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Duties

As an IT Specialist (Customer Support) you will: Responsible for planning and delivering IT support services which may include installation, configuration, and troubleshooting hardware and software; providing customer assistance by diagnosing and resolving IT problems; and/or identifying, obtaining, and providing IT training. Diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements; develop and maintain problem tracking and resolution databases; develop and manage customer service performance requirements; and/or develop customer support policies, procedures, and standards. Identify, evaluate, and provide customer IT training/support service needs; develop training guides; identify and assist customers in the use of available training tools to optimize IT system utilization; evaluate and recommend adoption of new/enhanced approaches to delivering IT training and information services; evaluate, report on, and recommend implementation of new IT training and information technologies; and/or oversee the implementation of new systems/services including training others on their use. Create, modify, and manage user accounts, network rights, and access to systems and equipment; install, troubleshoot, and/or maintain systems software/hardware; install systems fixes, updates, and/or enhancement; and implement security procedures and tools.

Requirements

Qualifications

All qualification requirements must be met by the closing date of the announcement. Minimum Qualifications: For GS-9: To qualify at the GS-9 grade level, you must have at least one year of specialized experience at or equivalent to the GS-7 grade level, which must include the following experience: assisting in planning and delivering IT support services; installing, configuring, and troubleshooting hardware and software; and providing customer assistance by diagnosing and resolving IT problems and IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication and Problem Solving. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. For GS-11: To qualify at the GS-11 grade level, you must have at least one year of specialized experience at or equivalent to the GS-9 grade level, which must include the following experience: troubleshooting, adjusting, modifying, and improving IT systems sufficient to provide advice and assistance to customers; troubleshooting common problems, e.g., functionality of systems/applications; and installing server upgrades and correct security vulnerabilities in assigned systems and IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication and Problem Solving. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Promotion potential: Promotion to the next grade level is at management's discretion and is based on your meeting qualifications and time-in-grade requirements, demonstrated ability to perform the higher-level duties, the continuing need for the higher-level duties, and administrative approval. Promotion to the next grade level is not guaranteed and no promise of promotion is implied.

Education

Copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

College or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. For more information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address OCOO-OCIO-CEO-CUSTOMER ASSISTANCE BRANCH 1600 CLIFTON RD NE ATLANTA, GA 30333 US
• Name: CDC HELPDESK
• Phone: (770) 488-1725
• Email: [email protected]