IT Specialist (Customer Support)

2 days left

Employer
USAJobs
Location
Washington, D.C
Posted
May 01, 2021
Closes
May 09, 2021
Hours
Full Time
Duties

Summary

If you are interested in a career as a Information Technology Specialist (Customer Support), this job is for you! As a Information Technology Specialist (Customer Support), you will install, configure and troubleshoot computer hardware.

Bargaining Unit Status: Covered

This announcement may be used to fill additional vacancies

This is not a law enforcement position.
Learn more about this agency

Responsibilities

An Information Technology Specialist (Customer Support):

1. Configure, install and maintain network hardware and software including desktop, laptop, printers and other network peripherals. Configure printer and client software and configure and install new systems and services and upgrades.

2. Control access to in-house computer systems such as PRISM and DTMS. Establish and maintain user accounts for internal and external users, assign security profiles, and monitor systems for proper usage.

3. Provide first-tier customer support for all PRISM users; maintain automated system and track user questions and requests for assistance. Review, analyze and prioritize requests; research causes; resolve problem or question or assign to the responsible IT staff member; and provide frequent updates on request status to customers. Research trends and patterns in user problems and recommend solutions for systemic or recurring problems.

4. Perform testing of computer software to ensure the effective and appropriate operation and compliance with requirements. Create test plans, execute testing, and report findings utilizing appropriate techniques within area of responsibility.

5. Monitor PRISM, DTMS, and other internal systems operations; ensure interfaces with other systems and published reports run on schedule, and alert responsible parties when those processes fail to execute.

6. Maintain automated inventory of hardware and software for desktop systems. Conduct inventory reviews, update and analyze data and produce regular and special reports.

7. Staff the PSA Information Technology Helpdesk, provide assistance to users. Troubleshoot and correct or repair routine problems using appropriate diagnostic tools and techniques; identify more complex problems and recommend solution to higher management.

8. Maintain helpdesk call tracking information, using established systems or procedures; document requests, response time, problems and corrections. Research data and provide feedback on trends and problems and possible methods of addressing problems and issues.

9. Control access to external partner's computer systems such as CJCC JUSTIS. Receive internal requests for external systems access, track those requests and establish the user accounts following appropriate procedures. Request user access termination when the services are no longer required.

10. Review and reconcile PSA, court and other criminal justice records on defendants or clients being managed by PSA; identify and correct errors; handle expungements and other records changes ordered by the court.

11. As assigned, develop procedures, draft information for training manuals and references in areas of responsibility or provides input to proposed policies. Identify the need for user training, and provide training or works with the Office of Training and Career Development in development of training courses. Prepare or participate in the preparation of user references for the PRISM system and demonstrate proper usage of hardware and software.

12. Participate in group training pertaining to Network Infrastructure (i.e Server Maintenance and Patching)

13. Participate in group training pertaining to PSA's Application/Client Support (i.e PRISM, LMS, Application Policy Server, Electronic Document Management Systems, EDRMS, HR and Training Apps)

Travel Required

Not required

Supervisory status
No

Promotion Potential
11

Requirements

Conditions of Employment

  • May be required to successfully complete a probationary period, if not already completed
  • Position may be subject to random drug testing
  • Status applicants for promotion must have 52 weeks of service at the next lower grade
  • Time-in-grade requirements must be met by the close of this announcement


Qualifications

In addition to meeting specialized experience requirements, individuals must have IT-related experience demonstrating each of the four competencies listed below.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

2. 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.

3. 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.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized Experience: Specialized experience is that which has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled.

For the GS-07:
A. Applicants must have at least one (1) year of specialized experience at the GS-05 level, or equivalent. Examples of specialized experience include: working knowledge of office automation software, e-mail configuration, packages and network printer configuration. AND have IT-related experience which demonstrates the (four) required competencies - Attention to Detail, Customer Service, Oral Communication, and Problem Solving.
OR
B. One (1) full academic year of graduate-level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. Note: You must submit copies of your college transcripts.
OR
C. A bachelor's degree with Superior Academic Achievement in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. Note: You must submit copies of your college transcripts.

For the GS-09:
A. Applicants must have at least one (1) year of specialized experience at the GS-07 level, or equivalent. Examples of specialized experience include: Working with Microsoft 365 business applications, Microsoft Teams, Internet Explorer, anti-virus and anti-spam software, network security, Active Directory, and patch management. AND have IT-related experience which demonstrates the (four) required competencies - Attention to Detail, Customer Service, Oral Communication, and Problem Solving.
OR
B. A Master's or equivalent graduate degree OR two (2) full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. Note: You must submit copies of your college transcripts.

For the GS-11:
A. Applicants must have one (1) year of specialized experience equivalent to the next lower (GS-09). Examples of specialized experience include: Applying customer support concepts and methods; installing operating systems, network systems, applications, protocols, and equipment to provide customer support activities. AND have IT-related experience which demonstrates the (four) required competencies - Attention to Detail, Customer Service, Oral Communication, and Problem Solving.
OR
B. A Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree.

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.

Education

ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

Only education from institutions which are accredited or pre-accredited may be used to meet education requirements.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Additional information

1. Reasonable Accommodation, this agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of this application and hiring process, please notify the agency. The decision on granting reasonable accommodation is made on a case-by-case basis.

2. All qualification requirements must be met by the closing date of this announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review in our office, in other Federal agency personnel offices, and on OPM's web site at http://www.opm.gov/qualifications.

3. Equal Opportunity Employer: The Pretrial Services Agency is an equal opportunity employer. Selection for this position will be based solely on merit without regard to race, color, religion, age, gender, national origin, political affiliation, disability, sexual orientation, marital or family status or other non-merit based factors.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your rating will be based on your responses to the job specific information provided in your resume. Your resume must clearly show how you possess the knowledge, skills, and abilities listed below. Failure to demonstrate how you possess the knowledge, skills, and abilities will result in a rating of "Qualified" by the rating panel.

1. Skill in installing, configuring and troubleshooting computer hardware, operating systems, software, networks and peripherals, and proficiency with common productivity tools.

2. Skill in administering or supporting productivity or automation tools including Microsoft 365 business applications, Microsoft Teams, Internet Explorer, anti-virus and anti-spam software, network security, Active Directory, and patch management.

3. Ability to staff and monitor an information technology helpdesk and talk customers through a series of actions, either face-to-face or over the phone to help setup systems or resolve issues.

Once the application process is completed, your application will be reviewed to ensure you meet the job requirements. You will be evaluated on the extent and quality of your experience, education and training, job- related awards and supervisory appraisal of performance. If you meet the basic qualification requirements, your resume will be forwarded to a panel for rating. Category Rating will be used to evaluate applicants using the following categories to further determine which applicants will be referred to the selecting official for final consideration.

Best Qualified: Applicants possessing a background that demonstrates a superior level on all evaluation criteria.

Well Qualified: Applicants possessing a background that demonstrates a satisfactory level on evaluation criteria.

Qualified: Applicants possessing the specialized experience described above.

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process
Suitability/Fitness

Required Documents

To apply for this position, you must provide a complete Application Package which includes:
1. Your Resume listing hours worked per week, salary, dates of employment and duties performed.
2. Other supporting documents:
  • Cover Letter, optional
  • College transcript(s), if qualifying based on education. Transcripts must include the school name, student name, degree and date awarded, if applicable. (Note: If you are selected for the position, official transcript(s) will be required prior to your first day) required to satisfy basic professional requirements.
  • Your most recent SF-50, Notification of Personnel Action


If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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