Summary
We are seeking a dedicated and motivated individual to join our help desk team as a tier one IT Specialist. As an integral part of our IT department, the incumbent will be responsible for providing technical support and troubleshooting assistance to agency staff members with excellent customer service. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a passion for technology.
Clarification from the agency
This job requires a Public Trust Background Investigation.
Duties
DUTIES/RESPONSIBILITIES:
- Provide tier one technical support to end-users via phone, email, or in-person, addressing hardware, software, and network-related issues promptly and professionally.
- Troubleshoot and resolve technical problems reported by end-users, including diagnosing and resolving hardware and software issues, performing system backups, and ensuring data integrity.
- Install, configure, and maintain computer systems, software, printers, and peripheral devices.
- Assist in the deployment and maintenance of network equipment, including switches, routers, and wireless access points.
- Create and update user accounts, passwords, and permissions in accordance with established procedures.
- Collaborate with senior IT staff to escalate and resolve complex technical issues, ensuring timely and effective problem resolution.
- Document technical procedures, troubleshooting steps, and support activities in a clear and concise manner.
- Provide end-user training and guidance on technology-related topics, ensuring users are equipped with the necessary knowledge to effectively utilize technology resources.
- Stay up to date with emerging technologies and industry trends, proactively recommending improvements to enhance the overall IT infrastructure and user experience.
- Contribute to the development and maintenance of IT policies, procedures, and knowledge base articles.
Conditions of Employment
- Candidates must meet all qualifications prior to the closing date of this announcement.
- Candidates must be a US Citizen.
- This position is subject to a (1) year probationary period.
Qualifications
COMPETENCIES:
Leadership Competencies:
High school diploma or equivalent; Degree in information technology or related field is a plus.
Relevant certifications or experience for IT Fundamentals (ex. CompTIA ITF+ or A+).
A customer-oriented mindset with a strong commitment to providing exceptional customer service.
Strong passion for technology and a desire to learn and grow in the IT field.
Excellent problem-solving, critical thinking, and troubleshooting skills with a keen attention to detail.
Familiarity with modern computer hardware, operating systems (Windows, macOS), and software applications (Microsoft Office Suite, web browsers, etc.).
Effective communication skills with the ability to explain technical concepts to non-technical users.
Ability to work independently and collaboratively as part of a team, managing multiple priorities and meeting deadlines.
Specialized Experience:
Specialized experience includes demonstrating the following:
You must provide clear documentation in your resume on how you meet this experience requirement, or you will be rated ineligible.
Education
A high school diploma or equivalent; A degree in information technology or related field is a plus.
You will be evaluated for this job based on how well you meet the qualifications above.
Please read the "Next steps" section for more information.
The following documents are required and must be received by the closing date of this announcement.
- Resume (which includes hours worked, starting/ending dates (month and year), and if Federal employment - series, pay plan and grade).
- An SF-50 if previously a federal employee.
- Most recent Performance Appraisal.
As described in the "How to Apply Instructions" section of this announcement.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants MUST submit applications via email: resumes@eac.gov. You do not need to submit your application package through the USAJOBS process.
You MUST include the job title and announcement number in the subject line of the email.
Your application package must be received by the closing date of the announcement and must include the following:
1. A resume.
2. Three professional references:
- Name, Title, Name of Agency/Business, Contact Number, and Email; and
- Include your current (or most recent if not currently employed) direct manager/supervisor as one of the three references.
3. For current or former federal employees, you must submit a copy of your last Notification of Personnel Action (SF50) showing your position, title, series, grade and eligibility; and
4. A copy of your most recent performance appraisal. If you do not have a recent performance appraisal, please explain why you do not have one.
Next steps
Your application materials will be reviewed and if an interview is deemed appropriate, you will be contacted with further information.
|