Technical Support Specialist

Summary IT Specialist (CUSTSPT) provides technical and analytical IT support, including customer support, troubleshooting, hardware and software installation, and coordination with vendors. Responsibilities Provides technical and analytical IT support by responding to customer requests. Assesses system shutdowns/software defects and coordinates with IT management to recommend replacement or modification actions to safeguard existing systems hardware, software and automated information. Develops, installs, and troubleshoots customer hardware and software issues. Assists in the installation, configuration, troubleshooting, surveillance, and maintenance of a variety of hardware and software, and integrates a wide range of Commercial-off-the-Shelf (COTS) software packages. Identifies recurring, problematic, or unprecedented IT deficiencies, investigates their cause, and recommends remedial action to operating officials to ensure continuity of operations, satisfy end-user requirements, and enhance customer service. Coordinates with hardware contractors, software vendors and end users to monitor and assure hardware/software system quality, reliability, and information security. Requirements Must be a U.S. citizen. Tour of Duty: Set Schedule. Security Requirements: Non‑Critical Sensitive with Secret Access. Appointment is subject to completion of a favorable suitability or fitness determination; unfavorably adjudicated background checks are grounds for removal. Fair Labor Standards Act (FLSA): Exempt. Selective Service Requirement: Males born after 12‑31‑59 must be registered or exempt from Selective Service. Recruitment Incentives: Not Authorized. Bargaining Unit Status: No. Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities. Qualifications Specialized Experience: One year of experience directly related to this position, equivalent to GS‑09 level or under another federal pay system. Applicants must meet eligibility requirements, time‑in‑grade (for GS positions), time‑after‑competitive appointment, minimum qualifications, and any other regulatory requirements by the closing date of the announcement. Creditable specialized experience includes: Develops, installs, and troubleshoots customer hardware and software issues. Diagnoses and resolves problems in response to customer IT problems and issues. Loads customer computers with required software packages and keeps lead officials informed regarding installations and quality of software and customer satisfaction. Provides user training on PC hardware and software operations via telephone, email, remote access, and/or through on‑site customer visits. Education Substitution: Education must demonstrate the knowledge, skills, and abilities necessary to do the work. Must be from an accredited college or university. Submit a transcript as supplemental documentation. To qualify based on education in lieu of specialized experience, must possess: A Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. Combination: Combinations of successfully completed post‑high‑school education and experience may be used to meet total qualification requirements for grade levels GS‑11, calculated by comparing experience and education percentages. The total percentages must equal at least 100 % to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS‑11. Additional Conditions Section 508 compliance: DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to applicable requirements in current ICT Standards and Guidelines (36 C.F.R. § 1194). #J-18808-Ljbffr