IT Specialist (Customer Support)

Summary

This position is in the Office of the Chief Information Officer (OCIO), Security Compliance, Operations & Customer Assistance Center. OCIO provides information technology planning and design, application development, systems administration, telecommunications, information assurance/security, information management, and IT customer support services for FSIS.

Duties

• Serve as Primary Technical Expert for Wearable Enterprise Hardware Solutions
• Evaluate Hardware Performance and Manage Deployment Profiles
• Manage Full Lifecycle and Security of Enterprise Mobile Devices
• Install, Image, Configure, Test, and Maintain Personal Computers and Office Automation Software
• Assist Senior Leaders in Policy Development
• Support Telecommunications and Network Infrastructure
• Coordinate and Maintain Video Teleconferencing Environments
• Modify System Settings and Operating System Parameter
• Manage Tier-1 through Tier-3 Customer Support Workflows
• Build and Maintain Enterprise Technical Knowledge Base
• Identify Systemic Trend Lines and Training Gaps
• Manage and Configure Active Directory Objects
• Resolve Specialized System Access and Utility Operations

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below. SPECIALIZED EXPERIENCE: Applicants must have one year of specialized experience (equivalent to the GS-12 grade level in the federal government) that demonstrates all of the following: Leading enterprise deployment and integration of AI smart glasses or comparable wearable technologies. Integrating smart glasses devices with Microsoft Teams, Entra ID, enterprise applications, and cloud services. Experience in telecommunication services and 5G wireless. Experience with Active Directory, managing IT support tickets, customer support services. Experience with Microsoft OS and 365 apps and support. Developing technical documentation, SOPs, implementation guides, and knowledge-management materials. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. Resumes must not exceed two pages. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable. Please ensure your resume does not exceed two pages. Applicants who submit a resume that exceeds two pages will be removed from consideration.