Supervisory Information Technology Specialist (Customer Support)

Description:

This position, Director of Customer Experience Division (CED) in the Chief Information Officer's office, serves as the senior official responsible for planning and delivery of customer service and support operations for GAO. This includes core services pertaining to customer experience, asset lifecycle management, customer engagement and training. CED's focus is to ensure IT products, services, and technologies meet GAO customer expectations and experience.

Requirements:

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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.

AND

Specialized experience : One year (52 Weeks) of specialized experience equivalent to the NEXT LOWER BAND MS-1; PT-III; PE-IIB; CS-III or GS-14 grade level in the Federal service or equivalent.

Specialized experience is defined as:

• Supervises/oversees personnel facilitating customer support, training, and end-user support of agency-wide IT Technologies;
• Develops and modifies policies governing the use, distribution, deployment, and scope of a variety technologies used by employees throughout the organization;
• Collaborates directly with business units to identify, purchase, and deliver IT hardware and software solutions including assistive technologies; and
• Serves as a technical expert in end-user technology products and services.

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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.