IT Specialist (Customer Support)

Summary

Serves as an IT Specialist (Customer Support) in the Desk Side Support & Implementation Section, AMK-262. Also serves as a Special Project Team Lead responsible for planning, coordinating, and conducting projects and studies. Develops, integrates, and implements solutions to diverse, complex problems.

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Duties

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Performs complex assignments under limited managerial direction within the Customer Services Branch (AMK-260). Acts as a Project Lead or Technical Specialist for integrated design and development projects. Serves as a primary Liaison between internal and external stakeholders to oversee the adoption of new and emerging technologies. Additionally, manages leadership initiatives and defines the roadmap for enterprise-wide endpoint innovations. Provides expert-level technical support, leads high-impact integration projects, and provides administrative oversight for personnel and operational workflows. Provides administrative support to front-line management regarding personnel requirements, including performance recognition and resource allocation. Manages low-level administrative approvals and resolves informal personnel grievances. Communicates organizational policy and procedural positions to internal leadership and labor organizations as required. Applies advanced technical expertise to support hardware, Commercial Off-the-Shelf (COTS) software, support and administration tools, cloud productivity suites and asset management systems. Coordinates comprehensive system testing between application teams and end-users. Authors and maintains technical documentation and work instructions following best practices to support enterprise releases. Blends cross-functional teams to achieve singular project milestones and serves as acting unit manager when required.

Develops specialized evaluation metrics to monitor performance across service and support environments. Utilizes IT Service Management (ITSM) platforms and rigorous application testing methodologies to ensure operational stability. Core duties include:

• Governing organizational technical debt and security risks by balancing operational tools, waivers, policies, and deliverables.
• Scaling storage resources and collaborating with Systems Administrators and Application Developers.
• Analyzing capacity and performance data to identify bottlenecks.
• Executing security compliance audits and technical inspections.
• Manages short-term leave requests and resolves informal employee grievances.

Assignments typically require solutions to be derived by interpreting and extrapolating from situations faced in the past. May provide recommendations to improve work processes. Occasionally refers difficult problems and work issues to a manager when guidelines are not available or applicable. Maintains professional communication with internal and external stakeholders to coordinate system maintenance, manage service outages, and enforce enterprise standards. Delivers data-driven technical analyses and operational documentation to support executive decision-making. Adheres to existing standards and frameworks to ensure service quality. Derives solutions by extrapolating from historical data and provides process improvement recommendations. Acts as a senior technical escalation point, providing mentorship and guidance to junior staff and resolving complex technical issues independently. Work is evaluated at major milestones for alignment with project requirements and technical compliance.

Requirements

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Conditions of employment

• US Citizenship is required.
• Selective Service Registration is required for males born after 12/31/1959.
• Must submit an SF50 (See Required Documents).
• A one-year probationary period may be required.
• Successful completion of a security investigation may be required.
• See Required Documents & Additional Information

Qualifications

To qualify for this position at the FV-J (FG/GS-14) level , you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-I (FG/GS-13) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled.

Specialized Experience includes: Experience which demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design such as what systems inter-relationships must be considered or what operating mode, system software, and/or equipment configuration is most appropriate for a given project. Also includes experience in the application of project management methodologies in support of a large/complex IT environment; experience operating under ISO 9001 :2000 and/or ISO 2000 certifications in an IT environment; and ability to work on budgets and deadlines.

AND

Individuals must have IT-related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of a specific, intensive training (for example, IT certification), as appropriate:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

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.

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.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

ALSO

Quality Ranking Factor (QRF): Well-Qualified applicants will have documented experience in at least two of the following:

• Complex Project Management: Leading multiple integrations or major application releases with competing deadlines.
• Advanced Troubleshooting: Resolving complex system outages or architectural failures following major upgrades.
• Financial & Resource Stewardship: Managing project financials, including budget allocations, cost models, burn rates, and inter-agency service-level agreements

Education

Information Regarding KSA's:

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

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Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.

Position may be subject to a background investigation.

A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies.

NOTES:

1. Applicants must apply online to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be accepted.

2. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.

3. Some, all or none of the applicants may be interviewed.

4. This position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website:

5. Position(s) may be realigned based on approved reorganization.

6. This announcement is open to current permanent employees within AMK-260 and AMK-270, which will be consolidated under the upcoming reorganization.

7. Additional information regarding living in Oklahoma can be found at

8. To confirm receipt of documents, please contact Caleb Weston at View email address on click.appcast.io.

This is not a bargaining unit position.

Links to Important Information: Locality Pay, COLA

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.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.