This position is located in the Chief Information Officer Organization (CIOO) of the Federal Deposit Insurance Corporation which is responsible for providing the full life-cycle services for endpoint services, which include update/upgrade centralized configuration, management, and security, for mobile devices, desktops, and virtual desktop environments.  

Duties

Serves as a Field IT Specialist to manage and execute customer service related support activities. Inputs, acknowledges receipt of, and successfully resolves, customer IT service requests and incidents utilizing the FDIC’s IT Service Management (ITSM) tool. Participates in monitoring and analyzing the IT environment in order to propose changes to the infrastructure, computing platforms, applications, tools, practices and standard operating procedures based on operational and business needs. Participates in and supports projects using standard IT project management principles and practices. Provides guidance to customers with information concerning CIOO standards, policies and procedures.  Consults with customers to identify and address IT related issues as well as opportunities for service improvement in support of current and future computing requirements. Supports, monitors, patches and implements changes associated with IT systems, hardware, software and services within their geographic area of responsibility. Serves as a team member of the Customer Technology Services Section (CTSS) that partners and collaborates with Headquarters, Regional and Field counterparts to identify, address and share solutions for issues that may arise with a wide array of systems and services supported by the section.

Requirements

Qualifications

Qualifying experience may be obtained in the private or public sector. 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.  Additional qualifications information can be found here.  To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the 9 grade level or above in the Federal service.  Specialized experience is defined as: Specialized experience is defined as experience troubleshooting and resolving hardware and software issues related to Microsoft Operating Systems, and Office Suite; remote access issues; imaging user workstations and troubleshooting connectivity issues. You must have Information Technology (IT)-related experience which demonstrates proficiency in each of the following competencies: • 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 EDUCATION: To qualify based on education, applicants must possess 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. Major field of study: 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. OR Applicants must possess a COMBINATION of graduate level education as described above, and the specialized experience as described above, that together meet the qualification requirements for this position. Applicants eligible for ICTAP (Interagency Career Transition Assistance Program) must achieve a score of 80 or higher in the online assessment to be determined “well qualified” for this position. For more information, click here.

Education

See requirements stated under QUALIFICATIONS.

Contacts

• Address Federal Deposit Insurance Corporation FDIC Human Resources Branch 3501 Fairfax Drive HRB (PA-1730-5007) Arlington, Virginia 22226 United States
• Name: Matthew Hendricks
• Phone: 415-808-8161
• Email: [email protected]