Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.



For this position, individuals must have IT-related experience demonstrating each of the four competencies listed below.



1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail.



2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.



3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.



4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.



AND



Specialized Experience: You must have one year of specialized experience equivalent to the next lower grade level in the federal service; experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization.



For the GS-12, you must have one year of specialized experience equivalent to the GS-11 level that includes participating as a team or project leader with others as required in a virtual environment that is accountable to the IT Manager; planning and delivering technical support services; providing a variety of IT support services essential to the effective operation and performance of IT systems; identifying and analyzing problems using structured problem resolution approaches, and works with: network specialists, application developers, system administrators, security specialists, and vendors to prevent recurring problems; documenting solutions to problems and recommends fundamental changes to system configurations to prevent recurrences; coaching and training junior IT Specialists in resolving highly complex IT problems and systems issues; responsible for diagnosing and/or resolving the complex problems in response to customer reported incidents via trouble tickets; serving as key escalation/coordination point between junior IT Specialists and Enterprise Service Lines, vendors and similarly specialized teams; escalating and/communicating problems requiring higher elevation to the Lead or Supervisory IT Specialist; applying physical security protocol for IT controlled spaces.



There is no educational substitution for the GS-12 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; religions; 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.