INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SERVICE) Full Time

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.