Information Specialist
vor 6 Monaten
**Duties**:
- Serves as a Senior IT Specialist within the Enterprise Service Desk.
- Leverages people, processes and technology to provide premier IT service for customers.
- Responsible for incident management for the lifecycle of incidents for Tier 1 remote computer desktop support.
- Maintains all new or updated software releases in the production environment using a standard process to maintain a productive and secure network.
- Manages information technology requirements to support and execute the ESD mission.
**Requirements**:
**Conditions of Employment**:
- Three year trial/probationary period may be required.
- This position if non-critical sensitive. Incumbent is required to obtain and maintain a SECRET clearance.
- Must be able to obtain commercial certification credential as directed by DoD Directive 8570.1/8140 "Information System Certification" within 6 months of acceptance.
- This position requires the employee to occasionally travel from the normal duty location up to 10% TDY.
- Duties of this position requires shift work.
- This position is designated Mission Essential. Employee may be required to remain on duty or report for duty during severe weather or other installation closings.
- May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays.
- Call back and emergency duty are regular requirements of this position.
**Qualifications**:
**Who May Apply**:
**This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.**-
- To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience would be demonstrated by**:Troubleshooting IT problems, including analyzing systems, hardware and equipment to address functional concerns; Working with clients and customers to assess their needs, provide assistance and resolve problems; Communicating with customers and coworkers both verbally and nonverbally in order to identify problems and determine accuracy and relevance of information.**
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
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