Service Desk Specialist Grade 13 Jobs

Specific Knowledge, Skills, or Abilities

Specific License or Certification Required:

Essential functions include the following:

Equipment, Machinery, Tools, and Materials Utilization

Candidates must meet the minimum requirements outlined.

● Must have fluency of communication skills in English.

● Basic knowledge of audio/video troubleshooting and support.

● Excellent written and verbal communication skills.

● Respond to service desk tickets and provide support for reported customer problems, software, and hardware.

● Triage and resolve support requests from internal ticketing and chat systems and escalate higher-level requests appropriately.

The position may be filled at any of the following levels:

The Customer Service Representative will be responsible for, but not limited to the following duties:

• Assisting the public with issues regarding animals.

• Dispatching Animal Services field units using a two-way radio and computer.

• Maintaining records reflecting service locations and statuses.

• Performing other job-related duties as assigned.

If you are relying on your education to meet qualification requirements:

You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement.

Specialized Experience for the Education Research Analyst, GS-1730-12:

Specialized Experience for the Education Research Analyst, GS-1730-13:

EDUCATION (see EDUCATION SECTION of the vacancy announcement)

You will be evaluated for this job based on how well you meet the qualifications above.

Knowledge of and experience applying theories, principles, and practices common in the field of recreation and positive youth development.

Successful Principal Administrative Aide candidates will have experience and demonstrated abilities in:

Selections will be made based on the breadth of candidates’ skills and experience in:

Having the ability to perform and manage multiple, detailed tasks and activities

Effective organizational skills including the ability to schedule and coordinate trainings and other meetings for staff and participants

Experience planning, creating and maintaining spreadsheets and databases as well as generating/preparing accurate and concise reports.

Knowledge of standard applications, including Microsoft Office suite, email, and calendar management

Supply prompt updates to users, colleagues, and management on the status of outstanding issues

1-2 years of related experience; education may count toward experience

Must be conscious of and adhere to data security and risk management protocols

Superb written and oral communications skills, with excellent attention to detail

Highly skilled in communication etiquette via telephone and email

Microsoft O365, ability to type 40+ WPM, excellent time management

Perfect Opportunity || Direct Client || Service Desk 1/SD1/ Help desk || 100% Remote || Contract- Interested?

College degree or equivalent technical study preferred; may accept equivalent work experience. Highly desired.

ServiceNow, Salesforce or similar ticketing system

• Contributes to the department’s knowledge management initiatives.

• Uses the IT Service Management tool to accurately document all incoming interactions and resolutions.

• 3+ years of remote IT support experience in a 1000+ decentralized user environment.

• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.

• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.

• HDI Support Center Analyst or equivalent certification.

DHS does not offer any additional benefits beyond that which the Federal employee is already receiving.

Devising valid methods of screening and synthesizing vast amounts of information and translating it into policy relevant intelligence.

Participating in relevant interagency and intra-agency working groups, forums, and conferences.

Must be a current permanent Federal employee

Must have supervisory approval to apply to the Joint Duty Assignment. DHS 250-2 Application Form under "required documents" section.

Must NOT have any pending/outstanding disciplinary actions

Knowledge, Skills, and Abilities (KSAs)

You may meet the minimum qualifications for the GS-13, if you possess the specialize experience.

Education cannot be substituted for experience for this position and grade level.

Applicants must meet both the Basic Requirements listed below in addition to meeting the specialized experience.

As an Education Program Specialist, GS-1720-13, you will be responsible for:

Specialized Experience for the GS-13

If you are relying on your education to meet qualification requirements:

Clarify, resolve issues and discuss sensitive requests with appropriate program or management officials.

You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement.

There is no education requirement at this grade level.

4. Knowledge of the Freedom of Information Act (FOIA) and the Privacy Act (PA).

You will be evaluated for this job based on how well you meet the qualifications above.

High school graduate or equivalent is required. Technical classes or certifications preferred.

Must have excellent verbal and written communication, problem solving, telephone courtesy, and human relations skills.

Have a working knowledge of IT infrastructure.

Must successfully earn the Support Analyst or Desktop Technician certification through the Help Desk Institute within 12 months.

Excellent organizational skills and the ability to work independently is required.

Experience in a team based working environment is required.

Alternative and Remote Work Schedules:

Please attach your resume, cover letter and official transcripts to your application.

15 and 35 personal days

12 weeks of paid leave

Great Lakes and Great Times:

Specific Knowledge, Skills, or Abilities:

Specific License or Certification Required:

Equipment, Machinery, Tools, and Materials Utilization:

Special Requirements, Licenses, and Certifications

Certain positions may be assigned subclass codes and individuals appointed must possess the required specialized experience.

Alternative and Remote Work Schedules:

A secure work location that allows privacy and prevents distractions.

A high-speed internet connection of at least 25 Mbps download and 5 Mbps upload.

Suitable lighting, furniture, and utilities.

Specific Knowledge, Skills, or Abilities

Specific License or Certification Required:

Equipment, Machinery, Tools, and Materials Utilization

Specific Knowledge, Skills, or Abilities

Specific License or Certification Required:

Performs other related duties as required.

Equipment, Machinery, Tools, and Materials Utilization

Specific Knowledge, Skills, or Abilities:

Specific License or Certification Required:

Equipment, Machinery, Tools, and Materials Utilization: