IT Specialist (CUSTSPT)

Full Job Description

This position is located in the Armed Forces Retirement Home Corporate Resources Office, within the Office of Information Technology located in Gulfport, Mississippi.

The Armed Forces Retirement Home (AFRH) provides residences and related services for certain retired and former members of the Armed Forces.

The incumbent in this position serves as the initial point of contact for a wide range of computing complications within the Agency.

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service.

One year of experience refers to full-time work; part-time work is considered on a prorated basis.

To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

Specialized Experience for the GS-11: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service.

Specialized experience for this position includes: - Completing IT related project assignments that require a wide range of knowledge of IT support, deployment and customer service requirements.

This knowledge is generally demonstrated by analyzing alternative approaches and providing suggested responses to IT issues, problems and concerns; AND - Assisting with various information technology customer services and mobility support.

OR You may qualify with a Ph.D. or equivalent doctoral degree or three (3) full academic years of progressively higher-level graduate education leading to such a degree.

(In order to be creditable, education must be related to the position being filled with a major study of computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

To be qualifying, degree must be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.

In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-11, you must have been at the GS-09 level for 52 weeks Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

In addition to specialized experience, 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. Major Duties:

As an IT Specialist (CUSTSPT), you will: Serve as initial point of contact in resolving customer support issues involving the installation and configuration of agency wide existing and new IT systems.

Provide advice and guidance on a wide variety of issues, including support for technical user problems due to new requirements and applications.

Assist in the development of end-user hardware and software requirements. Develop end-user application procedures and user guides. Regularly update and create IT Service Desk procedures.

Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.