This position is located in the Chief Information Officer Organization (CIOO), of the San Francisco, CA Regional Office of the Federal Deposit Insurance Corporation and 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

Responsible for managing and executing 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. Serves as the IT coordinator of CIOO services and related delivery systems for customers located in FDIC Regional, Area or Field Offices. Utilizes remote management and troubleshooting tools for a highly mobile workforce. Serves as the IT coordinator in the implementation of IT improvements, technical refresh initiatives, office relocations and renovations, and service implementations within FDIC locations. Manages, participates in and supports projects, using standard IT project management principles and practices. Serves as project manager as needed. Supports, monitors, patches and implements changes associated with IT systems, hardware, software and services within their geographic area of responsibility. Monitors and applies FDIC IT security policies and practices associated with the delivery of customer support services. Serves as a team member of the Customer Support Services Section (CSSS) 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. Monitors and analyzes 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. Provides guidance to customers with information concerning CIOO standards, policies and procedures.

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 12 grade level or above in the Federal service.  Specialized experience is defined as:  Experience troubleshooting and resolving hardware and software issues related to Microsoft Operating Systems and MS Office Suite; remote access capabilities; repairing laptops, desktops, and printers; imaging of workstations; and networking consisting of configuring and troubleshooting workstations to connect to wired and wireless networks. 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. Applicants must have met the qualification requirements (including selective placement factors – if any) for this position within 30 calendar days of the closing date of this announcement. Applicants eligible for CTAP (Career Transition Assistance Program) or ICTAP (Interagency Career Transition Assistance Program) must achieve a score of 85 or higher in the online assessment to be determined “well qualified” for this position. For more information, click here

Education

There is no substitution of education for the experience for this position.

Contacts

• Address Federal Deposit Insurance Corporation FDIC Human Resources Branch 25 Jessie Street Suite 1200 San Francisco, California 94105 United States
• Name: Matthew Hendricks
• Phone: 415-808-8161
• Email: [email protected]