Information Technology Specialist (Customer Support)

Summary:
As needed, additional positions may be filled using this announcement.

This position is also being announced under Merit Promotion Procedures under 25-NDCA-12782215-MS.

This job is open to:
The public:

• U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Veterans:

• Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference

Clarification from the agency:
All U.S. Citizens

Duties:
If selected for this position, you will join a well-respected team that is responsible for providing technical and analytical assistance which support the information management needs of the United States Attorney's Office. This position will be EITHER full time in the Oakland Branch office with occasional travel to San Francisco and San Jose for nationwide deployments OR will report to the San Francisco office and travel to the Oakland Branch office (at least 3 times per week) with occasional travel to San Jose for nationwide deployments. The incumbent will work in the San Francisco office for 6 months for training.

Typical work assignments will include:

• Providing IT customer service and support in troubleshooting
• Resolving hardware/software interface and interoperability problems
• Implementing policies and procedures to ensure information systems reliability
• Monitoring functionality, security, and integrity of internet services
• Assist in the planning, development and coordination of litigation support and case management services
• Installing, configuring, troubleshooting, and maintaining customer hardware and software

Responsibilities will increase and assignments will become more complex as your training and experience progress.

Each grade has 10 step rates and GS employees are usually hired at step one of the applicable GS grade level at which the applicant qualified.The salary range for a GS-07 in San Francisco, California is $62,456.00 - $81,198.00 (step 1 through step 10).

Requirements:
Conditions of employment:

• You must be a U.S. Citizen or National
• You must be registered for Selective Service, if applicable
• If selected, you may be required to complete a one year probationary period.
• You must meet all qualification requirements upon the closing date of this announcement.

Qualifications:
Basic Requirement:
In addition to specialized experience or education, individuals must meet the basic requirement of having IT-related experience demonstrating each of the four competencies listed below.

• Attention to Detail:Is thorough when performing work and conscientious about attending to detail.
• Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work until provides, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Oral Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and respond appropriately.
• Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized experience listed below could have been obtained in either the public or private sectors:
*GS-07:To be eligible at the GS-07 level, you must meet at least ONE of the following conditions, as defined below:
Specialized Experience, Education (See education section),
OR
Combination of Education and Experience.

Specialized Experience:
At least one year of specialized experience equivalent to the GS-05 level in the Federal service performing the duties listed below:

• Providing software/hardware maintenance support
• Maintaining equipment inventories
• Assisting with network monitoring and management

Education:
OR
Combining Education and Experience:
Combinations of successfully completed graduate education and experience. To compute this, first determine your qualifying experience as a percentage of the experience required. Second, determine your graduate education as a percentage of the education required. Then add the two percentages together. The total must equal at least 100% to qualify.
OR
Superior Academic Achievement:
A Bachelor's Degree or expect to complete the requirements for a Bachelor's degree within the next 9 months AND possess at least one of the following criteria: class standing i