IT Specialist (CustSpt)

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the education and/or specialized experience requirement – this information must be clearly supported in the resume. GS-7: In order to qualify for the GS-7 grade level, your resume must reflect one year of full-time work specialized work experience equivalent in difficulty and complexity to at least the GS-05 grade level in Federal service OR, one full year of graduate level education, OR meet Superior Academic Achievement (SAA). For more information on SAA, for more information, visit OPM. GS-7 Specialized Experience is defined as: Specialized experience must include Information Technology (IT) related experience in customer support including the ability to identify and resolve Information Technology (IT) issues and problems. Specialized experience would typically include, troubleshooting IT hardware and software issues, computer setups and installs, interacting with customers to resolve issues [via phone, email, Instance Message (e.g. MS Teams or other)], and follow outlined procedures for solving common IT related issues. GS-09: To qualify at the GS-09, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-07 level in federal service having demonstrated experience. GS-9 Specialized Experience: Specialized Experience is defined as: This experience must include Information Technology (IT) related experience in customer support, including, the ability to identify and resolve issues and problems and contribute to process documents and Standard Operating Procedures (SOP). Specialized experience for this position includes coordinating customer support activities to receive, respond to, and ensure complete resolution of more complex IT tickets. This includes installation, configuration, troubleshooting IT systems, and good communication with customers. OR Master’s degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master’s degree or equivalent graduate degree with major study in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. In additional to meeting the minimum qualifications above. Applicants must also meet the below requirements. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail – Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Note: Undergraduate or Graduate Education: Degree 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. Be sure that your resume clearly supports your responses to the online assessment questions by addressing experience, education and/or training relevant to this position. Applicants must make a fair and accurate assessment of their qualifications. If a determination is made that you have rated yourself higher than is apparent in your description of experience, competencies, skills, and/or education/training, you will be rated ineligible. You must be clear when describing your experience, human resources may not make assumptions in determining qualifications. If your resume does not clearly reflect all of the above experience, your application will be marked as ineligible. 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 04/11/2024.