IT Specialist (Customer Support)

Full Job Description

This position is located in the Operations Division, Office of the Chief Information Officer (OCIO), Federal Election Commission.

The FEC OCIO provides cross-discipline technical guidance, training, and operational development, and support for technologies and infrastructure used, guiding development and administration processes, and helping stakeholders understand potential solutions, risks, and costs from the perspective of the ever-changing technological landscape.

In order to qualify, you must meet the specialized experience and/or education requirements described below. Your resume must clearly describe your relevant experience.

If qualifying based on education, a copy of your unofficial or official transcripts must be provided with your application.

Specialized Experience Requirement for GS-09: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-07 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving.

This experience must include activities such as: 1) providing technical support focused on patching, hardening, and securing user equipment, with limited support for telecommunications operations; (2) installing computer equipment software and hardware; (3) troubleshooting post software and hardware installation problems; (4) reviewing customer support procedures to recommend changes.

OR, Education Requirement for GS-09: Successfully completed a master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Specialized Experience Requirement for GS-11: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-09 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving.

This experience must include activities such as: 1) reviewing incompatibilities in software packages, hardware, and software telecommunications equipment; (2) participating in the implementation of security programs designed to minimize system vulnerabilities; (3) resolving audio visual system operational problems; (4) supporting and maintaining secure voice communication systems.

OR, Education Requirements for GS-11: Successfully completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D.

or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Specialized Experience Requirements for GS-12: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving.

This experience must include activities such as: 1) developing operational procedures for hardware and telecommunications information systems; (2) implementing installation procedures for hardware and telecommunications systems; (3) initiating policy and procedure modifications pertaining to hardware and telecommunication practices; (4) maintaining network user accounts in a Microsoft' Active Directory environment; (5) implementing security programs designed to minimize system vulnerabilities.

TIME-IN-GRADE-REQUIREMENTS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible.

(Must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted).

One year at the GS-07 is required to meet the time-in-grade requirements for the GS-09 grade level. One year at the GS-09 is required to meet the time-in-grade requirements for the GS-11 grade level.

One year at the GS-11 is required to meet the time-in-grade requirements for the GS-12 grade level.

In addition, you must provide a cover letter describing your experience with the competencies identified below: 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, considering 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.

Technical Problem Solving: Works with clients and customers to determine the source of a problem to identify an effective solution; use research skills to find and review information to arrive at a solution; use active listening to comprehend the information to determine root cause or develop workaround solution.

Technology Awareness: Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements.

Part-time or unpaid experience: Credit will be given for appropriate unpaid and or part-time work.

You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

Volunteer or unpaid experience: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social).

Volunteer work helps build critical competencies, knowledge and skills that 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:

As the IT Specialist (Customer Support) in this position, you will: Support, install, configure, train, analyze, repair and maintain the client side of agency computer systems and provide agency wide technical support.

Manage system resources including performance, capacity, availability, functionality, integrity and efficiency.

Analyze and define client requirements for new and modified Microsoft Windows and MacOS systems and services based on analysis of business needs and practices, develop specifications for new or modified systems and assist in planning and coordinating systems design, testing, development, installation, and support of new modified systems including hardware and software.

Troubleshoot post-installation problems and work with IT specialist to resolve problems.

Provide in-person and remote support, along with on-demand training, operational guidance, and troubleshooting assistance for computer use, Microsoft Windows fundamentals, email basics, and high level enterprise software solutions.