IT Specialist (Customer Support)

All qualifications must be met by the closing date of this announcement-06/10/2024-unless otherwise stated in this vacancy announcement.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours for each job held. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information will result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume.

To qualify for this position at the GS-12 grade level, you must possess the following minimum qualifications by close of the announcement:

BASIC EXPERIENCE: Have IT-related experience; experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (i.e., IT certification) and must demonstrate that you meet each of these four competencies:
1)Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2) Customer Service - Works with clients and customers 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 to individuals or groups effectively, taking into account the audience and nature of the information; 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.

-AND-

SPECIALIZED EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level obtained in either the public or private sectors. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the Information Technology (IT) field or through the performance of work where the primary concern is IT. Specialized experience should include: designing, planning, and implementing complex computer and IP-based communications systems; integrating computer and networking components, such as, databases, servers, switches, software, backup drives, etc.; analyzing systems requirements in response to business requirements, risks, and costs; evaluating; selecting, verifying, and validating systems software and hardware environments; managing IP-based communication systems, multiple local area networks (LANs), and a wide area network (WAN); and installing and configuring point-to-point and microwave network components. Resumes must include hours worked per week.

VOLUNTEER EXPERIENCE: 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.

CTAP/ICTAP: Current surplus and current or former displaced Federal individuals who have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) must be well qualified for the position to receive consideration for special priority selection. Well qualified means that the applicant meets the following: OPM qualification standards for the position; all selective placement factors, where applicable; special qualifying conditions that OPM has approved for the position, where applicable; is physically qualified with reasonable accommodation, where appropriate to satisfactorily perform the duties of the position upon entry; and is rated by the organization at least at the well qualified level on all competencies. Federal employees seeking CTAP/ICTAP eligibility must submit proof that they meet the requirements of 5 CFR 330.605(2) for CTAP or 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of their most recent Performance Rating, and a copy of their most recent SF-50 noting current position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP/ICTAP eligible. If you are selected for Federal employment, you will be required to fill out a Declaration of Federal Employment, OF-306, prior to being appointed to determine your suitability for Federal employment and to authorize a background investigation. Failing to answer all questions truthfully and completely or providing false statements on your application may be grounds for not hiring you, or for firing you after you begin work. Also, you may be punished by fine or imprisonment (U.S. Code, Title 18, section 1001).