IT Specialist (Customer Support)

Full Job Description

This position is part of the U.S. International Development Finance Corporation (DFC), Office of Information Technology.

As an IT Specialist (Customer Support) you will be serve as a technical IT Specialist responsible for delivering exceptional IT technical support with a focus on executive and VIP customers.

Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level).

Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement.

TIME-IN-GRADE: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower grade, with few exceptions outlined in 5 CFR 300.603(b).

BASIC REQUIREMENT For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: 1.

Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2.

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.

3.

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.

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

AND ADDITIONAL REQUIREMENT In addition to the Basic Requirement listed above, you must meet the required specialized experience listed below.

One year of specialized experience equivalent to the GS-12 grade level in the Federal service that demonstrates your experience in all of the following: 1) Experience providing high-level technical support to senior executives, including troubleshooting and resolving complex IT issues related to hardware, software, networking, and communications systems.

2) Experience communicating and working with executive leadership to understand their IT needs.

3) Experience in providing support for remote users, ensuring executives maintain secure and reliable connectivity while traveling or working off-site.

Note: Education is not substitutional at this grade level.

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

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

This position is being advertised concurrently with vacancy announcement 26-OIT-DE-1202145-MB using Delegated Examining (DE) procedures.

If interested, refer to that announcement to determine if you meet DE requirements and can apply to that announcement.

NOTE: You must apply separately to each announcement in order to be considered under both. This announcement may be used to fill similar positions, if additional vacancies occur. Major Duties:

As an IT Specialist (Customer Support), you will: -Serve as a technical IT Specialist responsible for delivering exceptional IT technical support with a focus on executive and VIP customers.

-Serve as the technical leader for executive and VIP support, offering expert guidance and troubleshooting for complex IT issues, while maintaining the highest level of professionalism.

-Anticipate and proactively address IT issues before they impact executive and VIP productivity, demonstrating a keen understanding of their unique requirements.

-Oversee and support a hybrid work environment,for users in both in-office and remote settings, including support of international travelers, to ensure that all functionality is in working order.

-Support secure collaboration solutions within the M365 environment and other enterprise cloud tools (i.e., Box, Adobe, Zoom, ServiceNow etc.).

-Manage relationships with hardware and software vendors, negotiate contracts, and stay up to date with industry trends, and involve the team as appropriate.

- Analyze and resolve operational problems and monitor customer satisfaction rates, maintain operational standards set at management levels and is responsible for delivery of customer satisfaction.

- Interact with internal and external stakeholders to provide IT guidance and solutions Please Note: This is a Bargaining unit position represented by AFGE, local 1534.