IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

You will serve as a IT Specialist (Customer Support) in the Information Technology and Cybersecurity Department (IT&CS) of PSNS and IMF.

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-11 grade level or pay band in the Federal service or equivalent experience in the private or public sector.

Specialized experience must demonstrate the following: PLANNING OR IDENTIFYING INFORMATION TECHNOLOGY OPERATIONAL REQUIREMENTS TO PROVIDE TECHNICAL CUSTOMER SERVICE IN THE DELIVERY OF INFORMATION TECHNOLOGY SUPPORT.

In addition to one year of specialized experience as described above, your experience must reflect skill in the following four competencies: Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

IT-related experience demonstrating this competency include: ANALYZING AND EVALUATING COMPLEX IT ISSUES AND OFFERING RESOLUTIONS.

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.

IT-related experience demonstrating this competency include: PROVIDING PROBLEM MANAGEMENT PRACTICES IN APPLYING NEW METHODS OF RESOLVING CUSTOMER ISSUES OR ENHANCING CUSTOMER'S ABILITY TO SUCCESSFULLY ACCOMPLISH MISSION GOALS.

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.

IT-related experience demonstrating this competency include: PROVIDING CONSULTATION OR TRAINING AND ADVISORY SERVICES TO HELP CUSTOMERS WITH THEIR TECHNOLOGY NEEDS.

???????Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

IT-related experience demonstrating this competency include: DEVELOPING WRITTEN COMMUNICATION AND POSTING ON COMMAND INTRANET FOR CUSTOMER USE; DIAGNOSING AND RESOLVING PROBLEMS IN RESPONSE TO CUSTOMER REPORTED INCIDENTS.

Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ OR https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-b/ .

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. Major Duties:

• You will serve as a senior level IT specialist responsible for planning and identifying IT service operations requirements for the command.
• You will provide IT field engineering or senior technician services for specified areas of responsibility, diagnosing and resolving problems in response to customer reported incidents regarding a myriad of IT issues.
• You will utilize a customer service request/reporting system to identify trends and develop metrics.
• You will perform research, evaluation and provide feedback on problem trends and patters in customer support requirements, taking action to mitigate identified problems and communicate necessary info to customers and management.
• You will analyze Platform Information Technology requests to ensure they meet higher level command and Information Assurance requirements, submitting requests to the appropriate Information Technology and Cybersecurity Department authority.
• You will develop written communications to address issues impacting or provide guidance to users regarding processes or upcoming initiatives, and post on Command Intranet.
• You will ensure the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support service.