Information Technology Specialist (Customer Support) (Direct Hire)

Duties

Summary

Serves as an Information Technology Specialist (Customer Support) in the Customer Engagement Office of the Office of the Chief Information Officer at the Kennedy Space Center (KSC). This position provides support as a Customer Relationship Manager serving as an end user Subject Matter Expert and Liaison for implementation of Center initiatives and requirements locally and navigation to Enterprise services.

Requirements

Qualifications

Specialized experience is experience that has equipped you with the particular ability, skill, and knowledge to successfully perform the duties of this position and is typically in or related to this line of work. To qualify for GS-12, you must have one year of directly related specialized experience equivalent to the GS-11 level. providing customer service activities related to Elevated Privileges, Data at Rest, or PIV-M services; working within IT networks utilizing industry helpdesk best practices and operation schedules; and assisting with resolving technical issues within conference rooms. To qualify for GS-13, you must have one year of directly related specialized experience equivalent to the GS-12 level. troubleshooting common IT commodities (e.g., desktop computers, tablet/laptop computers, printers, mobile devices) delivered to users in performing their administrative, engineering, or scientific duties; providing technical support in troubleshooting previously escalated issues and resolving complex problems with desktop operations to internal and external customers; and providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring inquiries. AND IF you are qualifying based on experience, you MUST also have IT-related experience demonstrating each of the four competencies listed below: 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.

Your resume must include a clear and detailed narrative description, in your own words, of how you meet the required specialized experience. Experience statements copied from a position description, vacancy announcement or other reference material constitutes plagiarism and may result in disqualification and losing consideration for the job.

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