Supervisory Information Technology Specialist (Customer Support)

Full Job Description

About the Position: This position is located within the Department of War Education Activity (DoWEA) Information Technology Division in Quantico, Virginia This position is obligated.

The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA). Who May Apply: U.S.

Citizens In order to qualify, you must meet the 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.

Specialized Experience: One year of specialized experience which includes: Managing team operations by distributing workload, monitoring reports and providing training.

Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software.

Monitoring and analyzing an information technology trouble ticket system.

Providing customer support and guidance to management and staff on information technology connectivity issues and helpdesk service tickets.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12).

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: leading others by setting the standards for the quality of work, even in the most difficult and/or high pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards.

(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: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the team's work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support.

(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: clearly explaining and defending complex ideas, appropriately adapting to each audience's level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement.

(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 providing precedent setting solutions to unique problems not previously encountered; helping team make decisions which are complicated by the number and nature of existing policy, guidelines, and organizational goals; identifying the root causes of problems; developing systemic solutions to address them and prevent them from reoccurring You will be evaluated on the basis of your level of competency in the following areas: Major Duties:

• Responsible for oversight, management, coordination, and trend analysis of the DoWEA Helpdesk Trouble Ticket System
• Conduct extensive coordination and collaboration with internal agency staff, including senior leadership, and external customer staff.
• Monitor, coordinate, prioritize, verify, classify, route, track and follow-up of all customer service requests and projects.
• Provide senior level customer support services to users at DSO/CSO and schools within the district
• Advise the Chief Global Customer Support Services, superintendent and school administrators on all services, maintenance, software applications and other IT matters. Oversee the operations and activities of Tier 1 Level Customer Support.
• Communicates the organization's overall strategic plan integrating team efforts by assigning and distributing work based upon overall customer and mission requirements.
• Train or arrange for the training of team members and methods and techniques of team building and working in teams to accomplish tasks or projects.
• Serves as the IT Customer Support Services Branch subject matter expert and POC to the District Superintendent, Assistant Superintendent, and School Administrators in coordination of IT policies and objectives for assigned desktop support personnel.
• Advise on the implementation of standard operating procedures, software and controls to ensure appropriate levels of security.