IT Specialist (Customer Support)

IOR/Basic Requirement: 1) COMPETENCIES REQUIRED For the GS-09/11 grade level: Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

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.

Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations.

Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

AND GS-09: One year of specialized experience, equivalent to the GS-07 grade level in the Federal service, obtained in either the private or public sector: Communicating orally to various internal and external customers to accomplish program objectives and goals, which includes training staff and/or end users via on-the-job training or classroom instruction; and Communicating in writing to various internal and external customers to accomplish program objectives and goals; and Assisting with implementing Information Technology (IT) security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personal Identifiable Information (PII); and Installing and troubleshooting Information Technology (IT) hardware, software, and networks in a variety of local and/or remote locations; and Configuring Windows-based networks; setting up Windows-based accounts; and/or working with Cloud-based technologies such as Microsoft Office suite, Microsoft Enterprise Tools, etc.; and Deploying and maintaining mobile devices such as laptops, telephones, etc. for employee use.

These qualifications must be clearly referenced in your resume. OR You may also qualify based on education. Please see the education section of the announcement for specific details. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions.

It is available for your review on OPM's Qualifications web site: GS-2210: Information Technology Management Series 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).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Generally, time in Non-Pay status as a federal employee is not creditable towards the specialized experience requirement listed above. All qualification requirements must be met by 11:59 pm (Eastern Time) on 10/28/2026.

As an IT Specialist (Customer Support) at theGS- 2210-9, some of your typical work assignments may include: Provide technical assistance to customers involving remote communications, user access, laptop configuration, and troubleshooting of hardware and software issues. Install, configure, test, upgrade, and troubleshoot software applications, computer workstations, and associated hardware components.

Diagnose and resolve customer-reported technical issues, respond to service requests, and maintain accurate records using automated tracking and ticketing systems. Participate in planning, delivering, and evaluating IT customer support services; identify opportunities and recommend improvements to service delivery. Provide technical guidance, training, and assistance to customers on IT systems, established procedures, and information security requirements. IMPORTANT NOTES: This position works on an as needed basis.

This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time.

Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).