IT SPECIALIST (NETWORK/CUSTOMER SUPPORT)

In order to qualify, you must meet the requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Individual Occupational Requirements for the Information Technology (IT) Management Series, GS-2210 SPECIALIZED EXPERIENCE: Applicants must have IT-related experience demonstrating each of the following four competencies: Attention to Detail, Customer Service, Oral Communication, Problem Solving AND have at least one (1) year of specialized experience at the next lower grade (GS-09) or equivalent in other pay systems.

Examples of specialized experience includes: Applying IT network systems design principles, methodologies, and approaches to the planning, developing, testing, operating, administering, and maintaining of network services that support functional requirements; utilizing the organization's network architecture, topology, and protocols to plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures; utilizing customer support concepts/methods, installed applications, operating/network systems, protocols, and equipment to assist management in determining requirements and resolving problems; and implementing customer support techniques/principles to review, validate, and standardize problem resolutions for inclusion in problem resolution databases.

OR EDUCATION: I have successfully completed a Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR a 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. (NOTE: YOU MUST SUBMIT COPIES OF YOUR TRANSCRIPTS) FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible.

One year at the GS-09 level is required to meet the time-in-grade requirements for the GS-11 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: Knowledge of the principles, methods, and practices for integrating information system components sufficient to plan, coordinate, and administer computer systems, and optimize system performance; and provide client services.

Knowledge of the latest advancements in technology to initiate corrective or preventative action to ensure optimum performance of IT systems. Knowledge of performance tuning tools, database management, and project management methods sufficient to optimize systems performance, troubleshoot database performance problems, and perform a wide range of systems administration functions.

Knowledge of operating systems, associated devices, and the interoperability of systems sufficient to install, upgrade, troubleshoot, test, and maintain those systems; to optimize the functionality and performance of systems; and to ensure the availability, integrity, efficiency, and reliability of servers.

Ability to apply methods and practices for troubleshooting, recovering, adjusting, modifying, and improving systems to solve complex problems, provide support that minimizes interruptions in service to customers, and maintain liaison with industry and other activities to provide awareness of state-of-the-art technology.

Ability to plan, organize, and direct the functions and staff of a small section; including the ability to ensure compliance with agency safety, security, personnel management, and EEO regulations, practices, and procedures. Ability to effectively communicate, both orally and in writing. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience.

Performs services as a senior systems administrator: Plans, coordinates, and installs applications software and hardware for operating systems. Serves as a senior technical advisor to management. Provides technical assistance, systems advisory services, and training. Exercises supervisory personnel management responsibilities. Plans, organizes, and directs the activities of the section to ensure IT systems comply with legal and regulatory requirements and meet customer needs.