IT Specialist (Customer Support)
What you'd do
Serves as an IT Specialist (Customer Support) within the Wireless & Mobility Services Branch, AMK-270. Performs multiple, varying and complex assignments under the minimal direction of the National Wireless Program unit manager.
Major duties
Applies experience and comprehensive technical knowledge to accomplish assignments and to develop plans and techniques to improve programs and policies. Understands how his/her technical area interacts with or is affected by other disciplines, and considers the objectives of the major subdivision and LOB/SO when developing, integrating, and implementing solutions to diverse, complex problems. May serve as Contracting Officer Representative (COR) for contracts and provide guidance and direction toward completion of contract deliverables. Including activities related to validating vendor invoices against NWP¿s inventory, tracking burn rates against customer Inter-Agency Agreements, and generating customer reports. May serve as NWP website/portal or POC and be responsible for maintaining and keeping the website current at all times. May serve as Remedy or Service Now POC for NWP which will include working with internal and external customers. Contacts are internal and external. May act as a key technical point of contact for assigned activities. Contributes to the preparation of management/technical reports or contractual documents and may communicate the overall results of a project or work activity to FAA management and the National Wireless Program¿s internal and external customers. Executes established policies/procedures provide guidance for most assignments, but is allowed considerable discretion to select the most appropriate approach or to recommend new approaches. Assignments typically require solutions to be derived by interpreting and extrapolating from situations faced in the past. Provides recommendations to improve work processes. Applies working knowledge of DOT/FAA policies and guidelines that specifically impact cellular mobility. This position will require periodic travel. Work is reviewed through status reports and at project completion, to ensure policy compliance and alignment with the requirements of projects and/or other work activities. Work activities impact directly on the objectives of one or more organizational units, major subdivisions, and/or LOB/SOs, and affects the objectives of the FAA and may affect internal and external customers.
What you need to qualify
To qualify for this position at the FV-I (FG/GS-13) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-H (FG/GS-10-12). Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position. Specialized Experience: Experience in Desk Side or Wireless Mobile Device support and implementation; makes recommendation to management on Information Technology (IT) procedures and guidelines; experience using information technology infrastructure library (ITIL) software; experience in IT project management; develops new methods and criteria and/or propose new policies and practices; oversees support of installed systems and services; identifies current and potential problem areas; analyzes customer requirements; plans and coordinates the design, development, testing, installation, and support of new/modified hardware and software applications. AND Individuals must have IT-related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, 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. 3. 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 responds appropriately. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Quality Ranking Factor: Well qualified candidates will have demonstrated experience in the following areas: ¿ Managing projects across multiple organizations, with a wide variety of stakeholders and constituents ¿ Using IT Service Management (ITSM) tools (e.g. Remedy) ¿ Experience in Desk Side or Wireless/Mobile Device support and implementation Applicants should include examples of Experience in their work history. Qualifications must be met by the closing date of the announcement.
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