You will serve as an Information Technology Specialist (Customer Support) in the Information Technology & Cyber Security Department ofPSNS and IMF.
Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-09 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: providing IT customer support services by identifying, defining, and analyzing a variety of problems related to the ordering, maintenance, and security of IT products and services to ensure services are provided effectively and responsively. In addition to the specialized experience above, your resume must demonstrate the following four competencies: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Troubleshooting, modifying and mitigating complex problems to improve IT systems. 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: Resolving software or hardware malfunction or training needs, access or password issues and processes, and delivery of IT 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. IT-related experience demonstrating this competency include: Training technical and non-technical personnel on IT procedures and processes. 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: Evaluating alternative methods and new approaches to resolving customer IT issues. 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/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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 perform data analysis, maintenance, and updates of NMCI-related databases in support of asset management.
You will receive, review and validate customer Move/Add/Change requests to ensure successful processing and satisfactory completion.
You will submit and update user profiles, maintain accurate asset inventory information, transfer accounts and hardware ownership, and submit NET build outs to initiate asset delivery.
You will prepare and submit application requests, identify workstations requiring upgrade and submit Move/Add/Change or Seat to Application Mapping and monitor status in Active Directory or CADI.
You will assist customers in preparation or replacing NGEN assets with new equipment.
You will assist NGEN contractors in scheduling and deploying new hardware consistent with customer operational requirements, preparing orders, performing site walkthroughs, and accepting services.
You will utilize customer request/reporting system to identify trends and develop metrics.
You will research, evaluate, and provide feedback on problem trends and patterns in customer support requirements.
You will mitigate identified problems and communicate information to customers and IT management.
You will prepare NGEN metric and trend reports and recommendations based on finding for presentation to IT management.