Technical Support Specialist

Full Job Description

See below for important information regarding this job. To qualify for a Program Analyst, your resume and supporting documentation must support: A.

Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position.

To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military, or private sector.

Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement.

Creditable specialized experience includes: Manage deployment of new hardware to the existing or additional customer base.

Serve as the principle technical authority for direction and decisions required to ensure project success. Develop operational test and evaluation plans.

Provide advice and assistance to customers, troubleshoot complex problems, and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities.

B. Education: Applicants may not qualify for this position based on education in lieu of specialized experience.

How You 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).

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

• Serve as a senior IT Specialist providing specialized support of a wide range of technical and professional Information Technology (IT) function supporting the J6 mission of enterprise desktop and end-user computing devices.
• Provide multi-media support services and end user hardware support services to multiple DLA organizations with the CONUS Area of Responsibility.
• Coordinate incident reporting and resolution with the subject-matter experts in other departments as well as other Help Desks and vendor technical support.
• Configure, deploy, test, and repair hardware for end-users including CPU’s, monitors, laptops, printers, scanners, and other peripheral devices
• Perform root cause analysis of Trouble tickets and make recommendations for resolution on a local and Enterprise level.