** Information Technology Management (Customer Support)**

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Located in the Bureau of Population Refugees and Migrations (PRM). Provides accurate and timely Information Technology support efforts to PRM customers who require advice, assistance, and training relating to desktop systems to include but not limited to technical software and hardware configuration, installation, and problem resolution.

**Location**

1 vacancy in the following location:

+ **Duties**

* Installs, configures, tests, and upgrades computer hardware components, and software for end-user workstations.

* Consults with end-users to elicit specific information to identify, and provide solutions to IT systems related issues.

* Applies a wide range of innovative diagnostic tools and techniques to troubleshoot complex IT hard software issues.

* At the GS-11 level, the incumbent performs essentially the same duties as outlined above; however, the scope and complexity of assignments are of less responsibility and independence and receives closer supervision.

**Requirements**

** Conditions of Employment**

* Incumbent will be subject to random drug testing.

* Verification of employment eligibility in the United States is required.

* One year probationary period, unless excepted by regulation.

* Must be able to obtain and maintain a Top Secret security clearance.

* U.S. Citizenship is required.

** Qualifications**

Applicants must meet all the required qualification requirements, including education and any selective placement factors described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.

**Applicants applying for the GS-11 grade level must meet one of the following requirements:** **A.** Have a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; **OR** **B.** Have a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above AND required the development or adaptation of applications, systems or networks; **OR** **C.** Have 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; **OR** **D.** Have 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above **AND** required the development or adaptation of applications, systems or networks; **OR** **E.** **Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:**

- **Attention to Detail** - Intermediate knowledge of IT systems development life cycle management concepts.

- **Customer Service** - Ability to consult with, advise, and train customers using IT systems support concepts, and methods.

- **Oral Communication** - Ability to clearly communicate to receive, analyze, and resolve IT related troubleshooting issues.

- **Problem Solving** - Intermediate ability to use data analysis methods to troubleshoot complex IT issues.

**AND** Have at least 1 full year of specialized experience equivalent to the GS-09 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. **Qualifying specialized experience must demonstrate the following:**

* Experience analyzing, and evaluating a wide variety of applications, operating systems, protocols, or equipment to troubleshoot, and explore ways to enhance IT systems, and the use of equipment.

* Experience installing, configuring, or recovering IT systems and equipment for customer desktop workstations.

* Experience providing advice, and assistance regarding the use of systems, and applications supported by a customer support organization.

**NOTE:** In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. **Note:** If you are qualifying based on education **OR** if there are mandatory education requirements listed under the Qualifications and Evaluations section, you **MUST** (1) submit a copy of your college transcript(s) with your application, and if selected, an official college transcript(s) will be required to verify education prior to employment; (2) transcripts MUST be legible AND include your name, major, school name/location, course title/number, date completed, grade, date degree conferred and number of credits earned; (3) if you attended more than one college you MUST submit a transcript from each institution if you wish your education to be considered in qualifying you for this position; (4) all college coursework that may be pertinent to qualifying you for the position MUST be included on the transcripts. If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you WILL lose consideration for this position.

******Applicants applying for the GS-12 grade level must meet the following requirements:** **Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:******

- **Attention to Detail -** Advanced knowledge of IT systems development life cycle management concepts.

- **Customer Service -** Ability to consult with, advise, and train customers using IT systems support concepts, and methods.

- **Oral Communication -** Ability to clearly communicate to analyze, resolve, and train customers on IT related troubleshooting issues.

- **Problem Solving -** Advanced ability to use data analysis methods to troubleshoot complex IT issues.

******AND****** Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. ******Qualifying specialized experience must demonstrate the following:******

* Experience analyzing, and evaluating a wide variety of applications, operating systems, protocols, or equipment to troubleshoot, and explore and design ways to enhance IT systems, and the use of equipment.

* Experience installing, configuring, recovering, modifying, or testing IT systems and equipment for customer desktop workstations.

* Experience providing advice, assistance, and training regarding the use of systems, and applications supported by a customer support organization.

******NOTE:** In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-12 position.****

**Education**

See the qualifications section of this vacancy announcement for education requirements, if applicable.

Education completed in foreign colleges or universities may be used to meet the education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States. It is your responsibility to provide such evidence when applying. Click on the link for a l