IT Specialist (Customer Support)

Summary Creditable Service for Annual Leave Accrual and Public Service Loan Forgiveness Program are available. This position is in the Office of the Chief Information Officer (OCIO), Security Compliance, Operations & Customer Assistance Center. OCIO provides information technology planning and design, application development, systems administration, telecommunications, information assurance/security, information management, and IT customer support services for FSIS. Responsibilities Serve as Primary Technical Expert for Wearable Enterprise Hardware Solutions . Evaluate Hardware Performance and Manage Deployment Profiles. Manage Full Lifecycle and Security of Enterprise Mobile Devices. Install, Image, Configure, Test, and Maintain Personal Computers and Office Automation Software. Assist Senior Leaders in Policy Development. Support Telecommunications and Network Infrastructure. Coordinate and Maintain Video Teleconferencing Environments. Modify System Settings and Operating System Parameter. Manage Tier-1 through Tier-3 Customer Support Workflows. Build and Maintain Enterprise Technical Knowledge Base. Identify Systemic Trend Lines and Training Gaps. Manage and Configure Active Directory Objects. Resolve Specialized System Access and Utility Operations. Requirements Conditions of Employment Qualifications Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience as defined below. SPECIALIZED EXPERIENCE: Applicants must have one year of specialized experience (equivalent to the GS-12 grade level in the federal government) that demonstrates all of the following: Engineering and troubleshooting enterprise Wi-Fi, Bluetooth, VPN, authentication, or secure connectivity. Experience in telecommunication services or 5G wireless. Experience with Active Directory, managing IT support tickets, or customer support services. Experience with Microsoft OS and 365 apps and support. Experience in supporting Dell or HP laptops and printers In addition to the above specialized experience requirements, applicants will undergo a structured resume review to determine whether they meet the Individual Occupational Requirements (IOR) of the 2210 series. Successfully completing the 2210 series USAHire assessment with a passing score will be used as proof of possessing the necessary proficiency in the following competencies: Attention to Detail, Customer Service, Decision Making, Interpersonal Skills, and Teamwork. A panel of subject matter experts will review your resume to determine if you meet the minimum proficiency level (as defined by the 2210 series IOR) for the following competencies: Information Management Oral Communication Problem Solving Technical Competence 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Additional Information Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors. CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Selectees may be eligible for Creditable Service for Annual Leave Accrual (CSALA). Public Service Loan Forgiveness Program. For more information please visit: PSLF Program.