IT Specialist (Customer Support)

Summary

The IT Specialist (Customer Support) position administers, develops, delivers, and supports information technology (IT) systems and services. The requirement is knowledge of IT principles, concepts, and methods; e.g., data storage, software applications, and networking. Information technology refers to systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information.

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Duties

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Work in the Technical Category at this pay band is characterized by such assignments as:

• Collects, records and analyzes data/information; identifies problems; and performs analysis.
• Plans and carries out projects for collecting detailed data or information from primary sources. Such projects are typically a part of a large and continuing program. Plans and analyzes data. May suggest data sources and prepare interpretive reports of limited scope.

Characteristic information technology assignments in the Customer Support specialization at this pay band include:

• Prepares standard log-in scripts and establishes network access protocols to enable customers to gain local or remote access.
• Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database.
• Evaluates and reports on newly publicized tools and trends in the customer support field such as browser-based and speech-enabled customer support services with recommendations as to possible applications at FAA.
• Organizes vendor demonstration sessions for other specialists.

Performs a mixture of routine and multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced technical specialist. Acts as an individual contributor and/or member of a team. May perform some leadership functions for small projects/programs/teams.

Applies experience and detailed technical knowledge applicable to his/her discipline to plan and accomplish assignments. Typical assignments may include: limited system development; collecting, recording and analyzing data/information; identifying problems; performing investigation and inspection activities; and initiating compliance and enforcement actions.

Demonstrates some independence in planning time and using assigned resources to accomplish assignments and small projects.

Contacts are primarily internal to the organizational unit, major subdivision, and LOB/SO, with some contact with customers and external organizations. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments. In some technical areas, may have regular contact with customers and/or external organizations.

Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, project/program manager, team leader, or more experienced technical specialist. May provide recommendations to improve work processes.

Frequently refers difficult problems and work issues to a manager, program/project manager, team leader, or more experienced technical specialist when guidelines are not available or applicable.

May be required to work (in-office or telework) rotating shifts, weekends and holidays, alternative regular days off and subject to call back when advised by management.

Work is reviewed periodically during assignments and at completion to ensure timeliness and technical compliance with the requirements of the project or other work activity.

Work activities typically support the activities of the organizational unit and may affect project/program objectives for the major subdivision and the LOB/SO. In some areas, the work may affect the safety and security of customers.

Requirements

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Conditions of employment

• ship is required.
• Selective Service Registration is required for males born after 12/31/1959.
• Must submit an SF50 (See Required Documents).
• A one-year probationary period may be required.
• Successful completion of a security investigation may be required.
• Please review Required Documents & Additional Information.

Qualifications

To qualify for this position at the FV-H (FG/GS-10-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-G (FG/GS 5-9) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.

Specialized Experience includes: Experience in Desk Side support and implementation; experience assisting management on Information Technology (IT) procedures and guidelines; experience analyzing customer requirements; experience utilizing multiple software applications; experience in the design, development, testing, installation and support of new/modified processes.

Applicants should include examples of Specialized Experience in their work history.

AND

Individuals must have IT-related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

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.

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.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

OR

Education substitution:

Successful completion of a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR

Combination Education and Experience: May be qualifying for this position. Refer to OPM's Operating Manual Qualification Standards at, for more information.

If qualifying based on education, applicants must submit a copy of their college or university transcript(s).

All academic degrees and coursework must be from accredited or pre-accredited institutions.

Foreign education must be evaluated by a private professional organization specializing in interpretation of foreign education credentials or an accredited U.S. educational institution in terms of equivalency to a degree acquired at an American college or university. A copy of the evaluation results must be included, otherwise your foreign education will not be considered.

ALSO

The following has been determined to be a Quality Ranking Factor (QRF): Well Qualified applicants will have experience using ServiceNow for asset management, ticket resolution, and reporting; as well as computer software and hardware support experience.

Qualifications must be met by the closing date of this vacancy announcement.

Education

Refer to qualifications section.

Information Regarding KSA's:

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

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Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.

Position may be subject to a background investigation.

A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. ;br>
1. Applicants must apply online to receive consideration for this vacancy announcement.

2. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.

3. Some, none or all applicants may be interviewed.

4. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: ;br>
5. Position(s) may be realigned based on approved reorganization.

6. Additional information regarding living in Oklahoma can be found at ;br>
7. To confirm receipt of documents, please contact Caleb Weston at

Links to Important Information: Locality Pay, COLA

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.