Information Technology Specialist (Customer Support)

Summary

This position is located in the Executive Secretariat, Office of Executive Technology (S/ES ET). The Executive Secretariat (S/ES) is responsible for coordination of the work of the Department internally, serving as the liaison between the Department's bureaus. You will serve as a team lead of the Customer Service Center ensuring all S bureau customers and executives receive IT support as needed in a timely manner.

Duties

• Troubleshoots system hardware and software; maintains incident tracking and solution database; analyzes incident data for emerging trends; diagnoses and resolves network problems.
• Consults customers and Bureau managers to evaluate user requirements and advise on design capabilities and maintenance responsibilities. Develops and documents knowledge and understanding of customers' needs, wishes and requirements.
• Liaises between S/ES ExecTech, its customers, State Department entities, and external agencies to provide solutions, enhancements, and innovations for ongoing problems, processes, or day to day activities.
• Monitors customer satisfaction by reviewing IT tickets, customer surveys, and other methods to recommend approaches S/ES ExecTech can implement to better serve its customers.

Qualifications

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-13 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 - Mastery of systems administration concepts, methods, and practices to manage the delivery of a full range of Windows-based applications and hosting services that support both applications development and production activities. Customer Service - Ability to interact effectively with individuals at all levels to plan and coordinate assigned responsibilities and to establish and maintain liaison with customer officials to provide the highest possible level of customer service. Oral Communication - Ability to clearly communicate technical plans and coordinate the delivery of applications and infrastructure services in the specialty area. Problem Solving - Expert ability to resolve virtually all problems that arise, including those involving controversial matters. AND Have at least 1 full year of specialized experience equivalent to the GS-12 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 establishing a dialogue with the customer to elicit information about the problem and provide instructions. Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template. Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services. Experience in network patch management verification and Windows operating system upgrade. 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-13 position.

Education

Education requirements do not apply to this vacancy announcement. How You Will Be Evaluated

A review of your resume will be conducted and compared against your responses to the crediting plan questions to determine if you are qualified for this job. Applicants who meet the minimum qualification requirements, as described in the “Qualifications” section of this announcement, will be assigned a score between 70 and 100. The evaluation process consists of an online assessment and a subject matter expert resume review of applicants found to be among the top qualified candidates based on the crediting plan assessment. Resumes longer than two pages will be deemed ineligible and will not be considered further. Responses to questions that are not fully supported by the information in your resume may result in adjustments to your rating. Your qualifications will be evaluated on the following competencies: Ability to analyze, solve problems, and make recommendations to management Skill in providing customer and personal services Knowledge of systems testing, design and configuration Skill in communicating via speeches, meetings and conference calls Ability to operate and/or manage an IT Helpdesk Ability to manage and complete long-term projects In describing your experience, please be clear and specific. We do not make assumptions regarding your experience. Overstating your qualifications and/or experience in your application materials may result in your removal from consideration. Applicants found to be among the top qualified candidates will be referred to the hiring official for further consideration and possible interview. Qualified non-competitive candidates must be deemed best qualified based on the applicant assessment in order to be referred to the hiring official for further consideration and possible interview. Resume review: Subject matter experts (SMEs) will review your resume to determine your qualifications for this position based on the required specialized experience. Your resume should demonstrate how you meet all aspects of the specialized experience statement. SMEs will not review additional information beyond your resume (e.g., links embedded in your resume will not be opened.). If meeting basic qualifications through education only or a combination of education and experience, applicants will not be referred to the SME panel but will be reviewed by the HR Specialist for referral. Agency Career and Interagency Career Transition Assistance Program (CTAP and ICTAP) candidates must be considered well-qualified for the position and submit the supporting documents listed under the required documents section of this job announcement to receive consideration for selection priority. To be considered well-qualified, in addition to earning a score of 85 or above and meeting minimum qualifications, candidates must demonstrate proficiency in some, but not all of the major aspects of the position. You may preview questions for this vacancy. Other Information

For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at [email protected]. If eligible, situational telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in this Bureau for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions. Agency & Interagency Career Transition Assistance Program (CTAP & ICTAP): View OPM's CTAP & ICTAP eligibility website for more information. You must be rated in the Well-Qualified category and submit supporting documents under the required documents section of this announcement to receive selection priority consideration. To be considered Well-Qualified applicants must: score an 85 or above, meet Minimum Qualifications, and demonstrate proficiency in some, but not all major aspects of the position.