Lead Information Technology Specialist (Customer Support).

Duties

• Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas.
• Obtain high-level requirements associated with a request.
• Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees.
• Find ways to improve production or increase the quality of the work directed.
• Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements.
• Analyze and coordinate customer requests that enable the identification and delivery of IT services.
• Evaluate the feasibility of adapting new methods to enhance customer satisfaction.
• Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone.

Requirements

• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
• Proof of U.S. Citizenship required.
• Direct deposit of pay is required.
• One year probationary period may be required.
• Appointment subject to a suitability/fitness determination, as determined by a background investigation.
• This position requires a Tier 3 (T3) investigation.
• You may be required to sign a transportation agreement.
• Must be able to satisfy the requirements of the 26JUL12 DODI V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights. Visit
• Individuals hired from the Continental United States (CONUS) and their family members (who are US citizens) are required to obtain Official Passports prior to departure to the overseas area.
• This position is covered by the Department of War Directive 8140.1 Applicants must obtain all required Information Assurance Technical (IAT) Level II certifications within 6 months of appointment.
• This position requires the incumbent to obtain and maintain a Secret Security Clearance.
• This position requires the incumbent to have Information Technology Infrastructure Library (ITIL) v3 Foundation Certification at the time of appointment.

Specialized Experience

One year of specialized experience which includes: Training staff members in usage and access procedures; Developing policy and process for information technology services to support a geographically diverse customer or client base; Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software; Conducting analysis of information technology service delivery performance metrics and reporting on findings; Providing customer support and guidance to management and staff on information technology issues.

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) In IT Operations In Very Large Complex Environments Spanning Multiple Countries And Working With Remote Technicians Which Demonstrates Each Of The Four Competencies, As Defined.

Competencies

• 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.
• 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.
• 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.
• 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 multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Who May Apply

U.S. Citizens

Assessment

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application.

Closing Statement

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.