Summary This position is located in the Office of the Executive Director (EX), of the Under Secretary for Foreign Assistance, Humanitarian Affairs, and Religious Freedom (F) Family. The incumbent for this position will perform duties as an Information Technology Specialist with responsibility for resolving the most difficult daily customer support requests. The incumbent also serves and acts on behalf of the supervisor in his/her absence. Responsibilities Responsible for assisting customers in installing, configuring, and troubleshooting desktop systems. Serves as a principal point of contact for resolving customer questions or problems concerning IT automation systems, software and/or hardware problems, mobile computing issues, and video conferencing services. Assists in the design and justification of any necessary augmentations to the various desktop applications and operating systems. Establishes a working knowledge and understanding of the department's operating system imaging process to deploy computers and laptops quickly , securely, and within specifications of IRM and ExecTech standards. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application. 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. BASIC REQUIREMENTS: Applicants applying for the GS-11 grade level must meet one of the following requirements: A. Have a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; OR B. Have a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above AND required the development or adaptation of applications, systems or networks; OR C. Have 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; OR D. Have 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above AND required the development or adaptation of applications, systems or networks; OR E. Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Demonstrates attention to detail in planning, coordinating and developing IT software and system requirements and developing assessment, design and implementation of software and database applications. Customer Service - Demonstrates skill in working with managers and customers, at all levels throughout the Bureau and department to resolve all technical issues, identify/diagnose problems and establish software and system standards and documentation to measure and evaluate results. Oral Communication - Provides advice and guidance to all levels of management to support IT personnel, stakeholders and users throughout the organization engaged in the development and implementation of software programs and systems and subsystems required to meet the application needs of the bureau Oceans, Environment and Science and the democracy, human rights and labor community. Problem Solving - Ability to identify and analyze major IT software and system issues of interest to the bureau, such as improving the applications and systems for support of democracy, human rights and labor programs and provide representation of customer requirements, measuring hardware acquisition and software development risk. AND GS-11 GRADE LEVEL SPECIALIZED EXPERIENCE: Have at least 1 full year of specialized experience equivalent to the GS-09 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 assisting customers in installing, configuring, and troubleshooting desktop systems. - Experience building, installing, configuring, and maintaining operating systems on computers, laptops, and tablets 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. Note: If you are qualifying based on education OR if there are mandatory education requirements listed under the Qualifications and Evaluations section, you MUST (1) submit a copy of your college transcript(s) with your application, and if selected, an official college transcript(s) will be required to verify education prior to employment; (2) transcripts MUST be legible AND include your name, major, school name/location, course title/number, date completed, grade, date degree conferred and number of credits earned; (3) if you attended more than one college you MUST submit a transcript from each institution if you wish your education to be considered in qualifying you for this position;(4) all college coursework that may be pertinent to qualifying you for the position MUST be included on the transcripts. If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you WILL lose consideration for this position. Education See the qualifications section of this vacancy announcement for education requirements. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, situational telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in this Bureau for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions.
