The position serves as an Information Technology (IT) Specialist for the Global Customer Liaison Division, Customer Care and Support Office, Deputy CIO for Enterprise Services, Bureau of Diplomatic Technology (DT/ES/CCS/GCL).  The incumbent helps Department personnel define IT related business needs and identifes appropriate approaches to utilizing IT in achieving business goals.

Duties

Establishes partnerships with all working-level ranks within DT domestic and overseas customers to provide Enterprise IT Services guidance and solutions. Coordinates with the IT Service Center on the escalation of Domestic Bureaus customer service tickets to provide adequate and timely resolutions. Develops strategies for process improvement to enhance the customer experience.

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.

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement.   NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging. Customer Service - Interfaces, coordinates, and resolves issues with multiple government managers and worldwide embassies and posts. Oral Communication - Serves as a point of contact with Department bureaus and other organizations for important network and systems issues. Problem Solving - Ensures that all outages and issues are reported in an accurate and timely fashion. AND Have at least 1 full year of specialized experience equivalent to the GS-12 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 providing programmatic and technical guidance to other personnel as needed; Experience conducting data analysis independently and in coordination with IT service areas to quickly identify system issues. Experience developing and updating written procedures related to IT service activities. Experience identifying and recommending solutions to improve customer service within the unit. 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-13 position.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State 600 19th Street NW SA-17, 5th Floor Washington, District of Columbia 20522-1705 United States
• Name: Jaleesa Desormeaux
• Phone: 771-204-5092
• Email: [email protected]