IT Specialist (CUSTSPT)

US Defense Information Systems Agency; Arlington (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

Defense Information Systems Agency in Arlington, VA, seeks a GG-11 IT support specialist to deliver direct technical assistance to customers, diagnose issues, and document steps in a ticketing system.

The role requires one year of qualifying experience, strong communication skills, and the ability to translate complex IT concepts for non-technical customers. Federal service eligibility and security requirements apply.

Qualifications

• One year of qualifying experience at GG-11 level or equivalent.
• Ability to review IT-related work for accuracy and quality.

Responsibilities

• Provide direct technical support to customers by addressing IT inquiries and diagnosing hardware/software issues.
• Assist IT projects by gathering customer requirements and documenting solutions.
• Manage customer accounts and service requests in the ticketing system.
• Assist in developing user guides or training materials.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

College degree in CS/Engineering/IT or related field

Job description

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command.

It is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. It is located in the DISA (IT93622). In order to qualify for this position, you must meet the requirements described below.

Basic Requirements

• Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.

OR

• Attention to Detail - experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards.
• Customer Service - developing and maintaining relationships with customers, anticipating and assessing the current and future information technology needs of customers, and developing or identifying information technology products or services that are tailored to meet customer needs.
• Oral Communication - briefing senior-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of complex technical information to a non-technical audience.
• Problem Solving - identifying alternatives to address unique, highly complex, or sensitive information technology-related issues. I have anticipated information technology-related problems and have identified and evaluated potential sources of information to generate alternative solutions.

AND

Qualifying Experience

To qualify at the GG-11, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service.

• Providing direct technical support to customers by responding to IT inquiries, diagnosing hardware or software problems, and documenting troubleshooting steps in an ticketing system
• Assisting with IT projects by gathering customer requirements
• Operating organizational IT systems to manage customer accounts or service request
• Assisting in the development of user guides, standard operating procedures, or customer training materials.

Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.