Information Technology Specialist (CUSTOMER SUPP/NETWORK SERV)

Summary This position is located in the Bilateral Communications Systems Branch, Special Messaging Operations Division, Messaging and Collaboration Services Office, Deputy CIO for Enterprise Services, Bureau of Diplomatic Technology, in the U.S. Department of State. Serves as an IT Specialist and reports to the BCS Branch Chief. Responsible for carrying out significant network services and customer service functions involving technical support of server management and PC peripheral design features. Responsibilities Applies standards and procedures required for the selection, installation, operation and troubleshooting of network servers and workstations, and applies such standards and procedures to the installation and operation of support equipment. Ensures rigorous application of information security and information assurance policies and practices in the delivery of IT products and services. Conducts systems security evaluations, conducts audits and reviews and assesses breach of security incidents for their impact on Branch programs and operations. Oversees and performs all network management functions planning, analyzing, providing quality assurance, designing, testing, configuring, installing, implementing and managing networked systems. Defines systems administration requirements, effectively utilizes performance management and measurement tools, methods and techniques, and performs system health checks and evaluations. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. 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. Applicants applying for the GS-13 grade level must meet the following requirements: Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below: Attention to Detail - Ability to monitor network capacity and performance, diagnose and resolve network problems, and conduct studies of optimal configurations and equipment distributions. Customer Service - Ability to develop and manage customer service performance requirements and overall customer support policies, procedures, and standards. Oral Communication - Ability to use oral and written communication methods and techniques to coordinate effectively with senior managers, co-workers, and customers to resolve conflicts, secure their cooperation and provide needed assistance. Problem Solving - Ability to diagnose and resolve complex network problems and develop network backup and recovery procedures. AND Have at least 1 full year of specialized experience equivalent to the GS-12 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 in customer support principles, concepts, and methods. Experience in utilizing regulations, policies, and procedures related to information systems security. Experience in information systems capabilities. Experience in ensuring compliance with IT security and information assurance requirements. 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-13 position. Education Education requirements do not apply to this vacancy announcement. 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 [email protected]. Telework agreement 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 other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.