IT Specialist (Customer Support)

This position is located at the U.S. International Development Finance Corporation (DFC), in the Office of Information Technology (OIT). As a Service Desk Manager, the incumbent will oversee the service desk staff responsible for monitoring the status of DFC IT operations and services, as well as provide incident/problem resolution and root cause analysis in cases of IT disruptions.

Qualifications:

Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level). Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement.

TIME-IN-GRADE: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower grade, with few exceptions outlined in 5 CFR 300.603(b).

You may qualify at the GS-14 level, if you fulfill the following qualification requirements:
A. One year of specialized experience equivalent to the GS-13 grade level in the Federal service that demonstrates your experience in all of the following (Please highlight in your resume the below experience):
(1) Experience using a service desk tracking system (i.e. ServiceNow) to analyze help desk, incidents, and statuses to determine resolution or escalation;
(2) Experience collecting and reporting on incidents and change requests; AND
(3) Experience managing a help desk/service desk staff.

AND

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below:

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.

Note: Education is not substitutional at this grade level.

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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

This position is being advertised concurrently with vacancy announcement 26-OIT-DE-12974759-MB using Delegated Examining (DE) procedures. If interested, refer to that announcement to determine if you meet DE requirements and can apply to that announcement. NOTE: You must apply separately to each announcement in order to be considered under both.

This announcement may be used to fill similar positions, if additional vacancies occur.

Responsibilities:

In this role, you will:

• Diagnose and resolve problems in response to customer reported incidents/problems.
• Research, evaluate, and provide feedback on problematic network, operation trends and patterns to support customer support requirements.
• Interact with internal and external stakeholders as the Subject Matter Expert (SME) to provide Information Technology guidance and solutions and providing customer training as required on software and desktop/mobile equipment.
• Install, configure, integrate, troubleshoot, optimize and maintain customer hardware and software to maximize system availability and performance.
• Establish overall service management strategy (to include SLA's/OLA's) policies and procedures and provides daily, weekly metrics to leadership.
• Contribute to continuous improvement and transformation by bringing to bear and championing IT best practices and processes such as Information Technology Infrastructure Library (ITIL) and Agile.
• Identify and specify information system security requirements and ensuring application of information security/information assurance policies, principles and practices.
• Provide direct support to DFC on IT programs and services, with an emphasis on IT operating systems and network operations.
• Serve a key role in troubleshooting and resolution of complex Windows desktop problems.
• Recommend methods of enhancing efficiency of information systems through modification and application of evolving technology.
• Advocate for customers and serves as the IT OPS representative in meetings and work groups with service providers; works with managers to evaluate the impact of proposed standards and procedures and evaluates the need for changes in existing OIT policies or procedures for the accomplishment of the organization's information technology goals and objectives.
• Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues. Coordinate with customers to ensure they request the appropriate permissions through their security staff.
• Work with OIT staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and OIT policy.
• Provide support, assistance, liaison services and limited end-user getting started training to customer agency personnel.
• Establish, analyze, and resolve operational problems and monitor overall customer satisfaction rates, maintain operational standards set at management levels and is accountable for delivery of customer satisfaction.
• Image, manage, and deploy customer workstations and peripherals through the entire life cycle.
• Provide workstation user network account support to include setup and configuration (e.g., user profile, email, peripheral access), and troubleshoot user account problems on a daily basis.

Please Note: This is not a Bargaining unit position.

Salary : $143,913