Information Technology Specialist (Customer Support)

Washington, DC, United States

** Information Technology Specialist (Customer Support)**

**Department of State**

**Location**

1 vacancy in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

**Duties**

** Summary**

This position is located in the Executive Secretariat, Office of Information Resources Management (S/ES-IRM). The Executive Secretariat (S/ES) is comprised of the Executive Secretary and four Deputy Executive Secretaries. The purpose of this position is provide Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures of the Executive Secretariat, Office of Information Resources Management User.

**Responsibilities**

+ The incumbent receives, responds to, and ensures complete resolution of any help center call, providing support in a manner that minimizes interruptions in customers’ ability to carry out critical business activities.

+ Performs routine and recurring assignments in the Customer Support function including the installation, configuration, upgrade, and troubleshooting hardware and software components on employee desktop workstations.

+ Documents actions taken in the installation process.

+ Gives needed guidance to customers, either over the phone or in person, to prevent recurrences of problems encountered. **Travel Required**

Occasional travel - Infrequent travel may be required.

** Supervisory status**

No

** Promotion Potential**

12

**Requirements**

** Conditions of Employment**

+ Incumbent will be subject to random drug testing.

+ U.S. Citizenship is required.

+ Must be able to obtain and maintain a Top Secret security clearance.

+ One year probationary period, unless excepted by regulation.

+ Verification of employment eligibility in the United States is required. ** Qualifications**

Applicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.

**NOTE:** Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

**Time-In-Grade Requirements:** Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

**Applicants applying for the GS-07 grade level must meet one of the following requirements:** **A.** Have completed 1 full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.

**OR**

**B.** Have completed 1 full year of graduate level education from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above **AND** required the development or adaptation of applications, systems or networks;

**OR**

**C.** Have completed a 4-year course of study leading to a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR 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 **AND** have a grade-point average of "B" (3.0 or higher on a 4.0 scale) for all completed undergraduate courses or those completed in the last two years of undergraduate study;

**OR**

**D.** Have completed a 4-year course of study leading to a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, OR technology management OR 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 **AND** have a grade-point average of "B+" (3.5 or higher on a 4.0 scale) for all courses in your major field of study, or those courses in your major completed in the last two years of your undergraduate study;

**OR**

**E.** Have completed a 4-year course of study leading to a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR 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 **AND** ranked in the upper one-third of your class in the college, university, or major subdivision;

**OR**

**F.** Have completed a 4-year course of study leading to a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR 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 **AND** a member of a national honor society (other than freshman honor societies) recognized by the Association of College Honor Societies; Grade point averages should be rounded to one decimal point. For example, 2.95 is rounded to 3.0, and 2.94 is rounded to 2.9. NOTE: If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, your claim must be based on class standing or membership in an honor society. **OR** **G.** **Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:**

* **Attention to Detail** - Mastery of systems administration concepts, methods, and practices to manage the delivery of a full range of Windows-based applications and hosting services that support both applications development and production activities.

* **Customer Service** -Ability to interact effectively with individuals at all levels to plan and coordinate assigned responsibilities and to establish and maintain liaison with customer officials to provide the highest possible level of customer service.

* **Oral Communication** -Ability to clearly communicate technical plans and coordinate the delivery of applications and infrastructure services in the specialty area.

* **Problem Solving** - Expert ability to resolve virtually all problems that arise, including those involving controversial matters. **AND** Have at least 1 full year of specialized experience equivalent to the GS-05 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. **Qualifying specialized experience must demonstrate the following:**

**- Experience installing, configuring, upgrading, troubleshooting and maintaining IT systems including workstations , peripherals, lines, switches, cables, hubs, scanners, laptops, and printers.**

**-Experience applying standard problem resolution scripts or an established decision tree.**

**-Experience validating hardware and software inventories and resolving discrepancies in an automated database.**

**NOTE:** In order to qualify for this position, your 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 certi

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