Information Technology Management (CUSTSPT)

About this role

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants applying for the GS-12 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Advanced knowledge of Information Technology (IT) systems development life cycle management concepts.

Customer Service - Ability to consult with, advise, and train customers using IT systems support concepts, and methods. Oral Communication - Ability to clearly communicate to analyze, resolve, and train customers on IT related troubleshooting issues. Problem Solving - Advanced ability to use data analysis methods to troubleshoot complex IT issues. AND Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following: Experience diagnosing and resolving end-user hardware, software, and connectivity issues, and escalating complex problems to specialized technical teams as needed. Experience managing a high volume of help desk tickets, prioritizing by urgency and impact, and recommending process improvements to boost first-contact resolution. Experience serving as the primary point of contact for end users during IT disruptions, communicating clearly with non-technical staff and coordinating with escalation teams to ensure timely resolution.

NOTE: In order to qualify for this position, your 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. There is no substitute of education for specialized experience for the GS-12 position.