** IT Specialist (Customer Support)**

****

** Office of Information Technology, Operations Division, Client Solutions Team**

**Location**

1 vacancy in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

**Duties**

** Summary**

As an IT Specialist (Customer Support) you will be responsible for providing technical support to the Farm Credit Administration (FCA) and Farm Credit System Insurance Corporation (FSIC) user community. This position is located inthe Office of Information Technology (OIT), Operations Division (OD), Client Solutions Team in McLean, Virginia.

**Responsibilities**

Serves as an IT Specialist (Customer Support) working alongside team members in the Client Solutions Team of the Operations Division providing Information Technology (IT) desktop hardware and software support to FCA and FCSIC users. Duties include:

+ Receiving, responding to, and ensuring complete resolution of any Helpline service requests; documents actions taken; gives needed guidance or training to customers to prevent recurrences; and assists more experience specialists in resolving very complex problems.

+ Coordinating the installation and configuration of IT related software and hardware equipment.

+ Providing support for conferences, training and other events including, but not limited to: setting up and taking down audio, video and other equipment as needed.

+ Distributing and setting up assets including laptops, docking stations, monitors, mobile devices and other IT equipment.

+ Developing draft memos, user guidelines, procedural information and tips to improve work efficiency and user experience. Conducting technical training for users as needed.

+ Providing input to periodic IT briefings and developing monthly status reports related to IT services. **Travel Required**

Not required

** Supervisory status**

No

** Promotion Potential**

38

**Requirements**

** Conditions of Employment**

+ Must be a U.S. citizen.

+ One year probationary period, unless previously served.

+ Suitability for Federal employment, as determined by a background investigation.

+ Males born after 12-31-59 must be registered for Selective Service. ** Qualifications**

**You may qualify at the VH-35 (GS-09) band level if you fulfill one of the following qualification requirements:**

* One year of specialized experience equivalent to the VH-34 (GS-07) band level in the Federal service that demonstrates your ability to meet both parts of the following: a) providing technical assistance to users in resolving and troubleshooting computer problems support to include setup, configuration, imagining, managing, and deploying customer workstations on a daily basis; **OR**

* A master's or equivalent graduate degree in an accredited or pre-accredited college or university; or 2 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.B. or J.D degree, if related. Graduate level education must demonstrate the competencies necessary to do the work of the position, examples of qualifying fields include computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.); **OR**

* A combination of education and experience as listed above.

**In addition to meeting specialized experience, 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.

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; deter

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. **Education**

If this position has a positive education requirement as part of the Basic Qualification Requirements, you MUST submit copies of your transcript(s) that include: your name, the name of the educational institution, course titles, number of semester/quarter hours, grade(s) earned and degree(s) awarded. Unless otherwise stated: (1) official or unofficial transcripts are acceptable at the time of application, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. Educational institutions must be accredited by one of the accrediting agencies or associations recognized by the . All materials must be submitted by the closing date of the announcement.

**Pass/Fail Courses**: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

**Graduate Education:** One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

**: I**f you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

**Additional information**

Only experience and education obtained by the closing date of this announcement will be considered.

+ All FCA employees are subject to the conflict of interest laws and Standards of Ethical Conduct imposed upon all employees of the Executive Branch of the Federal Government and may be required to file a Financial Disclosure Report.

+ FCA's supplemental ethics regulations restrict certain FCA employees concerning their direct or indirect interests in, or connections with, Farm Credit System institutions. These rules also require all employees to obtain approval for outside employment or business activities. Please contact the HR Division for additional information on these rules.

+ FCA uses to confirm the employment eligibility of all newly hired employees.

+ This announcement may be used to fill additional vacancies if openings i