IT SPECIALIST (CUSTSPT)

I have one year of information technology related experience in the federal service or private or public sector demonstrating the following four competencies, as defined: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Employee will ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. 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.

IT-related experience demonstrating this competency include: Employee will install, configure, troubleshoot, and maintain customer hardware and software. Employee will lead development of customer support policies, procedures, and standards. 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.

IT-related experience demonstrating this competency include: Employee will provide expert advice & guidance to other IT team members, and perform other duties as assigned. Employee will provide input for resource requirements. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

IT-related experience demonstrating this competency include: Employee will diagnose and resolve problems in response to customer reported incidents. Employee will research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.

In addition to my experience demonstrating the four competencies above, I have one year of specialized experience equivalent to the next lower grade level (GS-12) or pay band (NO-04) in the federal service or equivalent experience in the private or public sector: Providing Information Technology (IT) technical support for a large customer base, such as installing, configuring, troubleshooting, and maintaining customer hardware and software; and applying established information security policies, principles, and best practices to ensure secure and effective customer support services.

Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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 diagnose and resolve problems in response to customer reported incidents.,You will will research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.,You will will lead development of customer support policies, procedures, and standards.,You will execute IT store RDT/E requirements, including hardware/software ordering, software transfers, shipment receipt, inventory/shipment verification, and reconcile shipping fees.,You will Configure, Load, key management Employee will provide expert advice and guidance to other IT team members, and perform other duties as assigned. Employee will provide input for resource requirements.