ITSPEC (CUSTSPT)

GENERAL EXPERIENCE:For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail – Provision of network services and planning for increased or changed requirements; modifications and integration of network systems and infrastructure consistent with existing or planned infrastructure/architecture; configuration management changes and upgrades; and connectivity between remote sites. Customer Service – Knowledge of the interrelationship of multiple IT systems, utilizing methods, principles, and practices covering restoral from complex computer and infrastructure system failures, recovery of systems, adjusting, modifying, and improving systems to include hardware and software components. Oral Communication – Knowledge of performance measurement tools, systems testing and diagnostics, COTS products, Internet technologies, analytical methods and practices, requirements analysis techniques in order to: test and optimize the functionality of the systems, networks, and data; provide advice on a wide range of IT issues; ensure optimal use of commercially available products; represent the organization in interactions with other organizations; prepare and present reports; conduct analyses and recommend resolution of difficult issues; identify and define business requirements applied to the development, implementation management and support of systems and networks; etc. Problem Solving – Knowledge of systems development, modification, testing, installation, operations, and support concepts as well as the organization’s network and infrastructure architecture and protocols to provide support related to: test, evaluation, installation, configuration and modification of hardware and software for operating systems, network platform, and interface connectivity. SPECIALIZED EXPERIENCE: 12 months experience that demonstrates knowledge of applying analysis concepts to IT network systems and independent IT platforms. Ability to analyze, apply methods and practices for recovering, adjusting and modifying IT systems to solve complex problems, while improving customer support practices, that minimizes interruptions in service. Knowledge of network operations, security methods, and network architecture optimization techniques; the capabilities and limitations of the IT systems, infrastructure and software configuration in order to manage the tenant network, carry out network and/or independent platform projects and coordinate efforts with others affected in the organization. Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.