IT Specialist (Customer Support)
IT Specialist (Customer Support) Department of Transportation MMAC/ESC,Info & Digital Svcs Div,Customer Svc Ctr Br,Desk Side Support & Implementation Sec, AMK-262 Location 1 vacancy in the following location:
Relocation expenses reimbursed No Telework eligible Yes as determined by agency policy Duties Summary Due to the Pandemic, and individual states with different phases of reopening, the selectees report date to the official duty station/facility may be delayed until such time as employees are allowed to report to the workplace.
The person selected may telework up to the maximum extent possible, up to and including full time, until it is safe to relocate.
Responsibilities The IT Specialist (Customer Service) positions administer, develop, deliver, and support information technology (IT) systems and services.
The paramount requirement is knowledge of IT principles, concepts, and methods; e.
g.
, data storage, software applications, and networking.
Information technology refers to systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information.
Information technology includes computers, network components, peripheral equipment, software, firmware, services, and related sources.
Work in the Technical Category at this pay band is characterized by such assignments as:
Provides guidance to lower-level staff to address divers, complex issues impacting the aviation/transportation industry.
Works with managers advising on the development of guidelines and standards and prepares points of view used in forecasting trends and formulating policy.
Develops plans, techniques, and policies to address current or anticipated problems and issues.
Works with management to jointly solve problems.
Provides policy guidance and instruction to others, both internally and externally.
Often serves as a project manager or team leader planning, coordinating, and conducting projects and studies.
Is responsible for developing, integrating, and implementing solutions to diverse, complex problems.
Analyzes trends, identifies problems and those factors most likely to impact operating costs, profitability, and continued compliance with regulatory requirements.
Proposes preventive actions and methods for ensuring FAA policies and practices align with emerging changes to transportation industry operations.
May participate in the development of recommendations for new and innovative approaches to supplement broad policies and objectives that are only indirectly applicable to emerging transportation issues.
Characteristic information technology assignments in the Customer Support specialization at this pay band include:
Leads efforts to define post-implementation support requirements among multiple customer groups to ensure efficient rollout of new architecture, hardware, or software.
Assesses overall customer satisfaction in key IT areas impacting accomplishment of FAA strategic objectives.
Performs multiple, varying and complex assignments under the minimal direction of a manager, project/program manager, team leader, or more experienced technical specialist.
Acts as principal technical specialist or as a project manager or team leader for large work activities.
Applies experience and comprehensive technical knowledge applicable to his/her discipline, as well as an understanding of new technologies and methodologies, to solve complex problems and develop improved technical processes or systems.
Considers the objectives of the major subdivision and LOB/SO when developing, integrating, and implementing solutions to diverse, complex problems.
Assignments frequently require knowledge and experience working across functional and/or organizational lines.
Typical assignments may include:
complex system design and integration; extensive research and analyses; investigation and inspection activities; compliance and enforcement actions; and direct responsibility for project/program management.
Broad policies and objectives provide general guidance for addressing issues, but allow considerable discretion to develop new and innovative approaches.
Draws on experience to solve unusual problems and may create new solutions and policy interpretations as the situation requires.
Provides policy guidance and instruction to others, both internally and externally.
Work activities typically impact directly on the objectives of one or more major subdivisions or LOB's/SO's and may impact on the objectives of the FAA.
In some areas, the work may affect the safety and security of customers.
Travel Required Occasional travel - The job may require travel from time- to-time, but not on a regular basis.
The travel may be for training or other work-related duties.
Supervisory status No Promotion Potential NA Requirements Conditions of Employment
US Citizenship is required.
Selective Service Registration is required for males born after 12/31/1959.
Must submit an SF50 (See Required Documents)
A one-year probationary period may be required.
Successful completion of a security investigation may be required.
See Required Documents & Additional Information Qualifications To view the complete qualification standard, applicants should reference U.
S.
Office of Personnel Management Information Technology (IT) Management Series, 2210.
To qualify for this position at the FV-J (FG/GS-14) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-I (FG/GS-13) level.
Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled.
Specialized
Experience:
Specialized experience may include but not limited to:
Experience which demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled.
This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design such as what systems inter-relationships must be considered or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.
Also includes experience in the application of project management methodologies in support of a large/complex IT environment; experience operating under ISO 9001 :
2000 and/or ISO 2000 certifications in an IT environment; and ability to work on budgets and deadlines.
