Information Technology Specialist (Customer Support)

Summary

For more information on the Department of Justice and the United States Attorneys' Offices, visit http://www.justice.gov/usao/.

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

This position is also being announced to applicants eligible to apply through Merit Staffing procedures under 26-NDCA-12988631-MS.

Learn more about this agency

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. 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 full time in the San Jose Branch office with occasional travel to San Francisco for nationwide deployments. The incumbent will work in the San Francisco office for 3 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 Jose, California is $63,081.00 - $82,007.00 (step 1 through step 10).

Requirements

Conditions of employment

• You must be a U.S. Citizen or National
• Initial appointment is conditioned upon a satisfactory pre-employment adjudication. This includes fingerprint, credit and tax checks, and drug testing. Continued employment is subject to a favorable adjudication of a background investigation
• 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
• Providing user assistance on computer applications
• Assisting with network monitoring and management

Education:

One full year of graduate level education in a degree program such as computer science, engineering, information science, information systems management, mathematics, operations res…