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. As an Information Technology Specialist, you will: Provide user support and troubleshooting of standard office automation software (e.g., word processing and spreadsheet software.) Manage and deploy workstations through entire life cycle. At the direction of the organizational security and legal staff conduct security activities such as security scans, vulnerability troubleshooting, and retention of data for litigation hold activities. Provide initial data network support to users by working with network operations support staff to help troubleshoot basic network issues, isolate problems with network components, performing setup and limited maintenance, and support cable installations as needed. 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 reports discrepancies to managers. Ensure directed changes are completed and meets standards. Provide desktop support to agency customers to include hardware support and troubleshooting, software installation, some peripheral support such as troubleshooting and installing printers, as well as mobile device support. Coordinate with customers as well as vendors on resolving computer hardware issues for the customer in a timely manner and in accordance with agency policy. Troubleshoot desktop and laptop problems daily and manage their incident load via a ticketing system (Remedy). Main duties are to work closely with the customers to ensure that the hardware and software on the supported systems is working properly and is in compliance with agency policy. Employ various technical tools (off the shelf software, remote software, and/or agency customized software) in order to resolve technical problems for customers, both locally and remotely.

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. Specialized Experience: 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: - Provides tier 2 computer help desk support to resolve more intricate and difficult computer errors; AND - Works independently and assists other technicians in resolving system issues; AND - Works with other departments and coordinates 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: 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: - Provides 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 - Provides IT support using remote management software and/or tools such as Dameware; AND - Installs and troubleshoots network printers and creates 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: 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 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: - Stays current with technology to troubleshoot and resolving computer errors/issues independently using appropriate security guidelines and has experience with re-imaging machines; AND - Works with vendors for warranty repairs; AND - Provides 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. To be qualifying, degree must 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. 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 at least 52 weeks. For the GS-09, you must have been at the GS-07 level for at least 52 weeks. For the GS-07, you must have been at the GS-05 level for at least 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]