This position is located in the Office of Information Technology, Department of the Chief Operating Officer, in Washington, DC.

Duties

The Information Technology Specialist (Customer Support)performs a variety of tasks as the technical lead for Desktop Technologies and Help Desk Services within the Office of Information Technology. The position will report to the Infrastructure Services Division Chief. Duties include, but are not limited to: Desktop Technology Participate in the strategic planning, analysis, design, procurement, engineering, implementation, and management of desktop technologies . Provide technical oversight of desktop technologies engineering, change management, and Operations and Maintenance (O&M) activities performed by contract staff such as asset inventory management, monitoring of availability, performance and throughput metrics, and capacity planning. Provide hands on engineering service for desktop technologies. Serve as Task Lead on desktop projects, designing and implementing prototype solutions in the lab, and maintaining design documents, training materials, and Standard Operation Procedures (SOP). Function as liaison between agency staff and vendors, providing a direct escalation path for requests which are out of scope of support contracts. Identify chronic IT problems and provide leadership root cause analysis and recommendations for resolution. Manage inventory control of end-user assets. Conduct market research, work with the OIT Technology Review Board, forecast inventory levels and costs, and recommend end-user hardware and software configurations to IT leadership. Track hardware, software, support, and maintenance renewals. Act as a Contracting Officer Representative (COR) Level I for hardware and software purchases and service contracts. Perform market research and prepares acquisition documents. Act as a Government Purchase Card holder for conducting IT purchasing. Manage the Software Lifecycle for infrastructure software and maintain AmeriCorps' Definitive Media Library. Attend Technical Review Board meetings and perform systems analyst duties for commodity IT products, determine end-user requirements, consult, and update the OIT Technical Reference Model, and recommend hardware and software changes appropriate for the agency. Help Desk Services Coordinate problem resolution efforts by contract staff and vendors and participate in the analysis, troubleshooting, monitoring, management, and ongoing improvement of the help desk services. Serve as a liaison to the AmeriCorps business programs on Help Desk services and as an advocate to OIT for the business area's Help Desk Requirement. Provide technical oversight and direction for Tier 1, 2, and 3 support services performed by contract staff, including monitoring, and managing Help Desk Availability and Service Level Agreement (SLAs). Provide hands-on Help Desk services, including troubleshooting, analysis, and issue resolution of complex issues, serving as a task lead for Help Desk related to projects, perform process improvements, create, and maintain SOP documents, and provide other services as required in support of the AmeriCorps mission. Employee will be the Tier 1, Tier 2, and Tier 3 escalation point for service desk tickets, including onboarding senior officials, managing projects, and approvals/denials of hardware and software requests. Proactively advise leadership of problematic interactions between OIT and customers. Train end-users and enhance user knowledge about computer software and hardware. Information Technology Program Administration Draft, develop, and review IT policies for Infrastructure Services. Work with technical writing resources to draft, develop, and review agency wide messages related to Infrastructure services and training opportunities. Develop and maintain system documentation and knowledge base articles. Develop contract materials related to helpdesk services, computer hardware, and software. Monitor customer service issues and advise IT leadership of any problems between OIT and Program offices, recommending appropriate solutions. Work with the telecommunications engineer to maintain mobile devices and the Mobile Device Policy. Resolve and report on assigned Plans of Action and Milestones (POAM), including Federal Information Security Management Act (FISMA) findings.

Requirements

• You must be a United States Citizen
• A 2-year probationary period is required for new Federal employees and supervisors.
• Merit Promotion and internal applicants must submit a SF-50 to verify Status and grade
• Dates of employment, including beginning and end dates in the following format: month/day/year, must be included on resume.

Qualifications

BASIC REQUIREMENT: -For all IT positions 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. SPECIALIZED EXPERIENCE: In addition to the basic requirement above, applicants must have one year of specialized experience comparable in scope and responsibility to at least the lower range of the NY-3 pay band, which would be at or equivalent to, the GS 11 level in the Federal Service. Specialized experience is that which has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the work of the position to be filled. Specialized experience includes at least TWO of the following: 1. Providing customer support, advice, and guidance on simple to complex IT issues. 2. Testing and optimizing the functionality of systems, networks, and data. 3. Monitoring customer support Service Level Agreements (SLA). OR Education Substitution: 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps VISTA) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills can provide valuable training and experience that translates directly to paid employment. You will receive credit for qualifying experience, including volunteer experience. Such experience must be clearly documented in the applicant's resume.

Education

This job does not have an education qualification requirement; however education may be used in leiu of experience.

Please reference the following link for the 2210 job series: General Schedule Qualification Standards (opm.gov)]

Contacts

• Address
• Name: Robin Scott
• Email: [email protected]