Information Technology Specialist (Customer Support)

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Mastery of systems administration concepts, methods, and practices to manage the delivery of a full range of Windows-based applications and hosting services that support both applications development and production activities. Customer Service - Ability to interact effectively with individuals at all levels to plan and coordinate assigned responsibilities and to establish and maintain liaison with customer officials to provide the highest possible level of customer service. Oral Communication - Ability to clearly communicate technical plans and coordinate the delivery of applications and infrastructure services in the specialty area. Problem Solving - Expert ability to resolve virtually all problems that arise, including those involving controversial matters. AND Have at least 1 full year of specialized experience equivalent to the GS-12 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience establishing a dialogue with the customer to elicit information about the problem and provide instructions. Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template. Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services. Experience in network patch management verification and Windows operating system upgrade. NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-13 position.