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IT Specialist (Customer Support)

Full Time

Website U.S. Army Joint Munitions Command

Who May Apply: US Citizens In order to qualify, you must meet the education and or experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Information technology experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) must be related to demonstrating each of the four competencies, as defined below: (1) Attention to Detail – Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work that sometimes requires editing by others, or requires review prior to completion. (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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions or complaints; asking appropriate questions to clarify information about issues, escalating non-routine issues to the appropriate individual, team, or organizational group; and responding to inquiries in a timely manner and keeping customers informed of status and status changes. (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. Examples of IT-related experience demonstrating this competency include: providing answers to routine inquiries in a clear, concise, and organized manner; actively listening to others, paying attention to verbal and non-verbal cues and listening for misunderstanding and misinterpretation. (4) Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: making routine decisions independently, where there is a standard process; identifying problems or inefficiencies in work processes and activities and recommending solutions; recognizing situations when further guidance is needed from senior colleagues or supervisors. Experience Requirement: Specialized Experience GS-07: Experience with detailed instruction and assistance from higher graded employee or supervisor resolving customer questions or problems concerning Information Technology (IT) automation systems, software and/or hardware problems. Collect information from callers to be used in the troubleshooting and restoration of network/telecommunications services. Diagnoses and resolves problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Specialized Experience GS-09: Experience in consulting and providing problem resolution to a variety of computer problems through a centralized Help Desk. Troubleshoots diagnoses, corrects errors and malfunctions, and resolves hardware level, systems level, communications interfacing, and applications level compatibility problems on both networked and stand-alone computer equipment. Knowledge of, and skill in applying customer service and customer support principles and methods; systems installed in customer organizations; training methods; and knowledge-based applications; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, applications, protocols, and equipment; and to review, validate, and standardize problem resolutions for inclusion in the problem resolution database. You can also qualify for this position using education. See education section for these requirements. Transcripts must be included with your application package in order to be found qualified substituting education for experience or using a combination of education/experience to qualify.

Tagged as: Customer, Specialist, Support

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