Information Technology Specialist (Customer Support), GS 07-11

Profile

Information Technology Specialist (Customer Support), GS 07-11
Duties: Resolving customer-related technical software and hardware problems. Diagnosing and/or resolving problems in response to a customer-reported incident via trouble tickets. Planning and delivery of IT customer support services. Submitting recommendations to improve the efficient use of the system and responding to special requests for system data. Maintaining and updating system files necessary to control all aspects of system operations and access. Performing other related duties and responsibilities as assigned/required.

Qualification and Experience

Qualifications: The candidate should have a 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. For GS-07: The candidate must have one full year of graduate level study (or law school, as specified in qualification standards or individual occupational requirements) or a Bachelor's degree with Superior Academic Achievement (S.A.A.) (S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. 1. Class standing: Must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. 2. Grade-point average (G.P.A.): Must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Grade-point averages are to be rounded to one decimal place. 3. Election to membership in a national scholastic honor society. Membership in a freshman honor society cannot be used to meet the requirements of this provision. For GS-09: The candidate must have a 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. For GS-11: The candidate must have a 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. OR 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. Specialized Experience: Must have 1 year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization. For GS-07: The candidate must have 1 year of specialized experience equivalent to the GS-05 level that includes applying, IT principles, methods, and practices in the customer service and customer support area to identify and resolve issues and problems. For GS-09: The candidate must have 1 year of specialized experience equivalent to the GS-07 level that includes planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements; troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers. For GS-11: The candidate must have 1 year of specialized experience equivalent to the GS-09 level that includes coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; developing clear and concise IT reports and documentation for senior IT management. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Application Deadline: December 30, 2022.

Min Salary/Max Salary

Company info

Hiring Coordinator
United States Department of Veterans Affairs
810 Vermont Avenue, NW
Washington, DC 20420
Phone: 844-456-5208