Information Technology Specialist (Systems Analysis/Customer Support)

Animal and Plant Health Inspection Service•Destrehan, LA

About The Position

Provides daily, customer-focused technical support to researchers, technicians, administrative staff, and support staff. The role resolves common hardware and software problems involving Windows and Macintosh computers, as well as specialized scientific, proprietary, and organizational hardware and software in laboratory environments. The position also supports assigned locations and remote offices and laboratories. The position prepares and presents reports, presentations, displays, and other materials to communicate effectively with management, peers, customers, organizations, and contractors. It supports Windows and Mac systems, equipment, software, and specialty laboratory equipment; uses helpdesk or IT service management software to track issues and report on them; assists with asset management, workstation updates and remediation, and IT procurement; and researches, tests, and proposes technology solutions for the scientific community and its stakeholders.

Requirements

U.S. Citizen or U.S. National.
Individuals born male after 12/31/1959 must be registered with Selective Service or exempt.
Satisfactory adjudication of a background investigation and/or fingerprint check.
Successful completion of a one-year probationary period, unless previously served.
Pass the E-Verify employment verification check.
For current federal employees seeking promotion, meet the time-in-grade requirement of 52 weeks at the next lower grade level in the normal line of progression.
For GS-12, one year of specialized experience equivalent to the GS-11 level, including troubleshooting and resolving technical issues involving computers, devices, and mixed hardware/software environments; providing general technical guidance on system capabilities, configurations, and integration needs under normal supervision; and assisting with installation and integration of system patches, updates, and enhancements to Windows and Mac workstations.
Qualifying experience must demonstrate Attention to Detail, Customer Service, Oral Communication, and Problem Solving competencies.
All USDA employees must be enrolled in Continuous Vetting.
Education cannot substitute for the GS-12 experience requirement; the position has no education qualification requirement.

Responsibilities

Prepare and present reports, presentations, displays, and other materials to communicate with management, peers, customers, organizations, and contractors.
Provide support for Windows and Mac computer systems, equipment, software, and system components associated with specialty laboratory equipment.
Identify and resolve common hardware and software problems involving IT equipment.
Use helpdesk/IT service management software to track issues, document problems and resolutions, and generate routine and ad hoc reports.
Assist with asset management procedures and maintain proper inventory procedures.
Assist with installation and integration of patches, updates, and incident remediation on Windows and Mac end-user workstations.
Assist with planning and procurement of IT goods and services, including lifecycle replacement of Mac and Windows hardware and commercial or government off-the-shelf software.
Research, test, and propose information technology solutions for the needs of the scientific community and its stakeholders.
Provide support for an assigned location, remote offices, and laboratories.