INFORMATION TECHNOLOGY SPECIALIST (CUSTOMERSUPPORT)
Your resume must demonstrate at least one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include:
Reviewing customer practices and IT systems to ensure operating procedures are followed. 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. IT-related experience demonstrating this competency include:
Analyzes clients/customer requirements of current software and hardware problems and ensures changes in the requirements are addressed. Resolving non-routine problems, questions, or complaints and directing the most complex problems, questions, or complaints to the appropriate person. 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. IT-related experience demonstrating this competency include:
Presenting information to end users on IT related issues (i.e., Information Assurance Training, IA Attacks, viruses and spillages, etc.) 4.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include:
Identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives. Investigate customer/client request and ensure the most viable solutions are being used to resolve problems. In addition to your experience demonstrating the four competencies above, you must have one year of specialized experience equivalent to the next lower grade level (GS-07) or pay band in the federal service or equivalent experience in the private or public sector:
1) Utilizing information technology (IT) concepts, principles, methods and practices to analyze customer complaints/problems and recommend solutions for various IT operational issues (e.g., operating systems, hardware and software, audiovisual equipment, etc.); 2) Diagnosing and troubleshooting IT issues to minimize interruption and improve business activities; and 3) Evaluating contractor's products/services to ensure acquisition management policies and procedures are being followed. You may also qualify based upon the education or the combination of education stated in the Education Section of this announcement. Additional qualification information can be found from the following Office of Personnel Management website:
https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/
Estimated Salary: $20 to $28 per hour based on qualifications.
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include:
Reviewing customer practices and IT systems to ensure operating procedures are followed. 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. IT-related experience demonstrating this competency include:
Analyzes clients/customer requirements of current software and hardware problems and ensures changes in the requirements are addressed. Resolving non-routine problems, questions, or complaints and directing the most complex problems, questions, or complaints to the appropriate person. 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. IT-related experience demonstrating this competency include:
Presenting information to end users on IT related issues (i.e., Information Assurance Training, IA Attacks, viruses and spillages, etc.) 4.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include:
Identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives. Investigate customer/client request and ensure the most viable solutions are being used to resolve problems. In addition to your experience demonstrating the four competencies above, you must have one year of specialized experience equivalent to the next lower grade level (GS-07) or pay band in the federal service or equivalent experience in the private or public sector:
1) Utilizing information technology (IT) concepts, principles, methods and practices to analyze customer complaints/problems and recommend solutions for various IT operational issues (e.g., operating systems, hardware and software, audiovisual equipment, etc.); 2) Diagnosing and troubleshooting IT issues to minimize interruption and improve business activities; and 3) Evaluating contractor's products/services to ensure acquisition management policies and procedures are being followed. You may also qualify based upon the education or the combination of education stated in the Education Section of this announcement. Additional qualification information can be found from the following Office of Personnel Management website:
https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/
- Department:
2210 Information Technology Management - Salary Range:
$60,684 to $78,890 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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