Job Summary

The purpose of this position is to perform work involving the performance of routine and recurring assignments providing information technology (IT) customer support independently or in support of the work of a more senior specialist. The incumbent performs Cybersecurity roles and responsibilities outlined in the NICE Framework. The NICE Framework provides Work Role Descriptions associated with Work Roles and Cybersecurity Codes.

Job Description

All qualifications must be met by the closing date of this announcement-11/29/2024-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. To receive credit for experience, your resume MUST clearly indicate the nature of the duties and responsibilities for each position, starting and ending dates of employment (month/year), and the resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. SELECTIVE FACTOR: Individuals must have IT-related experience demonstrating each of the four competencies: attention to detail, customer service, oral communication, and problem solving as defined above under "Duties" - AND - You must possess at least one of the following minimum qualifications by close of the announcement. You MUST include hours per week worked, and transcripts to support education claims. GS-5 EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-04 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: assist users with hardware and software issues, provide timely resolutions through effective problem-solving techniques and remote desktop support. Familiarity with Windows operating systems; troubleshoot technical issues, utilizing strong analytical skills to identify root causes and implement corrective actions; demonstrate exceptional communication skills while providing courteous and efficient support to end-users, ensuring high levels of customer satisfaction; use a ticketing system to log, track, and manage support requests, ensuring accurate documentation and follow-up on unresolved issues; have basic knowledge of networking concepts, including TCP/IP, DNS, and DHCP, to diagnose connectivity issues and other network-related concerns; install, configure, and maintain computer systems and peripherals, including printers, scanners, and mobile devices; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance. -OR- EDUCATION: Successful completion of at least 4 years of education above high school (120 semester hours or 180 quarter hours) leading to a bachelor's degree in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management or a 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 of education and experience see example below, under "Education" GS-7 EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-05 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: adept at troubleshooting and resolving hardware and software issues across Windows operating systems; familiar with common applications such as Microsoft Office Suite, web browsers, and remote support tools; demonstrate ability to diagnose issues efficiently by utilizing a systematic approach to troubleshooting and successfully reduce average resolution time by identifying recurring problems and implementing proactive solutions; proven track record of delivering high-quality support to end-users with a commitment to resolving issues and enhancing user satisfaction; skilled in communicating technical information to non-technical users clearly and effectively; use a ticketing system, ensuring all incidents are recorded, tracked, and updated in a timely manner; maintain accurate documentation of issues and resolutions for future reference; work closely with Tier 2 and Tier 3 support teams to escalate complex issues, ensuring a seamless transition and continuity in support services; participate in team meetings to share knowledge and improve support processes; provide training and guidance to users on best practices for IT security, software usage, and system navigation. -OR- EDUCATION: Successful completion of at least 1 year of graduate education from an accredited or pre-accredited institution with same area of education requirements above in GS-5 Education. (One year of graduate education is 18 semester hours or 27 quarter hours). -OR- Superior Academic Achievement (SAA) See description below under "Education" -OR- Combination of education and experience see example below, under "Education" GS-9 EXPERIENCE: At least 1 full year of specialized experience comparable in scope and responsibility to the GS-???????07 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: proficient in diagnosing and resolving hardware and software issues on Windows operating systems; skilled in using remote access tools and ticketing systems to efficiently manage and resolve user inquiries; strong ability to communicate technical concepts to non-technical users, ensuring a positive experience while providing guidance and support; demonstrated patience and professionalism in high-pressure environments, consistently meeting service level agreements; adept at performing root cause analysis to identify and implement effective solutions for recurring technical issues; experienced in compiling and analyzing data to develop proactive strategies to minimize future incidents; experienced in creating and maintaining knowledge base articles, troubleshooting guides, and user manuals to streamline processes and improve user self-service capabilities; regularly conduct training sessions for both end-users and junior staff to enhance team capabilities; collaborate with cross-functional teams, including network engineers and application developers, to troubleshoot and resolve issues that require a multi-disciplinary approach; facilitate communication between technical staff and users to ensure efficient resolution of technical difficulties; commitment to ongoing professional development, keeping abreast of the latest technologies and trends in IT support; actively participate in team meetings to share insights and identify areas for enhancement of support services. -OR- EDUCATION: Successful completion of at least 2 full academic years of progressively higher-level graduate education, or a master's or equivalent graduate degree in same area of education requirements above in GS-5 Education. (Two years of graduate education is 36 semester hours or 54 quarter hours). -OR- Combination of education and experience see example below, under "Education" Volunteer Experience: 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.