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Job opening: Information Technology Specialist (Customer Support / Systems Administration)

Salary: $103 409 - 136 357 per year
Published at: Apr 03 2024
Employment Type: Full-time
This position is located in the Management Directorate, Office of Chief Information Officer, IT Field Services Division. As an Information Technology Specialist (Customer Support / Systems Administration), you will provide 24/7 access and use of USCIS IT equipment, network, and data and provide premier end-user support to all of the sites located within the local area.


Plans, implements, and manages problem management systems designed to recognize, report, track, and resolve problems. Evaluates the feasibility of adapting new methods to enhance customer satisfaction. Develop and present oral and written reports, presentations, and briefings to managers that accurately describes the current operational situation, maintenance impacts, and performance status. Interprets meaning of analyses conducted, evaluation of the findings, and provides expert level recommendations. Participate in and facilitate various meetings with staff and work groups addressing issues, concerns, or seeking to resolve problems that impact the delivery of customer technical services. Explores ways to upgrade or enhance the level of services provided and implements changes in response to customer requirements. Consults with experts in other specialty areas to develop integrated action plans. Issues technical bulletins via the Intranet to inform customers of problems. Develops specifications for user instruction manuals based on customer's needs.



The qualifications for this position must be met by 11:59 PM (Eastern Time) on 04/12/2024. Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service. The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 04/12/2024. Basic Requirements: All applicants must meet the following basic requirements. For all 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. GS-13: You qualify at the GS-13 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-12 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Responding to customer service problems resulting from catastrophic events, such as network service interruptions or power outages. Providing recommendations for possible improvements and upgrades to customize services in order to meet specific customer requirements. Consulting with experts in other specialty areas to develop integrated action plans as well as update processes and procedures. Planning and coordinating actions with inter-agency infrastructure protection groups to ensure an integrated response to problems of a potentially more extensive scope and impact. Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 04/12/2024. Your resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. USCIS will only review the first 5 pages of your resume to determine your initial eligibility/qualifications for a position. As such, please be sure to include content to support your eligibility/qualifications for this position within the first 5 pages. Please note that your full resume will be made available to the hiring manager if you are referred. Be clear and specific when describing your work history since Human Resources cannot make assumptions regarding your experience. Your application will be rated and ranked based on your responses to the online questions. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position. Full-time or part-time status (include hours worked per week) Salary Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible. Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position. National Service Experience (i.e., volunteer experience): 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 criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.


EDUCATIONAL SUBSTITUTION: There is no educational substitution at this grade level.


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