IT Specialist (Customer Support) (Bilingual)

Full Job Description

About the Position: The position is located at the Maneuver Center of Excellence (MCOE), Western Hemisphere Institute for Security Cooperation (WHINSEC) Ft. Benning, Georgia 31905.

The "Maneuver Center of Excellence" is located 100 miles south of Atlanta and is adjacent to Columbus, Georgia and Phenix City, Alabama.

The geography and climate are ideal for year round military training. Public transportation and free parking are available.

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job.

You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected.

See Proof of Eligibility for an extensive list of document requirements for all employment authorities.

Current Department of Army Civilian Employees In order to qualify, you must meet the education and/or experience requirements described below.

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).

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

Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Additional information about transcripts is in this document.

Basic Requirement for Information Technology (IT) Specialist (Customer Support) (Bilingual): Specialized and Other Experience: One year of specialized experience which includes: (1) Troubleshooting customer information technology complications with system software, operating system, network connectivity, and IT equipment; AND (2) Training users in basic IT equipment set-up, software usage and new operating systems; AND (3) Installing upgrades and modifications to ensure system effectiveness.

This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

(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.

Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

(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.

Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

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

Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

OR Education: Ph.D.

or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution 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.

Selective Placement Factor: Position requires incumbent to speak, read, and write in English and Spanish.

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).

All applicants must meet applicable time-in-grade and specialized experience requirements within thirty (30) days after the closing date of the announcements. Major Duties:

• Provide information technology (IT) support to organization personnel by troubleshooting IT hardware and equipment.
• Troubleshoots, investigates and analyzes actual or potential complex problems in system software, applications software interfacing, and/or IT equipment to isolate causes of malfunctions.
• Evaluates reported problems, recommends modifications and procedures to resolve the problems, and initiate corrective action.
• Coordinates with division supervisor to identify IT improvements and ways to provide greater effectiveness and economy of services.
• Develops and implements migration strategies including planning for continuity of operations during the deployment of new technology.
• Serves as the Primary Instructor for all WHINSEC IT-Related Courses.