IT SPECIALIST (CUSTOMER SUPPORT)
The position of IT SPECIALIST (CUSTOMER SUPPORT) falls under the 2210 occupational series. To qualify for this position at grade GS-7/9, you must meet Time-in-Grade (TIG) requirements by 11:
59 pm EST on 10/09/2019. In addition to Time-In-Grade requirements, applicants must also meet the Basic Requirement and Minimum Qualifications as follows:
BASIC REQUIREMENT:
Have experience which reflects (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. In addition to meeting the Basic Requirement stated above, applicants must meet either of the following:
GS 7:
A. Have one (1) year of specialized experience equivalent to the GS 5 or equivalent band level of responsibility in the Federal government providing customer support and assistance to end-users related to the use of computer hardware and software; apply security principles, methods and procedures for documenting issues and resolutions; troubleshooting and data analysis. Experience assisting Senior Information Technology (IT) Specialist in collecting help-desk call center metrics. OR B. Have one (1) full year of graduate level education or superior academic achievement 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. (Transcripts must be submitted at time of application in order to verify degree, date conferred and specific course requirements) GS 9:
A. Have one (1) year of specialized experience equivalent to the GS 7 or equivalent band level of responsibility in the Federal government providing customer support and assistance to end-users related to the use of computer hardware and software; assisting Senior Information Technology (IT) Specialist in collecting help-desk call center metrics and analyzing data to determine trends, problem areas, and for reporting to senior management. OR B. Have amaster'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 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. (Transcripts must be submitted at time of application in order to verify degree, date degree conferred and specific course requirements) In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the percentage of times the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. If you are applying based on some other qualifying eligibility (i.e. you are not applying as a current Federal employee), you must meet the specific requirements of the eligibility you are claiming, and must have sufficient past experience to demonstrate that you are minimally qualified for this position. See Unique Hiring Paths on USAJOBS for more information about various ways you may be eligible to apply! PHS Commissioned Corps Officers interested in performing the duties of this position within the Commissioned Corps may apply online to this announcement. Candidates will be referred to (CC) personnel and not as candidates for conversion to a permanent career or career-conditional appointment. NOTE:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account, https:
//my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. You must submit supporting documentation to verify your eligibility to apply for this vacancy. For most applicants, an SF-50 will be required. However, if you are applying as a Veteran, individual with a qualifying disability, or a displaced employee, you will be required to provide other supporting documents as applicable. See the Required Documents section for details. Be sure that any files you upload as supporting documentation are free of security or compression features which render such documents unreadable to our system.
Estimated Salary: $20 to $28 per hour based on qualifications.
59 pm EST on 10/09/2019. In addition to Time-In-Grade requirements, applicants must also meet the Basic Requirement and Minimum Qualifications as follows:
BASIC REQUIREMENT:
Have experience which reflects (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. In addition to meeting the Basic Requirement stated above, applicants must meet either of the following:
GS 7:
A. Have one (1) year of specialized experience equivalent to the GS 5 or equivalent band level of responsibility in the Federal government providing customer support and assistance to end-users related to the use of computer hardware and software; apply security principles, methods and procedures for documenting issues and resolutions; troubleshooting and data analysis. Experience assisting Senior Information Technology (IT) Specialist in collecting help-desk call center metrics. OR B. Have one (1) full year of graduate level education or superior academic achievement 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. (Transcripts must be submitted at time of application in order to verify degree, date conferred and specific course requirements) GS 9:
A. Have one (1) year of specialized experience equivalent to the GS 7 or equivalent band level of responsibility in the Federal government providing customer support and assistance to end-users related to the use of computer hardware and software; assisting Senior Information Technology (IT) Specialist in collecting help-desk call center metrics and analyzing data to determine trends, problem areas, and for reporting to senior management. OR B. Have amaster'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 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. (Transcripts must be submitted at time of application in order to verify degree, date degree conferred and specific course requirements) In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the percentage of times the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. If you are applying based on some other qualifying eligibility (i.e. you are not applying as a current Federal employee), you must meet the specific requirements of the eligibility you are claiming, and must have sufficient past experience to demonstrate that you are minimally qualified for this position. See Unique Hiring Paths on USAJOBS for more information about various ways you may be eligible to apply! PHS Commissioned Corps Officers interested in performing the duties of this position within the Commissioned Corps may apply online to this announcement. Candidates will be referred to (CC) personnel and not as candidates for conversion to a permanent career or career-conditional appointment. NOTE:
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account, https:
//my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. You must submit supporting documentation to verify your eligibility to apply for this vacancy. For most applicants, an SF-50 will be required. However, if you are applying as a Veteran, individual with a qualifying disability, or a displaced employee, you will be required to provide other supporting documents as applicable. See the Required Documents section for details. Be sure that any files you upload as supporting documentation are free of security or compression features which render such documents unreadable to our system.
- Department:
2210 Information Technology Management - Salary Range:
$42,053 to $66,868 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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