AND 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.
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 Recommended Skills Architecture Attention To Detail Aviation Communication Consulting Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
Relocation expenses reimbursed No Telework eligible Yes as determined by agency policy Duties Summary Due to the Pandemic, and individual states with different phases of reopening, the selectees report date to the official duty station/facility may be delayed until such time as employees are allowed to report to the workplace.
The person selected may telework up to the maximum extent possible, up to and including full time, until it is safe to relocate.
Responsibilities The IT Specialist (Customer Service) positions administer, develop, deliver, and support information technology (IT) systems and services.
The paramount requirement is knowledge of IT principles, concepts, and methods; e.
g.
, data storage, software applications, and networking.
Information technology refers to systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information.
Information technology includes computers, network components, peripheral equipment, software, firmware, services, and related sources.
Work in the Technical Category at this pay band is characterized by such assignments as:
Provides guidance to lower-level staff to address divers, complex issues impacting the aviation/transportation industry.
Works with managers advising on the development of guidelines and standards and prepares points of view used in forecasting trends and formulating policy.
Develops plans, techniques, and policies to address current or anticipated problems and issues.
Works with management to jointly solve problems.
Provides policy guidance and instruction to others, both internally and externally.
Often serves as a project manager or team leader planning, coordinating, and conducting projects and studies.
Is responsible for developing, integrating, and implementing solutions to diverse, complex problems.
Analyzes trends, identifies problems and those factors most likely to impact operating costs, profitability, and continued compliance with regulatory requirements.
Proposes preventive actions and methods for ensuring FAA policies and practices align with emerging changes to transportation industry operations.
May participate in the development of recommendations for new and innovative approaches to supplement broad policies and objectives that are only indirectly applicable to emerging transportation issues.
Characteristic information technology assignments in the Customer Support specialization at this pay band include:
Leads efforts to define post-implementation support requirements among multiple customer groups to ensure efficient rollout of new architecture, hardware, or software.
Assesses overall customer satisfaction in key IT areas impacting accomplishment of FAA strategic objectives.
Performs multiple, varying and complex assignments under the minimal direction of a manager, project/program manager, team leader, or more experienced technical specialist.
Acts as principal technical specialist or as a project manager or team leader for large work activities.
Applies experience and comprehensive technical knowledge applicable to his/her discipline, as well as an understanding of new technologies and methodologies, to solve complex problems and develop improved technical processes or systems.
Considers the objectives of the major subdivision and LOB/SO when developing, integrating, and implementing solutions to diverse, complex problems.
Assignments frequently require knowledge and experience working across functional and/or organizational lines.
Typical assignments may include:
complex system design and integration; extensive research and analyses; investigation and inspection activities; compliance and enforcement actions; and direct responsibility for project/program management.
Broad policies and objectives provide general guidance for addressing issues, but allow considerable discretion to develop new and innovative approaches.
Draws on experience to solve unusual problems and may create new solutions and policy interpretations as the situation requires.
Provides policy guidance and instruction to others, both internally and externally.
Work activities typically impact directly on the objectives of one or more major subdivisions or LOB's/SO's and may impact on the objectives of the FAA.
In some areas, the work may affect the safety and security of customers.
Travel Required Occasional travel - The job may require travel from time- to-time, but not on a regular basis.
The travel may be for training or other work-related duties.
Supervisory status No Promotion Potential NA Requirements Conditions of Employment
US Citizenship is required.
Selective Service Registration is required for males born after 12/31/1959.
Must submit an SF50 (See Required Documents)
A one-year probationary period may be required.
Successful completion of a security investigation may be required.
See Required Documents & Additional Information Qualifications To view the complete qualification standard, applicants should reference U.
S.
Office of Personnel Management Information Technology (IT) Management Series, 2210.
To qualify for this position at the FV-J (FG/GS-14) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-I (FG/GS-13) level.
Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled.
Specialized
Experience:
Specialized experience may include but not limited to:
Experience which demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled.
This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design such as what systems inter-relationships must be considered or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.
Also includes experience in the application of project management methodologies in support of a large/complex IT environment; experience operating under ISO 9001 :
2000 and/or ISO 2000 certifications in an IT environment; and ability to work on budgets and deadlines.
AND 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.
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 Recommended Skills Architecture Attention To Detail Aviation Communication Consulting Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
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