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Duties

As an IT Specialist (Customer Support), you will: Diagnosing and resolving problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; developing and maintaining problem tracking and resolution databases; developing and managing customer service performance requirements; and/or developing customer support policies, procedures, and standards. Installing, configuring, troubleshooting, and maintaining customer hardware and software; assisting customers in resolving workstation problems and/or installing applications; controlling current versions and future releases of applications; ensuring optimal use of commercially available products; identifying, evaluating, and recommending purchase of new equipment/systems; and/or organizing vendor demonstrations of products. Identifying, evaluating, and providing customer IT training/support service needs; developing training guides; identifying and assisting customers in the use of available training tools to optimize IT system utilization; evaluating and recommending adoption of new/enhanced approaches to delivering IT training and information services; evaluating, reporting on, and recommending implementation of new IT training and information technologies; and/or overseeing the implementation of new systems/services including training others on their use. Creating, modifying, and managing user accounts, network rights, and access to systems and equipment; installing, troubleshooting, and/or maintaining systems software/hardware; installing systems fixes, updates, and/or enhancements; and implementing security procedures and tools.

Requirements

Qualifications

All qualification requirements must be met by the closing date of the announcement. Minimum Qualifications: For GS-9: To qualify at the GS-9 grade level, you must have at least one year of specialized experience at or equivalent to the GS-7 grade level, which must include the following experience: devising solutions to a wide variety of user problems, maintaining a resolution database and evaluating and recommending IT technologies and methods to improve customer support services and I have IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication and Problem Solving. 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. OR Have a Master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education from an accredited or pre-accredited institution in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. OR Have a combination of specialized experience and graduate education as described above that meet 100% of the qualification requirements. For GS-11: To qualify at the GS-11 grade level, you must have at least one year of specialized experience at or equivalent to the GS-9 grade level, which must include the following experience: planning and delivering IT support to include, installation, configuration, and troubleshooting hardware and software and providing customer assistance by diagnosing and resolving IT problems and I have IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication and Problem Solving. 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. OR Have a 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 from an accredited or pre-accredited institution. OR Have a combination of specialized experience and graduate level education that meets 100% of the qualification requirements for this position. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Promotion potential: Promotion to the next grade level is at management's discretion and is based on your meeting qualifications and time-in-grade requirements, demonstrated ability to perform the higher-level duties, the continuing need for the higher-level duties, and administrative approval. Promotion to the next grade level is not guaranteed and no promise of promotion is implied.

Education

Copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

College or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. For more information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address CDC - OCOO - OCIO - CEO - PROGRAM SERVICES BRANCH 1600 CLIFTON RD NE ATLANTA, GA 30333 US
• Name: CDC HELPDESK
• Phone: (770) 488-1725
• Email: [email protected]