Information Technology Specialist
vor 1 Monat
**Duties**:
- Provide a single point of contact for end users to receive technical assistance, support, and maintenance within the organization's desktop computing environment.
- Develop and interpret policies, procedures, and strategies governing the planning and delivery of Service Desk services.
- Dispatch unresolved incidents to appropriate Tier for resolution.
- Provide an incident status to management and customers.
- Install, diagnose, repair, maintain, and upgrade all software and equipment to ensure optimal workstation performance.
- Analyze incident types, frequency, and solutions necessary to correct problems.
**Requirements**:
**Conditions of Employment**:
- Three year trial/probationary period may be required.
- This position is non-critical sensitive. Incumbent is required to obtain and maintain a SECRET clearance.
- The IT classification for this position is IT Level I. The incumbent must be able to obtain and maintain the security background investigation and clearance requirements for IT Level I.
- Must be able to obtain commercial certification credential as directed by DoD Directive 8570.1/ 8140 “Information System Certification” with 6 months of acceptance.
- Must be able to obtain and maintain a USAREUR Driver's license.
- This position requires the employee to occasionally travel from the normal duty location up to 10% TDY.
- Duties of the position requires shift work.
- Current DoD Employees: If a current permanent CES employee, you shall be granted administrative return rights. If not a current permanent CES employee, you may be granted administrative return rights if agreed to by your CONUS organization.
- In accordance with DoD CES Personnel System Implementation Guidance for Overseas Rotations and Administrative Return Rights, employees must be able to satisfy the rotation requirement and tour limitations in DoD Instruction 1400.25 Volume 1230
**Qualifications**:
**Who May Apply**:
**This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.**
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) which demonstrates each of the four competencies, as defined:
**(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 mult
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