There is 1 vacancy available in one of the following potential duty locations: Dillon Montana Helena, Montana Bismarck, North Dakota Dickinson, North Dakota This position is located at Office of the Chief Information Officer Technical Support Division. This is not a remote position. You will be required to be in your duty station office per CEC telework policy.

Duties

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. As an IT Specialist you will: Provide desktop support to agency customers to include hardware support and troubleshooting, software installation, some peripheral support such as troubleshooting and installing printers, as well as mobile device support. Coordinate with customers as well as vendors on resolving computer hardware issues for the customer in a timely manner and in accordance with agency policy. Troubleshoot desktop and laptop problems daily and manage their incident load via a ticketing system (Remedy). Main duties are to work closely with the customers to ensure that the hardware and software on the supported systems is working properly and is in compliance with agency policy. Employ various technical tools (off the shelf software, remote software, and/or agency customized software) in order to resolve technical problems for customers, both locally and remotely

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. Specialized Experience for the GS-11: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Providing tier 2 computer help desk support to resolve more intricate and difficult computer errors; AND Working independently and assisting other technicians in resolving system issues; AND Working with other departments and coordinating efforts to resolve issues. OR You may substitute education for specialized experience as follows: 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 in one or a combination of the following fields: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience for the GS-09: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Providing tier 2 computer help desk support to resolve more intricate and difficult computer errors; AND Working with other departments and coordinating efforts to resolve issues OR You may substitute education for specialized experience as follows: Master's degree or equivalent graduate degree; or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Education should be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience for the GS-7: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 level. Specialized experience includes: Providing computer help desk support to resolve computer errors; AND Working with other departments and coordinating efforts to resolve issues. OR You may substitute education for specialized experience as follows: 1 full year of graduate level education; or Superior academic achievement: Superior academic achievement is based on 1) class standing: upper third of graduating class; 2) grade-point average (G.P.A.): 3.0 out of 4.0 overall or 3.5 out of 4.0 in major; or 3) election to membership in a national scholastic honor society. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. To be qualifying, degree must be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below. 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. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-11, you must have been at the GS-09level for 52 weeks. For the GS-09, you must have been at the GS-07level for 52 weeks. For the GS-07, you must have been at the GS-05level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Contacts

• Address Technical Support Division Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]