The Office of Information Technology is recruiting for an Information Technology Specialist (Customer Support), GS-2210-11/12. As a valued member of a dynamic team of IT professionals you will install, configure, and troubleshooting computer hardware to interface with PSA's internal systems and external systems partners. If you are innovative, enjoy working with customers and a team of IT professionals, PSA wants you!

Duties

An Information Technology Specialist (Customer Support): 1. Configure, install and maintain network hardware and software including desktop, laptop, printers and other network peripherals. Configure printer and client software and configure and install new systems and services and upgrades. 2. Control access to in-house computer systems such as PRISM and DTMS. Establish and maintain user accounts for internal and external users, assign security profiles, and monitor systems for proper usage. 3. Provide first-tier customer support for all PRISM users; maintain automated system and track user questions and requests for assistance. Review, analyze and prioritize requests; research causes; resolve problem or question or assign to the responsible IT staff member; and provide frequent updates on request status to customers. Research trends and patterns in user problems and recommend solutions for systemic or recurring problems. 4. Perform testing of computer software to ensure the effective and appropriate operation and compliance with requirements. Create test plans, execute testing, and report findings utilizing appropriate techniques within area of responsibility. 5. Monitor PRISM, DTMS, and other internal systems operations; ensure interfaces with other systems and published reports run on schedule, and alert responsible parties when those processes fail to execute. 6. Maintain automated inventory of hardware and software for desktop systems. Conduct inventory reviews, update and analyze data and produce regular and special reports. 7. Staff the PSA Information Technology Helpdesk, provide assistance to users. Troubleshoot and correct or repair routine problems using appropriate diagnostic tools and techniques; identify more complex problems and recommend solution to higher management. 8. Maintain helpdesk call tracking information, using established systems or procedures; document requests, response time, problems and corrections. Research data and provide feedback on trends and problems and possible methods of addressing problems and issues. 9. Control access to external partner's computer systems such as CJCC JUSTIS. Receive internal requests for external systems access, track those requests and establish the user accounts following appropriate procedures. Request user access termination when the services are no longer required. 10. Review and reconcile PSA, court and other criminal justice records on defendants or clients being managed by PSA; identify and correct errors; handle expungements and other records changes ordered by the court. 11. As assigned, develop procedures, draft information for training manuals and references in areas of responsibility or provides input to proposed policies. Identify the need for user training, and provide training or works with the Office of Training and Career Development in development of training courses. Prepare or participate in the preparation of user references for the PRISM system and demonstrate proper usage of hardware and software. 12. Participate in group training pertaining to Network Infrastructure (i.e Server Maintenance and Patching) 13. Participate in group training pertaining to PSA's Application/Client Support (i.e PRISM, LMS, Application Policy Server, Electronic Document Management Systems, EDRMS, HR and Training Apps)

Requirements

Qualifications

To qualify for this position, you must possess the specialized experience and the IT related experience in each of the required competencies listed below. To qualify at the GS-11 level, you must possess One year of specialized experience equivalent to the GS-9 level in the Federal service which includes: 1) Applying customer support concepts and methods; 2) Installing operating systems, network systems, applications, protocols, and equipment to provide customer support activities. Applicants must meet all defined examples of specialized experience. OR A Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. To qualify at the GS-12 level, you must possess (1) one year of specialized experience related to the duties of the position that was comparable in difficulty and responsibility to the GS-11 grade level. Examples of specialized experience includes: 1) Experience as an IT Specialist with a variety of hardware and software functions and providing technical support to include configuration, installation, testing, integration and troubleshooting of various applications and Microsoft operating systems; 2) Experience improving/suggesting improvements of IT processes; 3) Experience participating in a team environment, completing assignments and managing tasks; 4) Experience building, maintaining, or inputting data into a database including, inventory of equipment, customer information, or IT stock and surplus. Applicants must meet at least three out of the four defined examples of specialized experience. In addition to the specialized experience described above, you must have IT related experience demonstrating each of the four competencies listed below. Experience may be paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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, 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 presentation; 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. NOTE: Your resume must clearly show the specialized experience related to this position. Failure to demonstrate how you possess the experience requirements will result in an "Ineligible" rating.

Education

ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

Only education from institutions which are accredited or pre-accredited may be used to meet education requirements.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address Office of Information Technology 633 Indiana Ave., NW Washington, DC 20004 US
• Name: Kyra Ransome
• Phone: (202) 220-5669
• Email: [email protected]