INFORMATION TECHNOLOGY SPECIALIST CUSTOMER SUPPORT

Summary

Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications.

About the Position: Incumbent will serve as an Information Technology Specialist (Customer Support) assisting in the installation of computer software and hardware, provide technical/help desk assistance on computer problems.

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Overview

* Accepting applications

* Open & closing dates

11/01/2024 to 11/12/2024

* Salary

$66,732 - $86,750 per year

* Pay scale & grade

GS 9

* Help

Location

1 vacancy in the following location:

* Redstone Arsenal, AL

* Remote job

No

* Telework eligible

Yes-as determined by the agency policy.

* Travel Required

Occasional travel - You may be expected to travel up to 10% for this position.

* Relocation expenses reimbursed

No

* Appointment type

Permanent

* Work schedule

Full-time

* Service

Competitive

* Promotion potential

None

* Job family (Series)

* 2210 Information Technology Management

* Supervisory status

No

* Security clearance

Secret

* Drug test

No

* Position sensitivity and risk

Noncritical-Sensitive (NCS)/Moderate Risk

* Trust determination process

* National security

* Financial disclosure

No

* Bargaining unit status

Yes

* Announcement number

MCGP245#14

* Control number

817069700

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This job is open to

* Federal employees - Competitive service

Current or former competitive service federal employees.

* Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a surplus or displaced employee.

* Veterans

* Military spouses

* Land & base management

Certain current or former term or temporary federal employees of a land or base management agency.

Clarification from the agency

See Who May Apply in the Qualifications section for more information on who is eligible to apply for this position.

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Duties

* Perform customer service help desk duties.

* Install and troubleshoot a variety of software and communication applications.

* Provide formal or informal training so users understand the relationships of the system and are able to operate the system without undue interruption.

* Troubleshoot and install a variety of internal and external devices to include compact disk-read only memory (CD-ROMs), monitors, zip disk, printers, hard drives, floppy disk, modems, power supplies, and memory as required.

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Requirements

Conditions of Employment

* Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.

* Incumbent must obtain and maintain a Secret Security Clearance.

* A Probationary period may be required for this position.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities.

* Current Department of Army Civilian Employees

* Defense Civilian Intelligence Personnel System (DCIPS) Interchange Agreement

* Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce

* Interagency Career Transition Assistance Plan

* Land Management Workforce Flexibility Act

* Military Spouses, under Executive Order (E. O. ) 13473

* Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible

* Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible

* Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement

* Priority Placement Program, DoD Retained Grade Preference Eligible

* Veterans Employment Opportunity Act (VEOA) of 1998

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.

Specialized Experience: One year of specialized experience which includes: (1) Assisting in the set-up of new hardware; (2) Assisting in the installation of computer software; and (3) Providing technical/help desk assistance on computer problems. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

1) Attention to Detail: Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: leading others by setting the standards for the quality of work, even in the most difficult and/or high-pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards;

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: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the teams' work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support;

(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 .