Summary
This serves as public notice for the use of a Direct Hire Authority. Applicants will be forwarded to the selecting official for consideration. We may select from this announcement or any other source to fill one or more vacancies.
This Information Technology Specialist (CUSTSPT) position is located in the Office of the Secretary (S/ES), Executive Technology (ExecTech), Department of State (DOS).
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.
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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
- Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/
Applicants must meet all the qualification requirements described below by the closing date of this announcement.
Applicants applying for the GS-12 grade level must meet the following requirements.
Have IT-related experience demonstrating EACH of the four competencies:
- Attention to Detail - Knowledge of and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in the organization.
- Customer Service - Knowledge of and skill in applying customer support principles.
- Oral Communication - Knowledge of communications methods and techniques.
- Problem Solving - Knowledge of problem resolution databases; troubleshooting and data analysis methods; communication methods and techniques.
Have at least 1 full year of specialized experience equivalent to the GS-11 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 with the customer to elicit information about the problem and provide instructions.
- Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template.
- Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services.
- Experience in network patch management verification and Windows operating system upgrade.
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 (202) 663-3474 or OAA@state.gov.
- If eligible, 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 similar positions in any Bureau/Office listed on this announcement for approximately 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.
- Benefits
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 window Learn more about federal benefits.
Review our benefits
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.
You will be evaluated for this job based on how well you meet the qualifications above.
This position is being filled through direct hire authority. Under the provisions of the Direct-Hire Authority, veterans' preference and traditional rating and ranking of applications does not apply. For this announcement, all applicants will be forwarded to the selecting official for further consideration, and you may be subject to assessments during the selection process (e.g., technical writing sample or other work sample, structured interview, etc.). If you are selected, we will review your resume and required documents to determine if you meet the qualifications for this position, specifically the education, specialized experience, and knowledge, skills, and abilities (KSAs) necessary to perform the work of the position.
Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity.
Your qualifications will be evaluated on the following KSAs and other characteristics that are relevant to the duties of this position and must be fully supported by information in your resume:
- Knowledge of information technology life cycle management concepts.
- Ability to apply statutes, policies, and regulations governing information technology.
- Knowledge of Information Assurance methods and procedures.
- Knowledge of information technology performance measures.
- Ability to manage and/or participate in projects.
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