INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Your resume must demonstrate at least one year of specialized experience at or equivalent to the (GS-11) grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: planning and delivering information technology (IT) customer support functions (e.g. installation, configuration, troubleshooting, modifying, recovering) to remedy IT issues and optimize end users’ information systems (e.g. software applications, hardware, operating systems, network) and assessing IT service contract performance, being proficient in the Microsoft Suite of applications and using oral and written communications techniques to effectively provide service and support to customers, resolve customer issues, write reports and orders for service, and make presentations to higher-level management personnel. Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.