This serves as public notice for the use of a Direct Hire Authority. Applicants will be forwarded to the selecting official for consideration. We may select from this announcement or any other source to fill one or more vacancies. This Information Technology Specialist (CUSTSPT) position is located in the Office of the Secretary (S/ES), Executive Technology (ExecTech), Department of State (DOS).

Duties

Troubleshoots system hardware and software; maintains incident tracking and solution database; analyzes incident data for emerging trends; diagnoses and resolves network problems. Consults customers and Bureau managers to evaluate user requirements and advise on design capabilities and maintenance responsibilities. Develops and documents knowledge and understanding of customers' needs, wishes and requirements. Liaises between S/ES ExecTech, its customers, State Department entities, and external agencies to provide solutions, enhancements, and innovations for ongoing problems, processes, or day to day activities. Monitors customer satisfaction by reviewing IT tickets, customer surveys, and other methods to recommend approaches S/ES ExecTech can implement to better serve its customers.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Top Secret security clearance.
• Obtain/maintain eligibility to access Sensitive Compartmented Information
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/

Qualifications

Applicants must meet all the qualification requirements described below by the closing date of this announcement.  Applicants applying for the GS-12 grade level must meet the following requirements.  Have IT-related experience demonstrating EACH of the four competencies: Attention to Detail - Knowledge of and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in the organization.  Customer Service - Knowledge of and skill in applying customer support principles.  Oral Communication - Knowledge of communications methods and techniques.  Problem Solving - Knowledge of problem resolution databases; troubleshooting and data analysis methods; communication methods and techniques.  AND Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience establishing a dialogue with the customer to elicit information about the problem and provide instructions. Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template. Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services. Experience in network patch management verification and Windows operating system upgrade. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-12 position.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State US Department of State 2201 C Street NW Attn: S/ES-HR, Suite 7519 Washington, District of Columbia 20520 United States
• Name: Michael Hunt
• Phone: 202-647-5638
• Email: [email protected]