Information Technology Specialist - Direct Hire Authority (Customer Support)

This serves as public notice for the use of a Direct Hire Authority.
Applicants will be forwarded to the selecting official for consideration.
We may select from this announcement or any other source to fill one or more vacancies.
This Information Technology Specialist (CUSTSPT) position is located in the Office of the Secretary (S/ES), Executive Technology (ExecTech), Department of State (DOS).
Applicants must meet all the qualification requirements described below by the closing date of this announcement.
Applicants applying for the GS-12 grade level must meet the following requirements:Have IT-related experience demonstrating EACH of the four competencies: Attention to Detail: Knowledge of and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in the organization.Customer Service: Knowledge of and skill in applying customer support principles.Oral Communication: Knowledge of communications methods and techniques.Problem Solving: Knowledge of problem resolution databases; troubleshooting and data analysis methods; communication methods and techniques.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 establishing a dialogue with the customer to elicit information about the problem and provide instructions.Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template.Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services.Experience in network patch management verification and Windows operating system upgrade.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.
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