Job opening: Information Technology Specialist (Customer Support)
Salary: $83 111 - 108 042 per year
Published at: Jan 24 2024
Employment Type: Full-time
The ideal candidate has experience providing on-site and remote IT support to a diverse workforce while maintaining excellent customer service.
Duties
What will I do in this position if hired?
Qualifications
All qualifications and eligibility requirements must be met by the closing date of the announcement.
The qualification requirements listed below must be met within 30 days of the closing date of the announcement.
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.
To qualify for thisInformation Technology Specialist (Customer Support) position at the IC-11 level, you must possess one full year of specialized experience equivalent to at least the IC-09 level in the Federal government, which has equipped you with the skills needed to successfully perform the duties of the position. Experience may be obtained in the Federal or Private Sector and must demonstrate all of the following:
Utilizing IT applications, operating systems, protocols, or equipment to provide automation support to customers;
Providing customer support to resolve IT related issues; and
Evaluating or implementing alternate approaches to IT-based problems.
OR
Ph.D. or equivalent doctoral degree or
3 full years of progressively higher-level graduate education leading to such a degree or
LL.M., if related
OR
Combination of education and experience (if required)
Please read the following important information to ensure we have everything we need to consider your application:
Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.
Please limit your resume to five pages. If more than five pages are submitted, only the first five pages will be reviewed to determine your eligibility and qualifications.
Your resume serves as the basis for experience related qualification determinations, and you must highlight your most relevant and significant work experience and education (if applicable), as it relates to this job opportunity. Please use your own words, be clear, and specific when describing your work history. We cannot make assumptions regarding your experience.
Are you qualifying based on your work experience?
Qualifications are based on your ability to demonstrate in your resume that you possess one year of the specialized experience for this announcement at a comparable scope and responsibility. To ensure all of the essential information is in your resume, we encourage you to use the USAJOBS online Resume Builder. If you choose to use your own resume, it must contain the following information organized by experience/position: (1) job title, (2) name of employer, (3) start and end dates of each period of employment (from MM/DD/YY to MM/DD/YY), (4) detailed description of duties performed, accomplishments, and related skills, and (5) hours worked per week (part-time employment will be prorated in crediting experience). Federal experience/positions must also include the occupational series, grade level, and dates in which you held each grade level.
Are you a current or former FEMA Reservist/DAE employee? To accurately credit your experience from intermittent positions and Reservist Deployments, you must list the dates (from MM/DD/YY to MM/DD/YY) of deployments that are relevant to your qualifying experience, along with the job title and specific duties you were responsible for during each deployment.
Determining length of General or Specialized Experience is dependent on the above information. Failure to provide the above information in your resume may result in your application being found "not qualified."
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 provides valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
For additional information on crediting experience and/or education, please reference the OPM General Schedule Qualification Standards
Education
Education substitution: This position permits applicants to qualify based on education (or a combination of education and experience), as outlined in the "requirements" section. If you are using education to qualify, you must submit a copy of your transcripts (unofficial are acceptable) with your online application. Once selected and prior to appointment, applicants must provide official college transcripts.
Education completed in foreign colleges or universities may be used to meet Federal qualification requirements if you can show that your foreign education is comparable to education received in accredited educational institutions in the United States. For example, specific courses accepted for college-level credit by an accredited U.S. college or university, or foreign education evaluated by an organization recognized for accreditation by the Department of Education as education equivalent to that gained in an accredited U.S. college or university. It is your responsibility to provide such evidence with your application. Visit the Department of Education's Recognition of Foreign Qualifications for more information.
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