installations, quality of software, and customer satisfaction.
• Provides user training on PC hardware and software operations via telephone, email, remote access, and/or through on-site customer visits.

B. Education: Education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation.

To qualify based on education in lieu of specialized experience, applicants must possess:

• GS-11: A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related.

C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS-11 grade level, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11.

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed:

• Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
• Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations.
• Oral Communication - Expresses information effectively, taking into account the audience and nature of the information.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

The work is moderately active and requires frequent walking, standing, lifting, and climbing. The work will occasionally require crouching, stooping, bending, or stretching to observe/install IT equipment. The work will require a level of manual dexterity necessary to install/repair/replace PCs, switches, cable runs, and other enterprise equipment.

Are you using your education to qualify? You MUST provide transcripts or other documentation to support your educational claims.