It Specialist (Custspt)
Major Duties:
Diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets:
escalating problems to the Lead or Supervisory IT Specialist as appropriate; Manages the movement and installation of IT equipment to assure coordination of IT support and customer service; Configuring devices and software applications following established procedures; Submitting recommendations to improve the efficient use of the system and responding to special requests for system data; Providing account management support, client connectivity support and client application support for various devices. Work Schedule:
This full-time position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
17041-A Relocation/Recruitment Incentives:
Not authorized. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/05/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Resolving customer related software and hardware problems in accordance with established policies and procedures; Manages the movement and installation of IT equipment; Configuring devices and software; Submitting recommendations to improve the efficient use of the system and providing account management and client connectivity support. Creditable specialized experience may have been gained in work in an IT Department or in other work that provided the required knowledge and skills. You will be rated on the following Competencies for this position:
Customer Service Data Management Technology Management Teamwork Network Management Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; 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. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, regularly moving (up to 50 pounds) computer components and supplies, reaching, pulling, andworking at a keyboard and monitor. Subject to call-back outside tour of duty. Travel required:
Occasional travel - You may be expected to travel for this position or work at an alternate duty station within Corporate Orlando as customer support is required.
Estimated Salary: $20 to $28 per hour based on qualifications.
Diagnosing and/or resolving problems in response to customer reported incidents via trouble tickets:
escalating problems to the Lead or Supervisory IT Specialist as appropriate; Manages the movement and installation of IT equipment to assure coordination of IT support and customer service; Configuring devices and software applications following established procedures; Submitting recommendations to improve the efficient use of the system and responding to special requests for system data; Providing account management support, client connectivity support and client application support for various devices. Work Schedule:
This full-time position supports 24/7 operations throughout the calendar year. Work is typically performed on the day shift; however, candidate may be subject to overtime work, shift work, and/or work on rotating shifts to include evenings, weekends, and holidays. Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
17041-A Relocation/Recruitment Incentives:
Not authorized. Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/05/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-11 the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Resolving customer related software and hardware problems in accordance with established policies and procedures; Manages the movement and installation of IT equipment; Configuring devices and software; Submitting recommendations to improve the efficient use of the system and providing account management and client connectivity support. Creditable specialized experience may have been gained in work in an IT Department or in other work that provided the required knowledge and skills. You will be rated on the following Competencies for this position:
Customer Service Data Management Technology Management Teamwork Network Management Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; 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. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, regularly moving (up to 50 pounds) computer components and supplies, reaching, pulling, andworking at a keyboard and monitor. Subject to call-back outside tour of duty. Travel required:
Occasional travel - You may be expected to travel for this position or work at an alternate duty station within Corporate Orlando as customer support is required.
- Department:
2210 Information Technology Management - Salary Range:
$76,721 to $99,741 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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