Job opening: IT Specialist (Customer Support)
Salary: $99 200 - 128 956 per year
Published at: Jan 03 2024
Employment Type: Full-time
This IT Specialist (Customer Support) position serves as an IT Broadcast Technician in the Digital Media Support Division within the Technology Support Services Directorate. The selectee will provide customer support of various digital broadcast systems used for media ingest, editing, playback and archiving. This position also provides troubleshooting and analysis of end-user computing problems.
As a IT Broadcast Technician, you will be responsible for duties to include, but are not limited to:
Provides operational support (maintenance, system analysis, installation, troubleshooting, etc.) for all agency mission-critical computer-based broadcasting equipment and systems, including hardware, software, databases, servers, and workstations.
Manages Active Directory, Network communications, and computer imaging/cloning tasks.
Provides the broadcasting community with professional and technical training in all areas concerned with the use of broadcasting-related hardware and software and with the use of the network in accomplishing broadcaster's duties and responsibilities.
Evaluates and tests new versions and releases of digital media broadcast systems software, including various Dalet applications, PowerGold, ScheduALL, and other software.
Provides the agency with first and second-tier technical support for their computer-related issues with the mission-critical hardware and software, including on-the-spot problem analysis and resolution.
Prepares and completes trouble call logs, reports, and documents.
- You must be a U.S Citizen or U.S. National.
- This is a sensitive position. If selected, this position requires the completion of the SF-86.
- Suitability Determination: If selected, you will be subject to a background investigation to establish your suitability for federal employment. The background investigation may include, among other aspects, a review of your credit and legal history.
- This position is covered by a Union Agreement IB1029 AFGE Local 1812, 330 Independence Avenue S.W. Room 1169, Washington, D.C. 20237, [email protected], (202)920-4884.
- The full performance grade level for this position is GS-12.
- This position may require working nights, weekends, and holidays.
- If you are a male applicant who is born after 12/31/59, you are required to be registered for the Selective Service.
- The position will require you to be able to lift 50-60 lbs.
Applicants must have IT-related experience demonstrating each of the four competencies listed below:
Attention to Detail - Meticulous; thoroughly reviews and proofreads various IT-related data/information; dedicates focus to accomplish tasks that are complete, precise, and accurate to a given IT situation.
Customer Service - Works with clients and customer (that is, any individual 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.
Applicants must have a minimum of one year of specialized experience at a level of difficulty and responsibility comparable to the GS-11 or comparable pay band in the Federal service or equivalent experience in the private sector. Specialized experience is the following and typically gained in the IT customer support field of work:
Completes troubleshooting and support of video and audio application software and other digital media broadcast systems for customers within organizations/corporate entity digital formats;
Provides advice on issues to resolve and details of the solution;
Analyzes complex issues and provides feedback to customers; and
Provides thorough maintenance of digital and related products for end users.
Education is not required for this grade level. It cannot be used for qualification purposes.