Information Technology Specialist

**Duties**: - Respond to all trouble tickets for the Network Enterprise Center (NEC) Enterprise Service Division (ESD), Tier II operations within a pre-determined amount of time upon receipt. - Coordinate with Information Technology (IT) customers and specialists to identify IT improvements and ways to provide greater effectiveness and economy of services. - Analyze equipment and software reliability and utilization reports for desktop equipment and software systems in order to identify and correct problem areas and to establish computer and telecommunications performance levels. - Recommend solutions to management problems by streamlining the number and type of reports, files and operating procedures, using technological advances in data processing systems and data transfer capabilities. - Provide on-the-job training and feedback to technicians and customer organizations. **Requirements**: **Conditions of Employment**: - You will be required to provide proof of U.S. Citizenship. - Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration. - Two year trial/probationary period may be required. - Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19. - This position has specific initial background investigation and periodic re-verification requirements since its duties require interaction with children and youth under the age of eighteen (18) years of age on a recurring basis. - This position requires you to submit a Public Financial Disclosure Report (OGE 278) or a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter. - Must be able to obtain and maintain Top Secret security clearance eligibility with access to sensitive compartmented information (SCI). - The employee must obtain and maintain a valid Stateside Driver's License. - The incumbent must obtain and maintain a Transportation Motor Pool (TMP) driver's license for driving Government owned vehicles. - This position requires the employee to occasionally travel away from the normal duty station up to 15% of the time. - This position requires occasional on-call duty, weekend work, and/or overtime. - Incumbent must obtain and maintain an official passport - Position requires lifting of 35 pounds. - See "Education" section for additional requirements. **Qualifications**: **Who May Apply: US Citizens**Basic Requirement for Information Technology Specialist (Customer Support)**: **Specialized and Other Experience**: One year of specialized experience which includes ensuring resolution of all types of help desk service requests; installing and troubleshooting all hardware and software components; and ensuring all systems are fully compliant with information technology security standards. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). - 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 informa