Information Technology Specialist (Customer Support-Network Services)

As an Information Technology Specialist in the United States Attorney's Office, Western District of Pennsylvania, you will be responsible for providing technical and analytical assistance involving various Information Technology (IT) areas.

If selected for this position, you will join a well-respected team that is responsible for providing technical and analytical assistance which support the information management needs of the United States Attorney's Office, Western District of Pennsylvania.

Typical work assignments will include:

• Provides IT customer service and support in troubleshooting, recovering, and resolving recurring software/hardware problems.
• Provides user training and assistance on a variety of routine applications.
• Provides a wide variety of technical support services to coordinate teleconferences and distance learning activities to effectively deliver legal training using electronic and/or telecommunications media.
• Installs, configures, upgrades and troubleshoots commonly used hardware and software systems within the organization.
• Develops and provides training to meet the District's needs.
• Implements policies and procedures to ensure information systems reliability and accessibility and to prevent and defend against unauthorized access to systems, networks and data.

Conditions of employment

• You must be a U.S. Citizen or National.
• Initial appointment is conditioned upon a satisfactory pre-employment adjudication. This includes fingerprint, credit and tax checks, and drug testing. Continued employment is subject to a favorable adjudication of a background investigation.
• You must be registered for Selective Service, if applicable.
• If selected, you may be required to complete a one year probationary period.

Qualifications

MINIMUM QUALIFICATIONS: Under the updated Competency-Based Qualification Standard for the IT Management Series (2210), applicants must:

1. Meet or exceed all required competencies at the minimum proficiency level, as described below; AND
2. Have the required specialized experience for the GS-12 grade, as described below.

You may be considered ineligible and removed from further consideration for the position, if you fail to meet any of the criteria above.

COMPETENCIES- The following competencies are required:
For the GS-12 grade level:

• 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.
• Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.
• Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.
• Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations.
• 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.
• Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

AND

SPECIALIZED EXPERIENCE: You must have the knowledge, skills, and abilities/competencies which demonstrate the likelihood of performing successfully the duties of the position and are related to the work of the position to be filled. These knowledge, skills, and abilities/competencies are normally attained through the equivalent of one year of specialized experience equivalent to the next lower grade level of the position being filled but may now be obtained through other means. Such demonstratable knowledge, skills, and abilities/competences may be typically gained in the IT field or through the performance of work where the primary concern is IT.

GS-12: To qualify at the GS-12 level, you must possess at least one full year of specialized experience equivalent to the GS-11 level in Federal service.

Specialized experience is defined as experience providing information technology customer support services including configuring, installing, and managing network systems; monitoring system performance and identifying opportunities to improve service delivery; performing ongoing network monitoring and diagnosing recurring network problems and service interruptions; configuring, installing, troubleshooting, and maintaining customer hardware and software; configuring, installing, and maintaining network systems using established network standards; and providing customer training, including orientation for new users.