The position is located in the Office of Information & Security Services, User Services Division, End User Operations Branch, Bureau of the Fiscal Service, leading a group of Information Technology (IT) Specialists in delivering operational support services, including troubleshooting systems and equipment, training and advisory assistance, diagnosis and resolution of operating problems and support for end user devices.

Duties

NOTE: Based on current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. As a Lead IT Specialist (CUSTSPT), you will: Provide daily operational support for end user workstations, mobile devices, peripherals, shared resources, and end user account administration through troubleshooting of systems and equipment, training and advisory assistance, and diagnosis and resolution of operating problems along with providing inventory management support for end user devices. Receive, evaluate, and respond to customer reports of systems and or equipment failures. Prioritize, schedule, and track requests and problems identified to ensure timely and complete responses to users. Maintain close contact between users and those responding to requests to ensure that all issues related to the request are identified and reconciled. Restore service by diagnosing and resolving a wide range of operating problems. Respond to routine IT incidents and service requests providing appropriate and prompt solutions. Troubleshoot difficult or recurring issues in conjunction with team members and Fiscal Service Information and Security Service staff to identify variables and possible fixes. Provide software support for standard desktop applications. Research, identify, and implement corrective actions for scan findings and vulnerabilities. Coordinate and assist with monthly patching preparation and testing.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. Specialized Experience: For the GS-12, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-11 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes ALL of the following: - Experience in the technical planning, engineering, deployment, and support of IT systems; AND - Experience as an administrator over IT systems or devices including Windows workstations or servers, for example DNS/DHCP, packet capture devices, and end user related hardware; AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below. - Attention to Detail, such as performing work and conscientious about attending to detail. - Customer Service, such as working with clients and customers (that is, any individuals who uses or receives 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 such as expressing 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, such as identifying problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-12, you must have been at the GS-11 level for 52 weeks.

Education

Contacts

• Address User Services Division 200 Third St Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]