Who may apply: This announcement is open to all U.S. Citizens Position located in: Info & Tech Dir, Infrastructure Services, Teleservices, ZTDBB Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level

Duties

Serves as a technical specialist and primary customer liaison with responsibility for resolving difficult customer problems. Independently responds to and resolves difficult customer requests for IT services or problems in the most efficient and effective manner. Collects information regarding unresolved problems requiring highly specialized expertise and routes these problems to Tier Two support technicians. Performs problem management analysis of incident tickets to include collection of this incident data into a reportable format. Plans, schedules, pre-tests, installs/removes, and conducts post tests for approved new software patches and upgrades.

Requirements

• U.S. Citizenship or National
• Suitable for Federal Employment
• Registered for Selective Service (if applicable)
• Cyber-Security Certification required as a condition of employment

Qualifications

Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume. Basic Requirement: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards Customer Service- experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs Oral Communication- briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience Problem Solving- identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions In addition to the Basic Competency Requirements listed above: one year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-11 in the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Configuring, maintaining, and troubleshooting collaborative tools (example might be Microsoft 365); supporting customer needs using web conferencing tools that may include Microsoft Teams Meetings, Live Events, Adobe Connect, Zoom, and/or other collaborative technologies; provide support for large virtual events to include planning, testing, and troubleshooting; provide support for hybrid (on-site and virtual) events. Volunteer Experience: 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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

Contacts

• Address DFAS - INFO AND TECHNOLOGY DIR OFFICE 4800 Mark Center Drive Alexandria, VA 22350 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]