IT Specialist (Customer Support)

Federal Aviation Administration •

Oklahoma City, Oklahoma, United States

Position Type: Contractor

Job Description:

The position is located in the Enterprise Services Center, AMK-00; Information & Digital Services Division, AMK-200; Wireless & Mobility Services Branch, AMK-270. The position serves as an IT Specialist (Customer Support) in the Wireless & Mobility Services Branch, AMK-270.

Duties

Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional in support of the National Wireless Program (NWP). Acts as an individual contributor and/or member of a team and may perform some leadership functions for small projects/programs or other work activities.

Applies experience and detailed technical knowledge applicable to his/her discipline to plan and accomplish assignments. Assignments may require knowledge and experience working across functional and/or organizational lines. Work activities may include, but are not limited to: IT asset/property management, process/ISO, metrics/reporting/tracking, mailbox management, daily operations to include resolving technical incidents/work orders in Remedy, customer relations, website support, distribution, ordering, property management. Other activities may or may include, but are not limited to: COOP/disaster recovery support, disposal, agreements, Mobile Device Management (MDM) and support, collecting metrics and analyzing data/information, and conducting research.

Contacts are primarily internal to the organizational unit, major subdivision, and LOB/SO, with some contact with customers and external organizations. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments. In some technical areas, may have regular contact with customers and/or external organizations.

Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, project/program manager, team leader, or more experienced technical specialist. May provide recommendations to improve work processes.

Frequently refers difficult problems and work issues to a manager, program/project manager, team leader, or more experienced technical specialist when guidelines are not available or applicable.

Administers mobile technology platform and device management. Assists in maintaining the agencys Mobile Policy governing usage rules and regulations for all Government Furnished Equipment (GFE) mobile/wireless devices. Performs analyses, diagnoses, and identifies system malfunctions and determines causes of problems. Provides superiors with suggested solutions to correct issues.

Manages Tier 2 incident tickets from federal agency customers to assist with the proper operation of mobile phones, service, apps and compliance functions. Answers questions from Tier 1 and Tier 3 Support, wireless/mobile carriers, and federal employees and contractors, solves issues, and initiates advice on correct usage of the device.

Contributes to project plans for the roll-out of new mobile news gathering services and oversees the product life cycle management of existing mobile devices. Demonstrates considerable independence in planning time and helping a manager, project/program manager, and/or team leader to plan and use assigned resources to accomplish projects/programs/activities. May identify and request additional resources, as needed. Provides guidance to less-experienced professionals in day-to-day operations; identifying, analyzing, and recommending solutions for complex/difficult problems; recommending improvements to systems and processes.

Performs all mobile vendor work-order functions, which include the execution of work orders for new mobile devices, account changes, cancellations, repairs, and troubleshooting. Maintains monthly usage reports, tracks usage of Wi-Fi services, roaming charges, App Purchases, and any excessive after-hours usage, and this is for all current service providers. Performs training of mobile services and devices to federal customers.

May serve as Contracting Officer Representative (COR) for contracts and provide guidance and direction toward completion of contract deliverables.

Job Requirements:
Requirements Conditions of Employment

US Citizenship is required.
Selective Service Registration is required for males born after 12/31/1959.
Must submit an SF50 (See Required Documents).
A one-year probationary period may be required.
Successful completion of a security investigation may be required.
Please review Required Documents & Additional Information.

Qualifications

To qualify for this position at the FV-H (FG/GS 10-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-G (FG/GS 5-9) level. 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 may includes: Experience in Desk Side or Wireless Mobile Device support and implementation to include using information technology infrastructure library (ITIL) software; experience in IT project/property/asset management principles and/or planning and coordinating the design, development, testing, installation, and support of new/modified hardware and software applications.

Applicants should include examples of Specialized Experience in their work history

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.

OR,

Education substitution:

Successful completion of a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree.

Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR,

Combination Education and Experience: May be qualifying for this position.

Qualifications must be met by the closing date of the announcement.

Education

KSA Information:

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.

Required Documents

Notification of Personnel Action (SF-50) required to verify area of consideration. Supplemental documentation, e.g., transcripts, etc., will be accepted in combination with your on-line application. These documents must be uploaded into USAJOBS or emailed to 9-AMC-AHF-S210@faa.gov on or before the closing date of this announcement. All submitted documents should reference the announcement number.

If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.

If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Salary Range: $73,137 - $113,369

Job Ident #: 795866300

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IT Specialist (Customer Support)

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