Lead Information Technology Specialist (Customer Support)

Department of War Education Activity; Peachtree City (GA); On-site; USD 70,000 - 95,000; Full time

Job summary

The Department of War Education Activity's Information Technology Division, Global Operations Branch in Peachtree City, GA, seeks an IT professional to support a large, distributed environment. The role focuses on staff training, IT policy development, and coordination with remote customers to sustain operational systems.

Qualified applicants will bring specialized IT experience, metrics analysis, and the ability to advise management on IT issues within a Direct Hire solicitation.

Qualifications

• One year of specialized IT experience required.
• Training staff in IT usage and access procedures.
• Ability to develop policy and process for IT services across a diverse base.
• Experience coordinating with customers or staff on IT operation needs.

Responsibilities

• Train staff in usage and access procedures.
• Develop policy and process for IT services to support diverse customers.
• Coordinate with customers to manage IT systems hardware and software.
• Analyze IT service delivery metrics and report findings.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Job description

About the Position: This position is located at Peachtree City, Georgia with the Department of War Education Activity's Information Technology Division, Global Operations Branch. The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA). 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:
• Training staff members in usage and access procedures.
• Developing policy and process for information technology services to support a geographically diverse customer or client base.
• Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software.
• Conducting analysis of information technology service delivery performance metrics and reporting on findings.
• Providing customer support and guidance to management and staff on information technology issues.
• This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12).
• 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) in IT operations in large complex environments such as spanning multiple countries and working with remote technicians which demonstrates each of the four competencies, as defined:

Competencies

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. 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. 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. 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.