Technical Support Specialist

Duties

• Helps provide technical and analytical IT support that involves responding to customer requests.
• Assesses system shutdowns and software defects and coordinates with IT management to recommend replacements or modifications and safeguard existing systems.
• Develops, installs, and troubleshoots customer hardware and software issues.
• Aids in the installation, configuration, troubleshooting, surveillance, and maintenance of a variety of hardware and software, integrating a wide range of Commercial-off-the-Shelf (COTS) software packages.
• Identifies recurring, problematic, or unprecedented IT deficiencies and investigates their causes, recommending remedial actions to ensure continuity of operations, meet end-user requirements, and enhance customer service.
• Coordinates with hardware contractors, software vendors, and end-users to monitor and assure the quality, reliability, and information security of hardware/software systems.

Requirements

• Must be a U.S. citizen.
• Tour of duty: Set schedule.
• Security Requirements: Non-Critical Sensitive with Secret Access.
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt.
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Creditable specialized experience includes: Developing, installing, and troubleshooting customer hardware and software issues; diagnosing and resolving problems in response to customer IT problems and issues; loading customer computers with required software packages and keeping lead officials informed regarding installations; ensuring quality of software and customer satisfaction; providing user training on PC hardware and software operations via various methods; and identifying recurring, problematic, or unprecedented IT deficiencies and investigating their causes.
• 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.
• Education substitution: Such 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.
• 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.
• 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).

Qualifications

• To qualify for an IT Specialist (CUSTSPT), your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the particular 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.
• Education: Such 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.
• 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.
• 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).