Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. The primary purpose of this position is to provide customer support and services to information technology specialists and subject matter users.

Duties

Schedules and provides technical computer assistance and advice as a customer service representative at the Help Desk on a wide variety of computer software and hardware issues. Installs and maintains hardware. Provides guidance and assistance to customers. Responsible for limited specialized projects and assignments involving development, test, implementation, and modification of computer programs and operating procedures. Analyzes and maintains workload documentation collected by the help desk, preparing metrics or charts which provide a meaningful reflection of workload status and accomplishments. May be required to operate either of two digital attendant telephone switchboard consoles, by placing and receiving local, regular, and special long distance CONUS and international calls.

Requirements

• U.S. Citizenship Required
• Males must be registered for Selective Service, see www.sss.gov
• PCS costs are not authorized
• This position is subject to provisions of the DoD Priority Placement Program
• Disclosure of Political Appointments
• May occasionally be required to travel away from the normal duty station, which may require the employee to travel on military or commercial aircraft
• Performs uncommon tours of duty. May be required to work other than normal duty hours which may include evenings, weekends, and/or holidays
• A SECRET security clearance is required
• Performs other related duties as assigned.

Qualifications

In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Clerical and Administrative Support Positions. SPECIALIZED EXPERIENCE: Applicants must have at least one (1) year of specialized experience at the next lower grade GS-06, or equivalent in other pay systems. Examples of specialized experience includes experience working with fundamentals of programming logic and system languages used in limited programming; and operating system input/output methods, software, and existing applications used to: support information technology specialist; modify and maintain small routines using limited programming; advise customers on software input/output options and uses; etc. FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-06 level is required to meet the time-in-grade requirements for the GS-07 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements. KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: Practical knowledge of Information Technology (IT) standards, processes techniques and procedures. Knowledge of IT hardware and software systems and their interfaces of the organizations for which customer service is provided. Knowledge of customer support principles and practices used at the help desk in accomplishing required processes and maintaining positive customer support. Knowledge of the fundamentals of programming logic, operating system input/output methods, software and existing applications. Knowledge technical documentation requirements including terminology, codes, abbreviations, and graphics for preparing system documentation or programs. Ability to analyze computer software and/or hardware problems and determine appropriate action to resolve operating problems. Ability to deal with customers with a high degree of tact and diplomacy. Ability to communicate effectively, orally and/or in writing. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

This job does not have an education qualification requirement.

Contacts

• Address Westover ARB 100 Lloyd Street Westover ARB, MA 01022 US
• Name: Total Force Service Center
• Phone: 1-800-525-0102
• Email: [email protected]