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 user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues. Perform workstation troubleshooting and may work with vendors (for contract or warranty repairs) to repair the system, or if out of warranty, work with the affected organization to procure a replacement system or parts. Support managers, Project Leads and customers by assisting with information technology support for facility moves and renovations. Perform site surveys to ensure facilities meet policy requirements and report discrepancies to managers. Ensure directed changes are completed and meet standards. Proactively work with customers to identify new requirements associated with incoming new personnel, changes in office functions, office closures, etc. Work with management to ensure requirements can be met when needed by the customer.

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 for this position includes: Provide tier 2 computer help desk support to resolve more intricate and difficult computer errors; AND Work independently and assist other technicians in resolving system issues; AND Work with other departments and coordinate efforts to resolve issues. OR You may substitute education for 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. 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: Provide 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 Provide IT support using remote management software and/or tools such as Dameware.; AND Install and troubleshoot network printers and create bootable USB drives. 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. 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. 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: Stay current with technology to troubleshoot and resolving computer errors/issues independently using appropriate security guidelines and have experience with re-imaging machines; AND Work with vendors for warranty repairs; AND Provide 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 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-09 level 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.

Contacts

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