IT Specialist (Customer Support)
Work in the Technical Category at this pay band is characterized by such assignments as:
Collects, records and analyzes data/information; identifies problems; and performs analysis.Plans and carries out projects for collecting detailed data or information from primary sources. Such projects are typically a part of a large and continuing program. Plans and analyzes data. May suggest data sources and prepare interpretive reports of limited scope.Characteristic information technology assignments in the Security specialization at this pay band include:
Prepares standard log-in scripts and establishes network access protocols to enable customers to gain local or remote access.Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database.Evaluates and reports on newly publicized tools and trends in the customer support field such as browser-based and speech-enabled customer support services with recommendations as to possible applications at FAA.Organizes vendor demonstration sessions for other specialists.Duties Include:
Responsible for assigned projects involving subsystems; which will be a part of the automation systems. Develops procedures, guidelines and knowledge base data for the interaction between level 1 Service Desk and level 2 (desk top support/configuration management/installation/repair/troubleshooting).Typical assignments may include:
collecting, recording and analyzing data/information; identifying problems; performing investigation and inspection activities; and initialing compliance and enforcement actions. Responsible for planning, evaluation, research, engineering, development, testing, implementation, maintenance and improvement of automation processes in support of division objectives. Utilizes multiple software programs and tools, SMS, Remedy, remote tools, WDS (Windows Deployment Services) and WIM imaging to provide efficient desktop operating system and application support. Applies understanding of lean Six Sigma and Project Management principles to aid in gaining, standardizing and documenting efficiency increases through automation of processes.Analyzes and translates operational requirements for complex automation systems into computer program system design specifications. Conducts studies for the improvement of data processing systems from all aspects of program design methods, procedures analysis, man-machine relationships, communication limitations, systems simplifications and database designs. Demonstrates some independence in planning time and using assigned resources to accomplish assignments and small projects.Contacts are primarily internal and external to the organization. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments.Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, team lead or more experienced technical specialist. May provide recommendations to improve work processes. Frequently refers difficult problems and work issues to a manager, team lead or more experienced technical specialist when guidelines are not available or applicable. To view the complete qualification standard, applicants should reference - U.S. Office of Personnel Management Information Technology (IT) Management Series, 2210. https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/To qualify for this position at the FV-H (FG/GS-10-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-G (FG/GS 5-9) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.Specialized
Experience:
Specialized Experience may include but is not limited to:
experience in Desk Side support and implementation; experience assisting management on Information Technology (IT) procedures and guidelines; experience analyzing customer requirements; experience utilizing multiple software applications; experience in the design, development, testing, installation and support of new/modified systems.AND,Individuals must have IT related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.Attention to Detail - Is thorough when performing work and conscientious about attending to detail.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.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.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.OR,Education substitution:
Successful completion of a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.OR,Combination Education and Experience may be qualifying for this position.Education:
All academic degrees and coursework must be from accredited or pre-accredited institutions.Applicants should include examples of Specialized Experience in their work historyWell-Qualified applicants will have automation experience, using script and Dell computer hardware support experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
Collects, records and analyzes data/information; identifies problems; and performs analysis.Plans and carries out projects for collecting detailed data or information from primary sources. Such projects are typically a part of a large and continuing program. Plans and analyzes data. May suggest data sources and prepare interpretive reports of limited scope.Characteristic information technology assignments in the Security specialization at this pay band include:
Prepares standard log-in scripts and establishes network access protocols to enable customers to gain local or remote access.Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database.Evaluates and reports on newly publicized tools and trends in the customer support field such as browser-based and speech-enabled customer support services with recommendations as to possible applications at FAA.Organizes vendor demonstration sessions for other specialists.Duties Include:
Responsible for assigned projects involving subsystems; which will be a part of the automation systems. Develops procedures, guidelines and knowledge base data for the interaction between level 1 Service Desk and level 2 (desk top support/configuration management/installation/repair/troubleshooting).Typical assignments may include:
collecting, recording and analyzing data/information; identifying problems; performing investigation and inspection activities; and initialing compliance and enforcement actions. Responsible for planning, evaluation, research, engineering, development, testing, implementation, maintenance and improvement of automation processes in support of division objectives. Utilizes multiple software programs and tools, SMS, Remedy, remote tools, WDS (Windows Deployment Services) and WIM imaging to provide efficient desktop operating system and application support. Applies understanding of lean Six Sigma and Project Management principles to aid in gaining, standardizing and documenting efficiency increases through automation of processes.Analyzes and translates operational requirements for complex automation systems into computer program system design specifications. Conducts studies for the improvement of data processing systems from all aspects of program design methods, procedures analysis, man-machine relationships, communication limitations, systems simplifications and database designs. Demonstrates some independence in planning time and using assigned resources to accomplish assignments and small projects.Contacts are primarily internal and external to the organization. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments.Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, team lead or more experienced technical specialist. May provide recommendations to improve work processes. Frequently refers difficult problems and work issues to a manager, team lead or more experienced technical specialist when guidelines are not available or applicable. To view the complete qualification standard, applicants should reference - U.S. Office of Personnel Management Information Technology (IT) Management Series, 2210. https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/To qualify for this position at the FV-H (FG/GS-10-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-G (FG/GS 5-9) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.Specialized
Experience:
Specialized Experience may include but is not limited to:
experience in Desk Side support and implementation; experience assisting management on Information Technology (IT) procedures and guidelines; experience analyzing customer requirements; experience utilizing multiple software applications; experience in the design, development, testing, installation and support of new/modified systems.AND,Individuals must have IT related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.Attention to Detail - Is thorough when performing work and conscientious about attending to detail.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.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.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.OR,Education substitution:
Successful completion of a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.OR,Combination Education and Experience may be qualifying for this position.Education:
All academic degrees and coursework must be from accredited or pre-accredited institutions.Applicants should include examples of Specialized Experience in their work historyWell-Qualified applicants will have automation experience, using script and Dell computer hardware support experience.
- Department:
2210 Information Technology Management - Salary Range:
$64,525 to $100,017 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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