IT Specialist (Customer Support)

Summary This position is located at the U.S. International Development Finance Corporation (DFC), in the Office of Information Technology (OIT). As a Service Desk Manager, the incumbent will oversee the service desk staff responsible for monitoring the status of DFC IT operations and services, as well as provide incident/problem resolution and root cause analysis in cases of IT disruptions. Learn more about this agency Duties In this role, you will: Diagnose and resolve problems in response to customer reported incidents/problems. Research, evaluate, and provide feedback on problematic network, operation trends and patterns to support customer support requirements. Interact with internal and external stakeholders as the Subject Matter Expert (SME) to provide Information Technology guidance and solutions and providing customer training as required on software and desktop/mobile equipment. Install, configure, integrate, troubleshoot, optimize and maintain customer hardware and software to maximize system availability and performance. Establish overall service management strategy (to include SLA's/OLA's) policies and procedures and provides daily, weekly metrics to leadership. Contribute to continuous improvement and transformation by bringing to bear and championing IT best practices and processes such as Information Technology Infrastructure Library (ITIL) and Agile. Identify and specify information system security requirements and ensuring application of information security/information assurance policies, principles and practices. Provide direct support to DFC on IT programs and services, with an emphasis on IT operating systems and network operations. Serve a key role in troubleshooting and resolution of complex Windows desktop problems. Recommend methods of enhancing efficiency of information systems through modification and application of evolving technology. Advocate for customers and serves as the IT OPS representative in meetings and work groups with service providers; works with managers to evaluate the impact of proposed standards and procedures and evaluates the need for changes in existing OIT policies or procedures for the accomplishment of the organization's information technology goals and objectives. Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues. Coordinate with customers to ensure they request the appropriate permissions through their security staff. Work with OIT staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and OIT policy. Provide support, assistance, liaison services and limited end-user getting started training to customer agency personnel. Establish, analyze, and resolve operational problems and monitor overall customer satisfaction rates, maintain operational standards set at management levels and is accountable for delivery of customer satisfaction. Image, manage, and deploy customer workstations and peripherals through the entire life cycle. Provide workstation user network account support to include setup and configuration (e.g., user profile, email, peripheral access), and troubleshoot user account problems on a daily basis. Please Note: This is not a Bargaining unit position. Requirements Conditions of employment Must be a U.S. Citizen or National Males born after 12-31-59 must be registered for Selective Service Must submit resume and supporting documents (See How To Apply) Suitability for Federal employment, as determined by a background investigation May be required to successfully complete a probationary period Within 30 days of your start date, you will be required to file a Confidential Financial Disclosure Report (OGE Form 450) Qualifications Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement. You may qualify at the GS-14 level, if you fulfill the following qualification requirements: A. One year of specialized experience equivalent to the GS-13 grade level in the Federal service that demonstrates your experience in all of the following (Please highlight in your resume the below experience): (1) Experience using a service desk tracking system (i.e. ServiceNow) to analyze help desk, incidents, and statuses to determine resolution or escalation; (2) Experience collecting and reporting on incidents and change requests; AND (3) Experience managing a help desk/service desk staff. AND For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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, 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Note: Education is not substitutional at this grade level. 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. This position is being advertised concurrently with vacancy announcement 26-OIT-ST-12974760-MB using Merit Promotion (MP) procedures. If interested, refer to that announcement to determine if you meet MP requirements and can apply to that announcement. NOTE: You must apply separately to each announcement in order to be considered under both. This announcement may be used to fill similar positions, if additional vacancies occur. Education This job does not have an education qualification requirement. Additional information Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 85 or above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information: http://www.opm.gov/rif/employee_guides/career_transition.asp). If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility showing type of discharge/character of service. If you are claiming 10-point veterans' preference, you must submit documentation from the Departments of Veterans Affairs (VA) showing type of discharge/character of service and your disability percentage. You may also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the documents listed in this form to support the claim for veteran preference. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans. Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/verify/). Telework Suitability: The duties of this position is suitable for telework. The selectee may be allowed episodic or emergency telework with supervisor approval and if they meet the eligibility criterion in the 2010 Telework Act. Stipulations of Employment: Selection may require completion of a 1-year probationary period. Work Schedule: This position allows for a flexible work schedule. Miscellaneous: DFC uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/. Recruitment and relocation incentives may be authorized for this position. Under the Fair Chance to Compete Act, the U.S. International Development Finance Corporation prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit https://www.dfc.gov/who-we-are/careers/fairchanceact for more information. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Expand Hide  additional information 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.