Technical Support Specialist

Summary

See below for important information regarding this job.

Duties

• •Serve as a senior IT Specialist providing specialized support for a wide range of technical and professional Information Technology (IT) functions supporting the J6 mission of enterprise desktop and end-user computing devices.
• •Serves as a principal advisor to a J64 Branch Chief and staff on all Information Technology (IT) matters concerning assigned customer organizations and senior executives.
• •Maintains and provides troubleshooting, customer assistance, and technical support for VIP and DLA Senior Leadership.
• •Responsible for communicating with customers via phone, email and other messaging tools.
• •Responsible for maintaining a detailed knowledge of customer needs related to various IT products and services including Enterprise Service Desk (Service Now), Virtual Desktop Infrastructure, and Cloud Services including M365.
• •Support classified systems and users.
• •Printer (Multi Function Device/MFD) SME
• •Position qualifications it requires a TS/ SCI clearance.
• •Mobile device configuration/troubleshooting support.
• •Responsible for supporting local off-site locations and activities as required.

Qualifications

To qualify for an IT Specialist (CUSTSPT), your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: - Ability to diagnose and resolve complex IT problems to minimize business interruptions. - Skill in written and verbal communication to articulate position and technical concepts to other individuals. - Serves as a senior level technician for issues affecting enterprise IT production capabilities, including networks, applications, hardware, mobility devices and information systems. - Knowledge of customer support concepts and practices and new customer support technologies to include: installed operating systems, network systems, applications, protocols, troubleshooting procedures, equipment and the IT infrastructure. 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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.