IT SPECIALIST (NETWORK SERVICES/CUSTOMER SUPPORT)

Description:

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The primary purpose of this position is: to serve as an Information Technology (IT) specialist responsible for base level assistance in the operation and maintenance of the installation's computer network and to provide technical assistance, training, and support to customers.

Requirements:

In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Information Technology (IT) Management Series 2210 (Alternative A). https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/

SPECIALIZED EXPERIENCE: Applicants must have have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail, Customer Service, Oral Communication, and Problem Solving at least one (1) year of specialized experience at the next lower grade GS-07, or equivalent in other pay systems. Examples of specialized experience includes experience with LAN/WAN principles and practices sufficient to troubleshoot and maintain the stability of communication lines and equipment. Experience with LAN/WAN standards and equipment sufficient to install, configure, and troubleshoot LAN and WAN components such as routers, hubs, switches, and servers.

OR

EDUCATION: 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

FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-07 level is required to meet the time-in-grade requirements for the GS-09 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:

• Knowledge of basic LAN/WAN and system principles and practices sufficient to install, configure, and troubleshoot components.
• Knowledge of customer support principles, methods, and procedures for documenting problem resolution and providing guidance and training to customers.
• Knowledge of concepts and techniques required to assist in the planning, operation, and maintenance of LAN/WAN, including the installation and implementation of enhancements.
• Knowledge of he procedures and techniques necessary to gather, synthesize, and draw conclusions regarding trend analysis.
• Ability to analyze routine network problems and recommend solutions.
• Ability to communicate factual and procedural information clearly, both orally and in writing.

PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.