This position is located at Office of the Chief Information Officer, Technical Support Division. This is not a remote position; you will be required to be in your duty station office per CEC telework policy.

Duties

The following are the duties of this position at the GS-11 If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position. Provide desktop support to agency customers to include hardware support and troubleshooting, software installation, some peripheral support such as troubleshooting and installing printers, as well as mobile device support. Coordinate with customers as well as vendors on resolving computer hardware issues for the customer in a timely manner and in accordance with agency policy. Troubleshoot desktop and laptop problems daily and manage their incident load via a ticketing system (Remedy). Main duties are to work closely with the customers to ensure that the hardware and software on the supported systems is working properly and is in compliance with agency policy. Employ various technical tools (off the shelf software, remote software, and/or agency customized software) in order to resolve technical problems for customers, both locally and remotely. Assist local agencies and managers with selection recommendations for hardware and software to meet mission needs as directed by supervisor. Work with managers, peers, and customers to identify equipment, procedures, and policies that will improve customer service and lower the cost of operations.

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. Specialized Experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-09 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes: -Provides tier 2 computer help desk support to resolve more intricate and difficult computer errors; AND -Works independently and assists other technicians in resolving system issues; AND -Works with other departments and coordinates efforts to resolve issues. OR You may substitute education for general or specialized experience as follows: 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 in one or a combination of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-07 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes: -Provides computer help desk support with a ticketing system or incident queue for service requests (Such as BMC Remedy, Service Now) to resolve issues with computers, mobile devices; AND -install hardware upgrades, software installation, driver installation.; AND -Provides IT support using remote management software and/or tools such as Dameware.; AND -Installs and troubleshoots network printers and creates bootable USB drives. OR You may substitute education for specialized experience as follows: Master's degree or equivalent graduate degree, or2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. Education should be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: For the GS-07 level, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 level. Specialized experience includes: -Stays current with technology to troubleshoot and resolving computer errors/issues independently using appropriate security guidelines and has experience with re-imaging machines; AND -Works with vendors for warranty repairs; AND -Provides IT support by communicating to users with varying degrees of IT knowledge and experience using Windows, Microsoft Operating systems, and basic command prompts / power shell. OR You may substitute education for specialized experience as follows: - 1 full year of graduate level education; OR - Superior academic achievement: Superior academic achievement is based on 1) class standing: upper third of graduating class; 2) grade-point average (G.P.A.): 3.0 out of 4.0 overall or 3.5 out of 4.0 in major; or 3) election to membership in a national scholastic honor society. (In order to be creditable, education must be related to the position being filled with a major study of 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.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. To be qualifying, degree must be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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. In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-11, you must have been at the GS-09level for 52 weeks. For the GS-09, you must have been at the GS-07 level for 52 weeks. For the GS-07, you must have been at the GS-05 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Education

The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

Contacts

• Address Technical Support Division Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]