IT Specialist (Customer Support)

Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level). Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement. TIME-IN-GRADE: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower grade, with few exceptions outlined in 5 CFR 300.603(b). You may qualify at the GS-14 level, if you fulfill the following qualification requirements: A. One year of specialized experience equivalent to the GS-13 grade level in the Federal service that demonstrates your experience in all of the following (Please highlight in your resume the below experience): (1) Experience using a service desk tracking system (i.e. ServiceNow) to analyze help desk, incidents, and statuses to determine resolution or escalation; (2) Experience collecting and reporting on incidents and change requests; AND (3) Experience managing a help desk/service desk staff. AND For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Note: Education is not substitutional at this grade level. 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. This position is being advertised concurrently with vacancy announcement 26-OIT-DE-12974759-MB using Delegated Examining (DE) procedures. If interested, refer to that announcement to determine if you meet DE requirements and can apply to that announcement.

NOTE: You must apply separately to each announcement in order to be considered under both. This announcement may be used to fill similar positions, if additional vacancies occur.