Information Technology Specialist (Systems Analysis/Customer Support)

Summary

In this position, you will provide daily, customer focused technical support for researchers, technicians, administrative, and support staff for successful resolution of common hardware and software problems encountered with Windows and Macintosh computers, as well as specialized scientific, proprietary, and organizational hardware and software in laboratory environments.

Duties

• The duties may include, but are not limited to:
• Prepares and presents reports, presentations, displays, or other items necessary to effectively communicate with upper management, peers, internal and external customers, organization and contractors.
• Provides support for a variety of Windows and Mac computer systems, equipment, and software, including operational support for system components as they relate to specialty laboratory equipment.
• Identifies and resolves common hardware and software problems encountered with IT equipment.
• Utilizes helpdesk/IT service management (ITSM) software for issue tracking, documenting problems and resolutions, and generating routine and ad hoc reports.
• Assists with asset management procedures and ensures proper inventory procedures are followed and maintained.
• Assists with the installation and integration of system patches, updates, incident remediation on end user workstations for both Windows and Mac clients.
• Assists with planning and procurement of IT goods and services including life-cycle Mac and Windows hardware replacement, commercial and government off-the-shelf software.
• Researches, tests, and proposes new information technology solutions to meet the ever-changing needs of the scientific community and its stakeholders.
• Provides support for assigned location as well as remote offices and laboratories.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. TIME-IN-GRADE: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. FOR THE GS-12 LEVEL: Applicants must have one year of specialized experience (equivalent to the GS-11 level) that may have been obtained in the private or public (local, county, state, Federal) sectors which demonstrates: Troubleshooting and resolving a range of technical issues involving computers, devices, and mixed hardware/software environments. Providing general technical guidance on system capabilities, configurations, and integration needs under normal supervision. Assisting with the installation and integration of system patches, updates, and enhancements to Windows and Mac workstations. In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below. Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Note: There is no education substitution for this grade level. 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 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

This position does not have an education qualification requirement.

Grade: GS 12. . Telework eligible. Apply by 2026-11-09 on USAJOBS.