NIST works with industry and science to advance innovation and improve quality of life. We're looking for a IT Specialist (Customer Support) to join our team! The program duration is one year. Upon successful completion of the program and at the agency's discretion, the appointee may be converted to a term or permanent position in the competitive service.

Duties

Working as an IT Specialist (Customer Support) in the Office of Information Systems Management, Customer Access and Support Division, you will serve as the customer-facing, single point of contact between OISM service providers and all DoC agency employees, NIST employees, NIST guests, associates, and contracted third-party organizations for customer service and end-user device support. You will handle all incidents and service requests with the primary objective to restore service as quickly as possible, fulfill service requests, demonstrate to customer how to use self-service options when available, and answer other questions. This is completed with courteous and professional support by following proven standard operating procedures, working with a focus on high customer gratification, applying technical logic to solve issues, while working confidently and cooperatively with other support groups within NIST.

Requirements

• U.S. citizenship
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment
• Must have completed in the last 2 years, a qualifying degree
• Degree must be from a qualifying institution
• Bargaining Unit Position: No
• Applicants must submit a transcript showing degree conferred date

Qualifications

To be eligible for the Recent Graduate Program, applicants must meet one of the following requirements: a. Completed all requirements for an associates, bachelors, masters, professional, doctorate, vocational, or technical degree or certificate from a qualifying educational institution within the previous two years; OR b. Released or discharged from active duty within the previous two years, where the applicant is a veteran who, due to a military service obligation, was precluded from applying for a recent graduate position during any portion of the two-year eligibility period following completion of his/her degree or certificate requirements, provided that not more than six years have transpired since the applicant completed the requirements for his/her degree or certificate. Applicants must meet requirements by the closing date of this announcement. Your resume must be complete (i.e., include dates of experience, salary, work schedule, etc.), detailed and relevant to the position. Basic Requirements: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. In addition to the above Recent Graduate Program eligibility requirements and the minimum qualification requirements: applicants must have one year (52 weeks) of the specialized experience at the GS-6 level (ZP-I at NIST). Specialized experience is defined as experience: working in a service desk or call center environment; IT service management tools or similar ticking system; remotely diagnosing, troubleshooting, and correcting common Microsoft Windows, macOS operating systems, iOS, Andriod, network connectivity, hardware, and software problems; following Standard Operating Procedures (SOP), quality assurance checklists, and customer service industry best practices. OR 1 full year of graduate level education OR Applicants may qualify based on superior academic achievement Experience refers to paid and unpaid experience, including volunteer work done. We will credit all qualifying volunteer experience in your application. The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook. Applicant Reconsideration

Education

This position has an education requirement. Transcripts must be submitted to validate that the education requirement has been met. Unofficial transcripts will be accepted in the application package. However, an official copy will be required prior to a final offer of employment.

Education completed outside of the U.S. must be evaluated by an accredited organization to ensure that it is comparable to education received in accredited institutions in the U.S. Click here to view a listing of accredited organizations from the Department of Education's website. A copy of the foreign education evaluation (containing the results with a course by course listing) is required with your application.

Contacts

• Address Customer Access and Support Division 100 Bureau Drive Gaithersburg, MD 20899 US
• Name: Evelyn Carter-Hopkins
• Phone: 000-000-0000
• Email: [email protected]