Summary You are encouraged to read the entire announcement before you submit your application package. Your application may not receive full consideration if you do not follow the instructions as outlined. This position is in the Ronald Reagan Building and International Trade Center, 1300 Pennsylvania Ave., NW., Washington, DC, in the Office of Inspector General, Office of Management, Information Technology Division, (IG/IT), at the U.S. Agency for International Development (USAID). Responsibilities As an Information Technology Specialist (CUSTSPT), you will: Responds to, resolves, and/or forwards customer requests for IT services or problems in the most efficient and effective manner; primary customer questions/problems concerns are related to automation systems, software/hardware issues, telecommunication troubles and work orders. Provides technical assistance to customers to minimize disruptions of computer operations; resolves a wide variety of problems, to include LAN and WAN technical problems emanating from windows operating system, Outlook email systems and software. Maintains, configures, and issues mobile devices e.g., Apple iPhones, and iPads; establishes, deletes, and changes mobile service through the cellular phone provider and the Enterprise Service Desk system. Performs Enterprise Email and Mobile on installation on mobile devices; installs Airwatch application and configures devices for encrypted email; provides user level training on how to use the devices. Routes unresolved helpdesk requests to appropriate specialists for resolution, maintaining complete status of trouble call for reference and reporting purposes. Provides technical support in all aspects of user setup, user access to resources and provide required IT equipment to include imaged laptops, encrypted USB device, soft tokens, and smart phone devices. Prepares desktop hardware and software specifications and ensure timely procurement and product delivery. Assists with IT equipment upgrades as part of IM annual Tech Refresh Life Cycle. Monitors IM Helpdesk system and resolve user helpdesk requests, incidents, and technical problems in accordance with IM helpdesk Standard Operations Procedures and escalate unresolved user requests and incidents to the appropriate team and follow up to ensure final resolution. Installs, configures, troubleshoots, and maintains customer hardware and software. Maintains hardware devices supporting a broad range of information systems. Researches and develops hardware specifications for equipment upgrade as part of IM annual Tech Refresh Life Cycle. Performs annual system inventory verification of IT assets deployed and unissued to include laptops, desktops, printers, USBs, and any other devices that stores and/or processes OIG data. Other duties as assigned. Requirements Conditions of Employment Qualifications OPM Basic Qualifications - 2210 Series Individual Occupational Requirements (IOR): Individuals must have IT-related experience demonstrating each of the four competencies listed below. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: Completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. 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. Examples of IT-related experience demonstrating this competency include: Resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. 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. Examples of IT-related experience demonstrating this competency include: Convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. In addition to OPM Basic Qualifications you must have one year of specialized experience at the level similar, related, or relevant to the work of this job that has given you particular knowledge, skills, and abilities required to successfully perform. Typically we would find this experience in work within this field or a field that is closely related. Specialized Experience:GS-11 : You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. One year of Specialized experience is define as such: (1) coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; (2) providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; (3) developing clear and concise IT reports and documentation for senior IT management. OR 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; your education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR Combination of education and experience as described above. Less than one year of specialized experience may be combined with graduate education in excess of the amount required for the next lower grade level (i.e., credit hours beyond the first two years of full-time study may be credited). Specialized Experience:GS-12 : You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. One year of Specialized experience is define as such: (1) planning and delivering information technology (IT) customer support functions (e.g. installation, configuration, troubleshooting, modifying, recovering) to remedy IT issues and optimize end users' information systems (e.g. software applications, hardware, operating systems, network); (2) assessing IT service contract performance, being proficient in the Microsoft Suite of applications and using oral and written communications techniques to effectively provide service and support to customers, resolve customer issues, write reports and orders for service, and make presentations to higher-level management personnel. 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 relevant to the position's duties to be filled, including volunteer experience. CTAP/ICTAP candidates will be referred to the selecting official if they are found well qualified. Well-qualified means an eligible employee who possesses the knowledge, skills, and abilities that clearly exceed the position's minimum requirements. A well-qualified employee must meet the qualification and eligibility requirements of the position, including any medical qualifications, suitability, and minimum education and experience requirements, meet all selective factors (where applicable); meet quality ranking factors and are assigned a score of 85 or higher; be physically qualified with reasonable accommodation to perform the essential duties of the position; meet any special qualifying U.S. OPM-approved conditions; AND be able to satisfactorily perform the duties of the position upon entry without additional training. A well-qualified candidate will not necessarily meet the definition of highly or best qualified when evaluated against other candidates who apply for a particular position. Selecting officials will document the job-related reason(s) for qualification determinations in the absence of selective and quality ranking factors. Education This position does not have a positive education requirement. Therefore, no transcripts are required. Additional Information Time-in-grade requirements must be met by the closing date. This means that you must have served at least 52 weeks at the next grade level (or equivalent) below the grade advertised on this vacancy announcement. USAID is an independent Federal Government agency that receives overall foreign policy guidance from the Secretary of State. With headquarters in the District of Columbia, we operate in more than 100 countries worldwide, playing an active and critical role in the promotion of U.S. foreign policy interests. When crisis strikes, when rights are repressed, when hunger, disease, and poverty rob people of opportunity, USAID acts on behalf of the American people to help expand the reach of prosperity and dignity to the world's most vulnerable people. USAID employees and contractors must commit to maintaining a workplace free of sexual misconduct, including harassment, exploitation, and abuse, and adhere to USAID's Counter-Trafficking in Persons Code of Conduct. For information on the effort to counter all forms of human trafficking, including the procurement of commercial sex acts and the use of forced labor, visit http://www.state.gov/g/tip. For more information about USAID, visit http://www.usaid.gov. This announcement may be used to fill additional vacancies. These are Testing Designated Positions (TDP's) under the Agency's approved Drug-Free Work Place Program. All applicants selected for this position will be subject to random drug testing once they begin working for the Agency. Direct Deposit/Electronic Funds Transfer is required. Moving and relocation expenses are not authorized. Mythbuster on Federal Hiring Policies: https://hru.gov/Studio\_Recruitment/tools/Mythbuster\_on\_Federal\_Hiring\_Policies.pdf. EEO Policy: EEO Policy Statement. Veterans' Information: Veterans Information. Telework: https://www.telework.gov/. Selective Service Registration: http://www.sss.gov/. Reasonable Accommodation Policy: USAID is committed to equal employment opportunity; therefore, reasonable accommodations are available to applicants and employees with disabilities. If you need an accommodation for any part of the application and hiring process, please notify the Reasonable Accommodation Division in the Office of Civil Rights at reasonableaccommodations@usaid.gov. Reasonable accommodation decisions are made on a case-by-case basis. To learn more about the Reasonable Accommodation Division, please visit our website at: https://www.usaid.gov/careers/reasonableaccommodations.