Information Technology Specialist (Customer Support)

Summary

This position is located in the Executive Secretariat Office of Executive Technology (S/ES ET). The Executive Secretariat (S/ES) is responsible for coordination of the work of the Department internally serving as the liaison between the Departments bureaus. You will serve as a team lead of the Customer Service Center ensuring all S bureau customers and executives receive IT support as needed in a timely manner.

Duties

• Troubleshoots system hardware and software; maintains incident tracking and solution database; analyzes incident data for emerging trends; diagnoses and resolves network problems.
• Consults customers and Bureau managers to evaluate user requirements and advise on design capabilities and maintenance responsibilities. Develops and documents knowledge and understanding of customers needs wishes and requirements.
• Liaises between S/ES ExecTech its customers State Department entities and external agencies to provide solutions enhancements and innovations for ongoing problems processes or day to day activities.
• Monitors customer satisfaction by reviewing IT tickets customer surveys and other methods to recommend approaches S/ES ExecTech can implement to better serve its customers.

Requirements

Conditions of employment

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Top Secret security clearance.
• Obtain/maintain eligibility to access Sensitive Compartmented Information

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements by the closing date of this announcement.

Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions per 5CFR 300 Subpart F.

Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:

1. Attention to Detail - Mastery of systems administration concepts methods and practices to manage the delivery of a full range of Windows-based applications and hosting services that support both applications development and production activities.
2. Customer Service - Ability to interact effectively with individuals at all levels to plan and coordinate assigned responsibilities and to establish and maintain liaison with customer officials to provide the highest possible level of customer service.
3. Oral Communication - Ability to clearly communicate technical plans and coordinate the delivery of applications and infrastructure services in the specialty area.
4. Problem Solving - Expert ability to resolve virtually all problems that arise including those involving controversial matters.

AND Have at least 1 full year of specialized experience equivalent to the GS-12 level in the Federal service which provided you with the particular knowledge skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following:

• Experience establishing a dialogue withthe customer to elicit information about the problem and provide instructions.
• Experiencereviewing validating and standardizing problem resolutions for inclusion in the team standard operating procedures template.
• Experience evaluating and reporting on new tools and trends in thecustomer support field such as browser-based and speech-enabled customer support services.
• Experience in network patch management verification and Windows operating system upgrade.

NOTE: In order to qualify for this position your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific intensive training (for example IT certification) as appropriate. There is no substitute of education for specialized experience for the GS-13 position.

Education

Education requirements do not apply to this vacancy announcement.

Additional information

• For reasonable accommodation at the U.S. Department of State please contact the Office of Accessibility and Accommodations at
• If eligible situational telework agreements may be permitted with supervisory approval.
• Multiple positions may be filled from this announcement. If eligible applicants to this announcement may be referred to other similar positions in this Bureau for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions.
• Agency & Interagency Career Transition Assistance Program (CTAP & ICTAP):View OPMs CTAP & ICTAP eligibilitywebsite for more information. You must be rated in the Well-Qualified category andsubmitsupporting documents under the required documents section of this announcement to receive selection priority be considered Well-Qualified applicants must: score an85 or above meet MinimumQualifications anddemonstrateproficiencyin some but notall major aspects of the position.

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.

Required Experience:

IC