Telework Eligible

Yes

Major Duties

• Planning and delivery of customer support services, troubleshooting, customer assistance, and/or training, in response to customer requirements
• Serve as a responder for issues affecting IT production capabilities, including networks, applications, hardware, and information systems
• Provide technical support to customers who need advice, assistance, and training in the application monitoring, functionality and use of hardware and software systems
• Provide technical analysis, advice, and problem mitigation of all key IT components
• Diagnosis and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on patterns in customer support requirements
• Advise management officials on new developments with a view of enhancing IT integration and infrastructure into the business operations
• Maintain statistics on customer effectiveness and efficiency used to identify process improvements

Qualification Summary

To qualify for an IT Specialist (CUSTSPT), your qualifications must include: Specialized Experience: One year of specialized experience that equipped you with the particular knowledge, skills and abilities (KSAs) or competencies to successfully perform the duties of the position, and is directly in or related to this position. To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS- 09 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Experience in applying a wide variety of applications, operating systems, protocols, and equipment used in customer organization Experience with methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems sufficient to: provide advice and assistance to customers; troubleshoot complex problems and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities Education: Education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, applicants must possess: A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral 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. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade levels GS-11 and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations 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.

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