IT Specialist (Customer Support)

Summary This position is located in the Operations Division, Office of the Chief Information Officer (OCIO), Federal Election Commission. The FEC OCIO provides cross-discipline technical guidance, training, and operational development, and support for technologies and infrastructure used, guiding development and administration processes, and helping stakeholders understand potential solutions, risks, and costs from the perspective of the ever-changing technological landscape. Duties As the IT Specialist (Customer Support) in this position, you will: Support, install, configure, train, analyze, repair and maintain the client side of agency computer systems and provide agency wide technical support. Manage system resources including performance, capacity, availability, functionality, integrity and efficiency. Analyze and define client requirements for new and modified Microsoft Windows and MacOS systems and services based on analysis of business needs and practices, develop specifications for new or modified systems and assist in planning and coordinating systems design, testing, development, installation, and support of new modified systems including hardware and software. Troubleshoot post-installation problems and work with IT specialist to resolve problems. Provide in-person and remote support, along with on-demand training, operational guidance, and troubleshooting assistance for computer use, Microsoft Windows fundamentals, email basics, and high level enterprise software solutions. Requirements Conditions of employment You must be a U.S. citizen or national. You must be able to pass a background investigation. Males born after 12/31/1959 must be registered or exempt from Selective Service (see Legal and regulatory guidance below). You may be required to serve a 2 year probationary period. Direct Deposit of Pay is required. You must meet eligibility and qualification requirements within 30 days of the closing date of this announcement. Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade). Qualifications In order to qualify, you must meet the specialized experience and/or education requirements described below. Your resume must clearly describe your relevant experience. If qualifying based on education, a copy of your unofficial or official transcripts must be provided with your application. Specialized Experience Requirement for GS-09: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-07 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving. This experience must include activities such as: 1) providing technical support focused on patching, hardening, and securing user equipment, with limited support for telecommunications operations; (2) installing computer equipment software and hardware; (3) troubleshooting post software and hardware installation problems; (4) reviewing customer support procedures to recommend changes. OR, Education Requirement for GS-09: Successfully completed a master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. Specialized Experience Requirement for GS-11: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-09 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving. This experience must include activities such as: 1) reviewing incompatibilities in software packages, hardware, and software telecommunications equipment; (2) participating in the implementation of security programs designed to minimize system vulnerabilities; (3) resolving audio visual system operational problems; (4) supporting and maintaining secure voice communication systems. OR, Education Requirements for GS-11: Successfully completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. Specialized Experience Requirements for GS-12: Applicants must have at least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained either in private or public sectors) that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving. This experience must include activities such as: 1) developing operational procedures for hardware and telecommunications information systems; (2) implementing installation procedures for hardware and telecommunications systems; (3) initiating policy and procedure modifications pertaining to hardware and telecommunication practices; (4) maintaining network user accounts in a Microsoft' Active Directory environment; (5) implementing security programs designed to minimize system vulnerabilities. TIME-IN-GRADE-REQUIREMENTS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. (Must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted). One year at the GS-07 is required to meet the time-in-grade requirements for the GS-09 grade level. One year at the GS-09 is required to meet the time-in-grade requirements for the GS-11 grade level. One year at the GS-11 is required to meet the time-in-grade requirements for the GS-12 grade level. In addition, you must provide a cover letter describing your experience with the competencies identified below: 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. Oral Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, considering 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. Technical Problem Solving: Works with clients and customers to determine the source of a problem to identify an effective solution; use research skills to find and review information to arrive at a solution; use active listening to comprehend the information to determine root cause or develop workaround solution. Technology Awareness: Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements. Part-time or unpaid experience: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Volunteer or unpaid experience: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work. (Note: There is no education substitution at the GS-12 grade level). If you received a degree, the transcript must show the date the degree was awarded or conferred. A self-created transcript, or a list of courses you have prepared, is not acceptable. Foreign education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, click Recognition of Foreign Qualifications | International Affairs Office (ed.gov). You must provide translated transcripts. Additional information Note: This is a Bargaining Unit position. OCIO-Operations is a dynamic, team oriented, office of dedicated professionals providing the full range of IT Support and Operational services. FEC offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules, telework and transportation subsidies. GS-09 Salary Range: $70,623 -$91,815 GS-11 Salary Range: $85,447 - $111,087 GS-12 Salary Range: $102,415 - $133,142 If you receive a tentative offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment. All materials must be submitted by the closing date of the announcement. Noncompetitive Appointment Authorities: The following links contain information on the eligibility requirements to be considered under a noncompetitive appointing authority: Special Hiring Authorities for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities Additional selections may be made from this announcement. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.