IT Specialist (Customer Support) GS-9/11
Apply online through 2/14/2023 at: https://www.usajobs.gov/job/703692400
This is NOT a remote work opportunity. Position may be located at Indianapolis, IN, Cleveland, CO, or Columbus, OH. Telework availability will be based upon the mission requirements and supervisory determination.
Serves as a primary customer liaison with responsibility for correctly routing difficult customer problems and following up for solutions.
Maintains complete status of trouble call for reference and routing to vendor for resolution of purposes.
Provides technical assistance to customers to minimize disruptions of computer operations.
Provides technical advice and assistance to include troubleshooting, diagnosing and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out.
Evaluates and determines optimal systems approaches and and acts as liaison between DFAS and software provider.
Conditions of Employment
- U.S. Citizenship or National
- Suitable for Federal Employment
- Registered for Selective Service (if applicable)
- This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume.
Basic Requirement: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process.
For GS 9 and 11 level
Attention to Detail- experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague
Customer Service- experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs
Oral Communication- experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience
Problem Solving- identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions
In addition to the Basic Competency Requirements listed above, one year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade n the federal service, which demonstrates the ability to perform the duties of the position, is required.
For entry at the GS-9 grade level, applicants must minimally have:
One year of specialized experience equivalent to the GS-07 grade level in the federal service performing financial systems analysis in support of finance mission and applying knowledge of financial management principles as they relate to automated financial systems processing and operations.
Specialized experience is defined as: experience in applying customer support concepts and methods; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, applications and equipment sufficient to serve as a customer technical analyst.
For entry at the GS-11 grade level, applicants must minimally have:
One year of specialized experience equivalent to the GS-09 grade level in the federal service performing complex data analysis and evaluation of financial systems, policies, procedures, and regulations to ensure the continuity of a financial system's operations.
Specialized experience is defined as: experience performing duties concerned with evaluating customer support requirements and providing extensive incident management support to include incident detection, recording, classification and assignment; providing input on customer support policies and procedures, distributing, monitoring, and enforcing the implementation of these policies.
Volunteer Experience: 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 provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Substitution of education for experience:
Master'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. Combination of education and experience is not applicable for this position.
Substitution of education for experience:
A qualifying Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral 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. Combination of education and experience is not applicable for this position.
For additional information or to apply visit: https://www.usajobs.gov/job/703692400