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Duties

As a IT Specialist (CustSpt) you will: Diagnose and resolve problems in response to customer reported incidents; research evaluate and provide feedback on problematic trends and patterns in customer support requirements; Develop and maintain problem tracking and resolution databases; Identify, evaluate, and recommend purchase of new equipment/systems; and/or organize vendor demonstrations of products; Evaluate and recommend adoption of new/enhanced approaches to delivering IT training and information services; Create, modify, and manage user accounts, network rights, and access to systems and equipment.

Requirements

Qualifications

Requirements Continued: In accordance with Executive Order 12564 of September 14, 1986, The Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The Federal government, as the largest employer in the Nation, can and should show the way towards achieving drug-free workplaces through programs designed to offer drug users a helping hand, and at the same time demonstrating to drug users and potential drug users that drugs will not be tolerated in the Federal workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public. Applicants tentatively selected for this position may be required to submit to urinalysis to screen for illegal drug use prior to appointment and be subject to reasonable suspicion and post-accident drug testing upon hiring. If required to submit to urinalysis, the appointment to the position will be contingent upon a negative applicant drug test result. In order to demonstrate commitment to the HHS goal of a drug-free workplace and to set an example for other Federal employees, employees not in a testing designated position may volunteer for unannounced random testing by notifying their Drug-free Federal Workplace Program Point of Contact upon hiring. Minimum Qualifications: GS-09 To qualify at the GS-09 grade level, you must have at least one year of specialized experience at or equivalent to the next lower grade level, which must include the following experience: assisting in planning and delivering IT support services; installing, configuring, and troubleshooting hardware and software; and providing customer assistance by diagnosing and resolving IT problems. OR Have a Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education from an accredited or pre-accredited institution in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. OR Have a combination of specialized experience and graduate education as described above that meet 100% of the qualification requirements. GS-11 To qualify at the GS-11 grade level, you must have at least one year of specialized experience at or equivalent to the next lower grade level, which must include the following experience: troubleshooting, adjusting, modifying, and improving IT systems sufficient to provide advice and assistance to customers; troubleshooting common problems, e.g., functionality of systems/applications; and installing server upgrades and correct security vulnerabilities in assigned systems. OR Have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution. OR Have a combination of specialized experience and graduate level education that meets 100% of the qualification requirements for this position. 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Education completed in colleges or universities outside the United States may be used to meet the education requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit:
https://sites.ed.gov/international/recognition-of-foreign-qualifications.

Contacts

• Address OCOO-CUSTOMER ASSISTANCE BRANCH 1600 CLIFTON RD NE ATLANTA, GA 30333 US
• Name: CDC HELPDESK
• Phone: (770) 488-1725
• Email: [email protected]