IT Specialist (Customer Support)

Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement. Overview This position is located at the U.S. International Development Finance Corporation (DFC), in the Office of Information Technology (OIT). As a Service Desk Manager, the incumbent will oversee the service desk staff responsible for monitoring the status of DFC IT operations and services and for providing incident/problem resolution and root cause analysis in cases of IT disruptions. Qualifications One year of specialized experience equivalent to the GS‑13 grade level in the Federal service that demonstrates: Experience using a service desk tracking system (e.g., ServiceNow) to analyze help desk incidents and statuses to determine resolution or escalation. Experience collecting and reporting on incidents and change requests. Experience managing a help desk/service desk staff. 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 to assess needs, provide information or assistance, resolve problems, or satisfy expectations; knows available products and services and is committed to providing quality service. Oral Communication – Expresses information effectively, takes into account the audience and nature of the information, makes clear presentations, listens and responds appropriately. Problem Solving – Identifies problems, determines accuracy and relevance of information, uses sound judgment to generate and evaluate alternatives, and makes 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-ST-12974760-MB using Merit Promotion (MP) procedures. If interested, refer to that announcement to determine if you meet MP requirements and can apply. 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. #J-18808-Ljbffr US-Development-Finance-Corporation