Information Technology Specialist (Customer Support)
Washington, DC

Job Description

* Duties

Help Duties Summary

Are you interested in a rewarding and challenging career? Join the U.S. Department of Justice!!

The Department of Justice is the Nation's Top Law Enforcement agency and is ranked by the Partnership for Public Service as one of the top 3 best places to work in the federal government! The Department of Justice (DOJ), Office of the Inspector General is one of the premier federal inspector general offices with a prestigious team of professionals.

Learn more about this agency

Responsibilities

If you are selected as an Information Technology Specialist (Customer Support), GS-2210-09, your responsibilities would include, but would not be limited to:

* The incumbent will be tasked with Help Desk support to include installing new hardware, rebuild existing hardware/configuring hardware, peripherals and services in accordance with standards and project/operational goals and requirements.
* Trouble shooting and resolving user's hardware and software issues,
* Develops and recommends solutions and upgrades to ensure availability, integrity, and reliability of assigned systems,
* Responds to calls and issue reports by analyzing problems, providing solutions and recommending actions necessary to avoid future difficulties,
* Plans and coordinates the design, testing, and installation and/or support of new or modified IT systems.
* Assist with the Help Desk calls and emails, providing first call support to diagnose and troubleshoot issues with related hardware, software, phones and peripherals.
* Assist with new user hardware and software setup; contribute to the development and maintenance of infrastructure systems.
* Work closely with other Help Desk team members to learn, understand, and assist with day to day projects.
* Assist with IT documentation, review and integrate other documentations to increase knowledge to resolve common incidents and questions independently, with a goal to increase self-service resolution.
* Respond to customer service problems resulting from incidents and/or catastrophic events, such as virus infections or power outages.

This vacancy may be used to fill other similar and/or comparable positions throughout the agency within the stated duty station.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status

No

Promotion Potential

12


* Job family (Series)

2210 Information Technology Management

Similar jobs

* Information Technology Specialist (It Specialist)


* Requirements

Help Requirements Conditions of Employment

* You must be a U.S. Citizen or National.
* You must be able to obtain and maintain a security clearance.
* You must be registered for the Selective Service, if applicable.
* You must successfully pass and are subject to random drug screenings.
* You must meet all qualification requirements by the closing date of this announcement.
* You may be subject to a probationary period.

Qualifications

* Experience

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

GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.


* 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.
* or to qualify with education, you must posses; a master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.

To qualify for this position at the GS-2210-09 grade level, you must have one year of specialized experience equivalent to the GS-07 grade level obtained in the public sector. (Specialized experience is paid or unpaid experience which has equipped you with the specific knowledge, skills, and abilities to successfully perform the duties of the position.) Examples of specialized experience include such duties as:

* Installing new hardware, rebuilding existing hardware and re-configuring hardware.
* Assist with the Help Desk calls and emails, providing first call support to diagnose and troubleshoot issues with related hardware, software, phones and peripherals.
* Assist with new user hardware and software setup; contribute to the development and maintenance of infrastructure systems.
* Work closely with other Help Desk team members to learn, understand, and assist with day to day projects.
* Responding to customer service problems resulting from incidents and/or catastrophic events, such as virus infections or power outages.
* Assist with IT documentation, review and integrate other documentation to increase knowledge to resolve common incidents and questions independently, with a goal to increase self-service resolution.

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade level (or equivalent).

Education

* IF USING EDUCATION TO QUALIFY: You MUST provide transcripts to support your educational claims. All academic degrees and coursework must be from accredited or pre-accredited institution. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. For a list of schools that meet this criteria, see www.ed.gov. For foreign education, see: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Education must demonstrate the competencies/knowledge, skills, and abilities necessary to do the work master's or equivalent graduate degree

* 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.



NOTE: Equivalent combinations of education and experience are qualifying for all grade levels for which both education and experience are acceptable.