IT Specialist (Customer Support)

Reston, VA, United States

** IT Specialist (Customer Support)**

**Department of the Interior**

** Caribbean-Florida Water Science Center**

**Location**

Few vacancies in the following location:

+ **Duties**

**As a IT Specialist (Customer Support) within the Caribbean- Florida Water Science Center, some of your specific duties will include:**

* Provides routine advice and guidance on established policy or procedures, including those related to information security.

* Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services.

* Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.

* Diagnoses and resolves recurring problems in response to customer reported incidents; and reports, responds to, and resolves customer requests.

* Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discusses requirements with the customer to resolve the customer need.

* Operates a government owned or lease motor vehicle as an incidental driver.

**Requirements**

** Conditions of Employment**

**Key Requirements:**

- Applicants must be U.S. Citizens.

- Suitable for Federal employment, as determined by background investigation.

- Selectee may be subject to serving a one-year probationary period.

- More requirements are listed under Qualifications and Other Information.

- Selectee must provide a valid state driver's license & safe driving record.

* You will be required to operate a government-owned or -leased vehicle in the performance of your official duties. Applicants for this position must meet the following requirements: (1) possess a valid State license, and (2) possess a safe driving record. If selected, you will be required to provide proof of a valid State license & a copy of your driving record.

* Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appointment. Individuals who have delinquent account balances from a previous Government charge card will be required to satisfy their existing obligation before a new card can be issued.

* A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.

* Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system.

** Qualifications**

Individuals **must** have IT-related experience demonstrating each of the four competencies listed below.

- **Attention to Detail** - Is thorough when performing work and conscientious about attending to detail.

- **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.

- **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.

- **Problem Solving** - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

****For GS-07:****

Applicants must meet one of the following to qualify for the GS-07 level:

One year of successfully completed graduate level education (18 semester hours, 27 quarter hours or the equivalent) in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.

**OR** Super Academic Achievement based on undergraduate study.

**OR** one year of appropriate specialized experience equivalent to at least the GS-05 level in the Federal service that demonstrates performance of tasks such as: (1) Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language; (2) Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; (3) Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; (4) Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; or (5) Preparing documentation on cost/benefit studies where this involved summarizing the materials and organizing it in a logical fashion. For task examples 1-5, the level of work typically would have involved receiving clear, specific, and detailed instructions as to the methods, procedures, and guidelines to use.

****For GS-09**:**

Applicants must meet one of the following to qualify for the GS-09 level:

Master's or equivalent graduate degree or 2 years of progressively higher-level graduate education (36 semester hours, 54 quarter hours or the equivalent) leading to a master's or equivalent graduate degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.

**OR** one year of appropriate specialized experience equivalent to at least the GS-07 level in the Federal service that demonstrates knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as typically is the case in development of minor modifications to parts of a system on the basis of detailed specifications provided. To be creditable, assignments must have involved completion of the following, or the equivalent: (1) Analysis of interrelationships of system components, (2) Planning the sequence of actions necessary to accomplish the assignment, and (3) Personal responsibility for at least a segment of the overall project. This level of work typically would have been performed following established methods and procedures or detailed instructions; using some judgment in applying analytical techniques, and would have required a good general working knowledge of automated data processing principles and methods.

**You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.** **Education**

* 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 provi

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