IT Specialist (Customer Support)
Serves as an IT Specialist (Customer Support) working alongside team members in the User Support Team of the Technology Division providing Information Technology (IT) desktop hardware and software support to FCA and FCSIC users. Duties include:
Receiving, responding to, and ensuring complete resolution of any Helpline service requests; documents actions taken; gives needed guidance or training to customers to prevent recurrences; and assists more experience specialists in resolving very complex problems. Coordinating the installation and configuration of IT related software and hardware equipment. Providing support for conferences, training and other events including, but not limited to:
setting up and taking down audio, video and other equipment as needed. Distributing and setting up assets including laptops, docking stations, monitors, mobile devices and other IT equipment. Developing draft memos, user guidelines, procedural information and tips to improve work efficiency and user experience. Conducting technical training for users as needed. Providing input to periodic IT briefings and developing monthly status reports related to IT services. You may qualify at the VH-35 (GS-09) grade level if you fulfill one of the following qualification requirements:
One year of specialized experience equivalent to the VH-34 (GS-07) band level in the Federal service that demonstrates your ability to meet both parts of the following:
a) providing technical assistance to users in resolving computer problems support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and b) troubleshooting user problems on a daily basis; images, managers and deploys customer workstations; OR A master's or equivalent graduate degree in an accredited or pre-accredited college or university; or 2 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.B. or J.D degree, if related. Graduate level education must demonstrate the competencies necessary to do the work of the position, examples of qualifying fields include 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.); OR A combination of education and experience as listed above. In addition to meeting 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. 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
Receiving, responding to, and ensuring complete resolution of any Helpline service requests; documents actions taken; gives needed guidance or training to customers to prevent recurrences; and assists more experience specialists in resolving very complex problems. Coordinating the installation and configuration of IT related software and hardware equipment. Providing support for conferences, training and other events including, but not limited to:
setting up and taking down audio, video and other equipment as needed. Distributing and setting up assets including laptops, docking stations, monitors, mobile devices and other IT equipment. Developing draft memos, user guidelines, procedural information and tips to improve work efficiency and user experience. Conducting technical training for users as needed. Providing input to periodic IT briefings and developing monthly status reports related to IT services. You may qualify at the VH-35 (GS-09) grade level if you fulfill one of the following qualification requirements:
One year of specialized experience equivalent to the VH-34 (GS-07) band level in the Federal service that demonstrates your ability to meet both parts of the following:
a) providing technical assistance to users in resolving computer problems support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and b) troubleshooting user problems on a daily basis; images, managers and deploys customer workstations; OR A master's or equivalent graduate degree in an accredited or pre-accredited college or university; or 2 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.B. or J.D degree, if related. Graduate level education must demonstrate the competencies necessary to do the work of the position, examples of qualifying fields include 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.); OR A combination of education and experience as listed above. In addition to meeting 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. 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.
- Department:
2210 Information Technology Management - Salary Range:
$62,782 to $103,590 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
