IT Specialist (Customer Support)

Washington, DC, United States

** IT Specialist (Customer Support)**

**Legislative Branch**

** Information Systems and Technology Services (ISTS)**

**Summary**

This position is located in the Government Accountability Office. As a IT Specialist (Customer Support) you will be responsible for define, develop, and deliver IT hardware, software solutions, and assist in the development of policy that meet requirements for specialized or unique needs, including the needs of specialized units as well as individuals (including those for assistive technologies, accessibility, and reasonable accommodations).

**Location**

1 vacancy in the following location:

+ **Duties**

As a IT Specialist (Customer Support), PT-2210-3 your typical work assignments may include the following:

* Leads ISTS initiatives that define, develop, and deliver technology solutions that meet technical requirements for organizational initiatives that are unique or unusual agency engagements or responsibilities.

* Serves as the ISTS expert on matters of assistive technology and reasonable accommodation policy and GAO Orders, as well as support accessibility initiatives.

* Develops and maintains Standard Operating Procedures (SOPs) to address specialized or unique IT requirements for GAO customers. Develops processes and procedures for new situations that fall outside the customary SOPs.

* Adept at providing technical guidance in the use, purpose, and requirements of hardware and software technologies that address a wide-range of reasonable accommodations needs for agency employees.

* Reviews agency and federal policies related to Section 504 and 508 of the Rehabilitation Act of 1973 and other reasonable accommodation guidance governing the use, distribution, and management of information technology resources for agency employees. Assist in the development of GAO policy regarding compliance with accessibility legislation and other federal requirements.

* Responsible for educating others in GAO on 504 and 508 compliance through training and communication.

* Ensures that IT assets designed for specialized needs under ISTS oversight are properly secured and that data about them is promptly and accurately recorded in the agency's property management system, Asset Manager. Ensures that key in-stock items (e.g., ergonomic IT equipment, accessibility software, computers, and loaner gear) are maintained at a level sufficient to meet both ongoing operations and expected high-demand periods.

* Provides expert advice and support working with contracts to ensure support for accessibility factors are included in contracts and procurements.

* Provides technical guidance, instruction, and direction to contractor staff regarding the use and function of IT technologies and services.

**Requirements**

** Conditions of Employment**

You must meet all qualification requirements before the announcement closes.

1. You must be a U.S. citizen

2. You may be required to submit a financial disclosure statement.

3. You must be suitable for federal employment.

4. Registered for Selective Service, if applicable. ().

5. Completion of a probationary period may be required

6. This position may be subject to recall or call back during after hours, weekends & holidays, 7 days a week, 24 hours a day, if required.

** Qualifications**

You may qualify at the PT-III level, if you fulfill the following qualification requirement:

**Experience demonstrating each of the following competencies:**

1-attention to detail-through when performing work and conscientious about attending to detail

2-customer service-works with clients and customers to assess needs, provide information or assistance, and resolve their problems or satisfy their expectations

3-oral communication-express information to individuals or groups effectively

4-problem solving- identifies problems, determines accuracy of information, uses sound judgment to generate and evaluate alternatives, and to make recommendations.

**In additional to the basic requirements above, applicants must meet the specialized experience identified below:**

**Specialized Experience:**

Applicants must possess one year (52 weeks) of specialized experience equivalent to the GS-13 grade level or equivalent band level in the Federal Service or comparable private or public sector experience which has equipped the applicant with the particular competencies / knowledge, skills and abilities to successfully perform the duties of the position and typically in or related to the position to be filled. Specialized experience is define as experience 1. managing and maintaining the accountability of organizational IT products and services related to reasonable accommodation, which includes developing standard operating procedures governing the distribution of technology assets; 2. providing guidance on assistive technologies used by agency employees; 3. and leading agency initiatives to resolve complex customer requirements. **Education**

There is no education requirement for this position.

**Additional information**

This is not a **bargaining unit** position.

Based on the staffing needs, additional selections may be made through this vacancy announcement.

Travel and relocation expenses will not be paid for by the GAO.

Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System. Visit .

Selectees will be required to complete questions contained on the Declaration for Federal Employment (OF-306) at the time a tentative job offer is made. If selected, at the time of appointment, selectees will be required to update the OF-306.

REASONABLE ACCOMMODATION: GAO provides reasonable accommodations to applicants and employees with disabilities. To request accommodation, please email .The U.S. Government Accountability Office's policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

The U.S. Government Accountability Office's policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

The U.S. GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Initial appointments, permanent or indefinite, to the GAO require completion of a one or two-year probationary period.

* 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. .

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.

You will be evaluated for this job based on how well you meet the qualifications above.

If you meet the qualification requirements stated above, you will be further rated based on your responses to the assessment questions. Please make sure that your responses to the assessment questions are supported in your resume. Please follow all instructions carefully. If you provide incomplete answers, fail to provide a narrative response to any vacancy question(s) that requires further explanation, or if your response to a vacancy question is "see resume", your rating may be affected or you may be determined ineligible.

Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

* Compliance, Customer Service, Partnering, and Planning and Evaluating

**To preview the assessment questionnaire, click** A career with the U.S. government provides employees with a co

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