Information Technology Specialist (Systems Analysis/Customer Support)

Full Job Description

This Information Technology Specialist with primary focus on specialized scientific and laboratory endpoint IT support for both APHIS and Agricultural Research Service (ARS) users at NBAF in a combined services environment.

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement, including specialized experience and/or education, as defined below.

FOR THE GS-12 LEVEL: Applicants must have one year of specialized experience (equivalent to the GS-11 grade level) that demonstrates: Uses enterprise IT service management (ServiceNow) and helpdesk platforms to perform incident management, knowledge management, and asset tracking.

Troubleshoot and resolved complex hardware, software, and interoperability issues involving Windows and macOS endpoints, scientific laboratory instrumentation, and specialized applications.

Gathered technical requirements from stakeholders, analyzed operational needs, and developed recommendations for IT solutions Note: There is no education substitution for this grade level.

In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below.

Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required.

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.

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 and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Major Duties:

• The duties may include, but are not limited to:
• Providing daily, customer focused technical support for researchers, technicians, administrative, and support staff for successful resolution of common hardware and software problems
• Supporting laboratory and scientific IT programs and projects as project team member and as Subject Matter Expert (SME) to identify customer needs, system requirements and to recommend potential solutions.
• Providing in-depth technical expertise to team members including support to design features, hardware, software, or operating systems capabilities, system integration and interoperability requirements.
• Providing support for user-focused small database applications using Microsoft Access, Microsoft Excel, and FileMaker Pro solutions.
• Identify and resolves a variety of large and small-scale problems with computer systems, equipment, and software.
• Utilize helpdesk/IT service management (ITSM) software for issue tracking, documenting problems and resolutions, and generating routine and ad hoc reports.