Information Technology Specialist (Customer Support)

US Department of War Education Activity; Fort Knox (KY); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

US Department of War Education Activity in Fort Knox, KY is seeking individuals for a term position within the IT Division. The role involves responding to IT tickets, diagnosing issues, and briefing leadership on project status. The position is subject to obligation and may extend in one-year increments up to eight years total.

Qualified applicants will have experience in IT support, customer service, and effective communication to diverse stakeholders. U.S.

Formación

• Attention to detail in IT-related tasks, thorough and accurate work under pressure.
• Customer service focus: assist users, address questions, resolve issues and maintain satisfaction.
• Oral communication: clearly present information to diverse audiences and respond appropriately.
• Problem solving: identify issues, evaluate options and advise stakeholders.

Responsabilidades

• Provide immediate response and resolution to IT tickets.
• Analyze IT helpdesk tickets for escalation and routing.
• Diagnose hardware or software problems and propose solutions.
• Brief senior leadership with status updates on projects and challenges.

Conocimientos

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Descripción del empleo

About the Position:

This is a term position not to exceed 36 months within the Department of War Education Activity (DoDEA) Information Technology Division's Global Operations Branch at Fort Knox, Kentucky.

This Position is obligated.

This is a Direct Hire Solicitation.

Who May Apply:

U.S. Citizens

In order to qualify, you must meet the experience requirements described below. 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). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Specialized Experience:

One year of specialized experience which includes: Providing immediate response and resolution to information technology tickets. Analyzing information technology helpdesk tickets for escalation. Diagnosing hardware or software problems. Briefing senior leadership and providing status updates on projects and challenges. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11)

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

1. (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.
2. (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. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.
3. (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. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.
4. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate

This position may be extended to 6 years. Extensions past 6 years must be processed in 1 year increments up to a maximum of 8 years total. The position cannot be converted to a permanent position without further competition.

This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time.