Information Technology Specialist (Customer Support)

Southern Arkansas University; United States; On-site; USD 85,447 - 111,087; Full time

Job summary

Southern Arkansas University is seeking an Information Technology Specialist focused on customer support in the Office of Information and Technology. You will troubleshoot, configure, and manage software and hardware to maintain seamless tech operations.

This role entails providing direct IT support, managing accounts, and ensuring security policies are applied rigorously. You must have at least one year of specialized IT experience.

A salary range of $85,447 to $111,087 is offered, depending on qualifications.

Qualifications

• At least one year of specialized IT experience.
• Experience with diagnosing and resolving technical issues.
• Ability to communicate effectively with diverse individuals.

Responsibilities

• Provide phone support to diagnose and resolve IT issues.
• Install, configure, and troubleshoot customer hardware and software.
• Apply information security practices in customer support.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

Information Technology Specialist (Customer Support)

In this Information Technology Specialist position, you will serve in the Field Support Directorate (FSD) within the Office of Information and Technology (OIT), Enterprise Services, where you will be part of a technical team providing customer-focused IT support, troubleshooting, and account management to ensure seamless technology operations. Your work directly supports the CBP mission by enabling personnel to maintain operational readiness and continuity through reliable access to critical IT systems and timely resolution of technical issues.

This position starts at a salary of $85,447.00 (GS-11, Step 1) to $111,087.00 (GS-11, Step 10).

GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the 'Rest of United States' pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position. Please visit this link to view special pay rate charts.

Major Duties

• Providing phone support to diagnose and resolve problems in response to customer reported incidents.
• Installing, configuring, troubleshooting and maintaining customer hardware and software.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Conditions of Employment

• You must be a U.S. Citizen to apply for this position.
• Males born after 12/31/1959 must be registered with Selective Service.
• Primary U.S. residency for at least three of the last five years.
• All pre-employment processes will be conducted in English.
• You may be required to pass a background investigation.
• CBP follows the DHS Drug-Free Workplace Plan for drug testing procedures.
• As an employee of CBP, you will be joining a workforce that is dedicated to accomplishing our mission while maintaining the trust of our Nation by strictly adhering to all government ethics standards. Your conduct will be subject to the ethics rules applicable to all Executive Branch employees, and to CBP employees specifically, as well as the criminal conflict of interest statutes. Once you enter on duty, these rules include obtaining approval for outside employment or business activity, to ensure such employment or business activity is not prohibited and does not interfere or conflict with performance of your official duties. Please review further details via the following link.
• DHS uses E-Verify, an internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.

Basic Requirement

Applicants must have IT-related experience demonstrating each of the four competencies listed below.

• 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.

Along with the four competencies listed above you must possess at least one (1) year of specialized experience described below to qualify based on experience.

Experience

• Responding and providing phone support to Information Technology help desk requests and problems.
• Diagnosing, researching, evaluating and resolving Information Technology problems and providing feedback to customer reported incidents.
• Installing, testing, configuring, troubleshooting and maintaining customer hardware, software and new software upgrades.
• Resolving customer service technology issues and problems for a variety of platforms and systems according to written procedures.
• Maintaining Information Technology Security policies, instructions and guidelines when delivering customer support services.

NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the 'Required Documents' section below for additional resume requirements.

Education Substitution

Please see Education section for details.

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.

You must meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process by 06/25/2026.