Summary The incumbent serves as an Information Technology (IT) Specialist Customer Support and performs general duties to install, configure, troubleshoot, repair, and maintain computer systems at the Federal Election Commission. This is a Bargaining Unit position. This is a developmental position leading to the full performance GS-2210-12 grade level. Responsibilities As the IT Specialist (Customer Support) in this position, you will: Support, install, configure, analyze, repair and maintain the client side of agency computer systems and provide agency wide technical support for telecommunications operations. Manage system resources including performance, capacity, availability, functionality, integrity and efficiency. Analyze and define client requirements for new and modified systems and services based on analysis of business needs and practices, develop specifications for new or modified systems and assist in planning and coordinating systems design, testing, development, acquisition, installation, and support of new modified systems including hardware and software. Troubleshoot post-installation problems and work with Tier III IT specialist to resolve more difficult problems. Provide physical and virtual assistance to users as well as on-demand training, operational and troubleshooting assistance in the use of AV room systems. Requirements Conditions of Employment Qualifications In order to qualify, you must meet the experience and/or education requirements described below. Your resume must clearly describe your relevant experience. If qualifying based on education, a copy of your unofficial transcripts must be provided with your application. You must have at least one full year of specialized experience. You have at least one full year of specialized experience that is IT-related and demonstrates each of the following competencies: attention to detail, customer service, oral communication, and problem solving. This must include activities such as: 1) Providing technical support for telecommunications operations; (2) Installing computer equipment software and hardware; (3) Troubleshooting post software and hardware installations problem; (4) Reviewing customer support procedures to recommend changes. This experience must be comparable in scope and responsibility to the GS-07 level in the Federal service (obtained either in private or public sectors). TIME-IN-GRADE REQUIREMENTS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-07 is required to meet the time-in-grade requirements for the GS-09 grade level. (Must submit your SF-50 that shows Time-in-Grade eligibility and reflects your title, series, and grade. No award SF-50 will be accepted). In addition, you must provide a cover letter describing your experience with the competencies identified below. 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. Oral Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, considering 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. Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem. Technology Awareness: Knowledge of developments and new applications of information technology (hardware, software, telecommunications), emerging technologies and their applications to business processes, and applications and implementation of information systems to meet organizational requirements. Part-time or unpaid experience: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Volunteer work experience: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work. If you received a degree, the transcript must show the date the degree was awarded or conferred. A self-created transcript, or a list of courses you have prepared, is not acceptable. Foreign education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, click Recognition of Foreign Qualifications | International Affairs Office (ed.gov) You must provide translated transcripts. Additional Information Bargaining Unit: This is a bargaining unit position (National Treasury Employees Union (NTEU) Chapter 204). FEC offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules, telework and transportation subsidies. All materials must be submitted by the closing date of the announcement. Additional selections may be made from this announcement.