NIST works with industry and science to advance innovation and improve quality of life. We're looking for a IT Specialist (Customer Support) to join our team! This notice is issued under direct-hire authority to recruit new talent to occupations for which NIST has a severe shortage of candidates.

Duties

Working as an IT Specialist (Customer Support) for the Customer Access and Support Division, you will serve as a deskside support specialist that provides hardware, software, and operating system diagnosing and troubleshooting that includes installation, break/fix, imaging, upgrade services, and technology migrations for desktops, notebook, ultra-books, workstations, tablets, and smartphones that are running Microsoft Windows, macOS, iOS, and Android operating systems. Work is performed independently, and customer resolutions follow desktop support SOP's,quality assurance checklists, and customer service industry best practices. Software support is offered for the current manufacturers' release of the preferred desktop application software on Windows and macOS operating systems. Deskside support specialists are responsible for handling technical problems that prevent the customer from using technology. Customer interactions are in-person, by phone, and remote assistance which are tracked through ServiceNow following IT service management practices.

Requirements

• U.S. citizenship
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment
• Bargaining Unit Position: No
• Selective Placement Factor must be met- Current/Active COMPTIA A+ certification

Qualifications

Basic Requirements: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions Undergraduate or Graduate Education: Degree 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. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. Selective Placement Factor: Applicants must possess a current/active COMPTIA A+ certification. A current/active copy of your certification must be provided in your application package. Specialized Experience: In addition to the basic requirements and the selective placement factor, applicants must have one year (52 weeks) of specialized experience equivalents to at least the GS-9 level (ZP-II at NIST). Specialized experience is defined as experience: hands-on experience in diagnosing and triaging endpoint hardware, software, security, and network deficiencies; hands-on experience in tools, utilities, and processes to include deployment and troubleshooting of Windows, iOS, Android, Microsoft technologies, Adobe, ITIL, Service Management, Asset Management, ServiceNow, Secure Configuration (STIG, CIS, USGCB), Vulnerability Management, Networking, and Performance Metrics. OR 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree OR Ph.D. or equivalent doctoral degree Experience refers to paid and unpaid experience, including volunteer work done. We will credit all qualifying volunteer experience in your application. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. Applicant Reconsideration

Education

This position allows applicants to qualify with education. Transcripts must be submitted to validate that the education requirement has been met. Unofficial transcripts will be accepted in the application package. However, an official copy will be required prior to a final offer of employment.

Education completed outside of the U.S. must be evaluated by an accredited organization to ensure that it is comparable to education received in accredited institutions in the U.S. Click here to view a listing of accredited organizations from the Department of Education's website. A copy of the foreign education evaluation (containing the results with a course by course listing) is required with your application.

Contacts

• Address Customer Access and Support Division 100 Bureau Drive Gaithersburg, MD 20899 US
• Name: Jessica Leopold
• Phone: 301-975-5760
• Email: [email protected]