IT Spec (custspt)

About the role

You will serve as an IT SPEC (CUSTSPT) in the Customer Support Division, TRIDENT Refit Facility (TRIEFFAC-KB), Kings Bay, Georgia, Code 630, within the Information Systems (IS) Department, TRIREFFAC-KB Code 600 of TRIREFFAC KINGS BAY. Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-09 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving. Experience applying customer support principles, troubleshooting, documenting resolutions and tracking tickets in a problem resolution database. Experience helping call centers, utilizing communication tools to ensure resolution of IT-related problems and/or providing guidance and training to customers to prevent recurrence of IT issues. Experience receiving IT-related trouble calls and providing technical assistance to internal customers at all levels. Experience researching and providing a variety of electronic reports for management to identify problem areas, trends, and determine the performance and reliability of the local area network (LAN) and information systems (IS) equipment. Experience resolving issues pertaining to installation and configurations of network hardware and software such as network interface cards, operating systems, and LAN software, on customer workstations and providing documentation and identification of problems of a policy, technical, or application nature. -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. Experience: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.

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