ITSPEC (CUSTOMER SUPPORT)

To qualify, you must possess the EXPERIENCE OR EDUCATION as described below:

EXPERIENCE
Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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.

For GS-09, must have at least 1-year specialized experience equivalent to at least the next lower grade, GS-07. Specialized experience includes identifying and resolves complex network related problems occurring within the assigned area of responsibility. Responds to customer requests for assistance, ensuring trouble reports are handled expeditiously. Incumbent uses data, voice, and wireless principles to plan, test, and configure client systems, network, voice and personal wireless communications systems, to include specialized and unique platform IT systems. Participates in planning, monitoring, testing, maintaining, and operating multiple client systems-based platforms. Provides real time monitoring of critical command and control mission related systems within Wing, GSU, and tenant organizations for information technology production control. Provides instructions to customers on accessing data, processing, space utilization efficiencies, and program and data recovery techniques. Consults with customers regarding potential system or program upgrades, etc.

For GS-11, must have at least 1-year specialized experience equivalent to at least the next lower grade, GS-09. Specialized experience includes experience in implementing new network operating systems hardware and software and develops base wide network operating procedures. Analyzes LAN utilization statistics through data collection and performance measures to ensure the smooth, reliable, and robust operation of LANs to include classified and unclassified networks. Conducts problem analysis to identify trends, ineffective practices or procedures, and equipment shortcomings. Identifies and documents network requirements for specific needs of customers. Plans for current and future technology integration and works issues for compatibility and standardization based on current and projected customer needs. Analyzes LAN utilization statistics, performance measures, and system profiles to ensure network robustness in serving the business needs of the installation. Serves as a network security administrator for a large number of users on the installation, etc.

OR

EDUCATION
For GS-09, possesses a master's degree, an equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.

For GS-11, possesses a Ph.D., equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree.
Note: To qualify using education as the basis, you must include a copy of your transcript.

EXPERIENCE REQUIREMENTS:
Resume must have complete dates and hours worked per week for each occurrence of both civilian and military employment (Example: 2 JAN 1980 to 3 MAR 1981; 0800-1630 M-F or JAN 1980 to MAR 1981; 40 hrs/wk) Use of year only will result in disqualification. The duties listed must fully substantiate -in your own words- that you meet the minimum requirements and specialized experience listed above, in detail; otherwise, you will not be considered qualified for this position.

Length of time is not of itself qualifying. Your experience will be evaluated on the basis of duties performed. Your record of experience and/or training must show possession of the following knowledge, skills and abilities needed to fully perform the duties of the position:

GS-09:

- Knowledge of IT concepts, principles and practices sufficient to solve complex hardware and software component issues and maintain the availability of communication lines and equipment.
- Knowledge of IT standards and equipment sufficient to install, configure, and test network components such as routers, hubs, switches, servers, and network interface devices.
- Knowledge of network principles, concepts, equipment, and tools sufficient to assist in planning and maintaining network services; to install, test, and configure workstations and peripherals; and to instruct and assist customers in accessing network services.
- Knowledge of configuration management concepts and life cycle management concepts sufficient to identify the need to upgrade or enhance network component capabilities in response to network problems and deficiencies.
- Knowledge of customer support principles sufficient to receive, responds to, and ensures resolution of problems.
- Knowledge of methods, concepts, and procedures for documenting problem analysis and resolutions sufficient to maintain records of activities.
- Knowledge of network security principles; use concepts, experience, and methods sufficient to give needed guidance or training to customers to prevent problem recurrences and collaborate with specialists in resolving very complex problems.
- Ability to apply testing and data analysis methods to resolve operating problems.
- Ability to write portions of user manuals and instructions.

GS-11:

- Knowledge of IT network systems design principles, methodologies, and approaches used in developing, testing, installing, operating, managing, and maintaining network services that support functional requirements.
- Knowledge of the organization's network architecture, topology, and protocols sufficient to plan, design, develop, and integrate network systems and security plans and procedures consistent with existing or planned network infrastructures.
- Knowledge of methods, techniques, and processes for the integration and optimization of LAN/WAN components, infrastructure requirements, and test and evaluation methods sufficient to install and operate base wide programs and provide technical guidance to others in designing, testing, operating, and maintaining network programs.
- Knowledge of a wide variety of established commercial network design programs and how they interrelate and function within various environments.
- Skill in applying IT network development concepts and techniques to provide computer applications which provide optimal functional support for users.
- Ability to analyze functional IT network system requirements, translate findings into functional requirements, develop supportable recommendations for enhancement, and apply a wide range of methodologies and tools.
- Ability to serve as a team leader or member of special projects and to coordinate and document the work of the team.
- Ability to communicate both orally and in writing.