Supervisory IT Specialist (Customer Support)

Full Job Description

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Domestic Defense Industrial Base (DIB) & Major Range and Test Facilities Base (MRTFB) in DoD to recruit and appoint qualified candidates to positions in the competitive service.

Who May Apply: US Citizens Specialized and Other Experience: One year of specialized experience which includes providing technical or professional Information Technology advice and recommendations to customers; analyzing and developing new approaches, strategies, or policies to improve quality of operations and services to the organization; assisting in the analysis of user requirements and defining alternative system approaches to solve automation problems; This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Major Duties:

• Leads and directs team projects, distributing tasks and balancing workloads to ensure the timely accomplishment of established milestones.
• Communicates the organization's strategic plans, mission, and vision to the team, integrating these elements into the team's goals and work products
• Serves as the primary technical expert for server administration, desktop hardware, peripherals, and a wide range of software, providing guidance to analysts and end-users.
• Provides effective and efficient troubleshooting and technical expertise to resolve complex problems for all Automated Data Processing (ADP) hardware and software.
• Performs comprehensive software administration for specialty products, including software distribution, asset management, security, and system patches.
• Acts as a subject matter expert on automation projects, analyzing requirements and leveraging knowledge of networking and operating systems to develop solutions.
• Researches, analyzes, and reports on emerging technologies, automation objectives, and major technological changes impacting the organization.
• Develops, maintains, and distributes technical policies and procedures for the desktop support environment.
• Coaches, facilitates, and negotiates in coordinating team initiatives and building consensus among team members to improve effectiveness and efficiency.
• Participates in the identification, evaluation, and recommendation of new hardware, software, and communications technologies to enhance the organization's automation architecture.