This position is located at Bureau of Engraving and Printing within the IT TECHNICAL SUPPORT DIVISION. As an Information Technology Specialist (CUSTSPT), you will be performing a variety of technical and administrative duties associated with the acquisition, installation, use, and maintenance of Bureau information technology (IT) systems, equipment, and associated materials.

Duties

The following are the duties of this position at the GS-13. 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. Participate in the analysis of Bureau systems requirements with particular emphasis on issues concerning needs for and uses of peripheral equipment. Secure information regarding workloads placed on existing equipment and on the quality of equipment performance under such circumstances. Provide technical support, advice, and assistance to equipment users. Respond to information concerning equipment failures and analyze problems to determine whether the cause is in the hardware or in the operating software. Take appropriate action to correct problems including maintenance, repair, or replacement of equipment.

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. 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 includes: Experience performing IT Customer Support work that involves facilitating, planning and delivering customer support principles and methods, including installation, configuration, troubleshooting, and communicating IT issues in order to provide first-contact customer service problem resolution. Examples of such experience could include: Directly supporting IT specialists; OR Evaluating, training and explaining IT system to users; OR Creating and implementing improvements to work IT processes and procedures. OR You may substitute education for specialized experience as follows: Ph.D. or equivalent doctoral degree OR 3 years of progressively higher graduate level education leading to a Ph.D. or equivalent doctoral degree. 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 is: Experience with Information Technology in a variety of ways. Examples of such experience could include: Administering network systems; OR Identifying and resolving application and operating system related problems; OR Responding to customer requests for IT assistance; OR Troubleshooting hardware, software, and local area network (LAN) and wide area network (WAN) problems. OR You may substitute education for specialized experience as follows: Master's degree or equivalent graduate degree OR 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below. 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. 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. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-09, you must have been at the GS-07level for 52 weeks.

Contacts

• Address IT TECHNICAL SUPPORT DIVISION Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]