Information Technology Specialist

**Duties**:

- Perform duties as a senior IT Specialist in the formulation of policy, development of plans, identification and management of information technology requirements to support and execute the Enterprise Service Desk (ESD) mission and program.
- Troubleshoot problem areas (by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
- Respond to inquiries from serviced organizations within the realm of expertise and provide policy, business process and IT direction and advice in support of the organization?s mission and programs.
- Perform statistical analysis of metrics and survey data.
- Develop and interpret policies, procedures, and strategies governing the planning and delivery of Service Desk services.
- Provide technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues
- Serve as a spokesperson for the organization in assigned areas of responsibility.

**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.
- If selected, the agency will provide information regarding what documentation is needed and how to request any legally required exceptions from this requirement.
- This position requires the incumbent to possess, or obtain and maintain, a valid official U.S. Passport.
- This position is critical sensitive. Incumbent is required to obtain and maintain a SECRET clearance based on a Tier 5 investigation.
- This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
- Must be able to obtain and maintain a USAREUR Driver's license.
- This position requires shift work to provide coverage on evenings, weekends, holidays, or special situations.

**Qualifications**:
**Who May Apply: US Citizens**Basic Requirement for an Information Technology Specialist (Customer Support)**:
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**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 information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with differe