Information Technology Management (CUSTSPT)

Department of State Headquarters; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

The Department of State Headquarters seeks an IT help desk professional to diagnose and resolve end-user hardware, software, and connectivity issues in a fast-paced environment.

You will manage a high volume of tickets, prioritize by urgency, and coordinate with escalation teams to ensure timely resolutions while communicating clearly with non-technical staff.

Qualifications

• Experience diagnosing and resolving end-user hardware, software, and connectivity issues.
• Experience managing a high volume of help desk tickets and improving processes.
• Experience serving as primary point of contact for IT disruptions and coordinating escalations.

Responsibilities

• Provide IT help desk support for end users and resolve hardware/software issues.
• Prioritize tickets by urgency and impact, aiming for high first-contact resolution.
• Coordinate with escalation teams to ensure timely IT problem resolution.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

This position is in the Department of State (DoS), Under Secretary for Economic Affairs (E), Office of the Executive Director (EX). The Executive Office provides extensive management, administrative, general services, procurement, financial, security, emergency planning, and information technology services to over 500 customers within the Under Secretary for Economic Affairs.

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements

Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Applicants applying for the GS-12 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:

• Attention to Detail - Advanced knowledge of Information Technology (IT) systems development life cycle management concepts.


• Customer Service - Ability to consult with, advise, and train customers using IT systems support concepts, and methods.


• Oral Communication - Ability to clearly communicate to analyze, resolve, and train customers on IT related troubleshooting issues.


• Problem Solving - Advanced ability to use data analysis methods to troubleshoot complex IT issues.

AND Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following:

• Experience diagnosing and resolving end-user hardware, software, and connectivity issues, and escalating complex problems to specialized technical teams as needed.


• Experience managing a high volume of help desk tickets, prioritizing by urgency and impact, and recommending process improvements to boost first-contact resolution.


• Experience serving as the primary point of contact for end users during IT disruptions, communicating clearly with non-technical staff and coordinating with escalation teams to ensure timely resolution.

NOTE: In order to qualify for this position, your 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.

There is no substitute of education for specialized experience for the GS-12 position.