Technical Support Specialist

Defense Logistics Agency • Fort Belvoir, VA

5d

About The Position

Serves as a senior IT Specialist providing specialized support for a wide range of technical and professional Information Technology (IT) functions supporting the J6 mission of enterprise desktop and end-user computing devices. Acts as a principal advisor to a J64 Branch Chief and staff on IT matters concerning assigned customer organizations and senior executives. Provides troubleshooting, customer assistance, and technical support for VIPs and DLA Senior Leadership, communicating with customers by phone, email, and other messaging tools. Maintains detailed knowledge of customer needs involving IT products and services, including Enterprise Service Desk (Service Now), Virtual Desktop Infrastructure, and cloud services including M365. Supports classified systems and users, serves as a printer (Multi Function Device/MFD) subject matter expert, provides mobile-device configuration and troubleshooting support, and supports local off-site locations and activities as required. The position requires a TS/SCI clearance. This is a GS-13 position requiring one year of specialized experience equivalent to the GS-12 level. Substitution of education for specialized experience is not permitted at this grade level.

Requirements

• Must be a U.S. citizen.
• Must possess a TS/SCI clearance; the security requirement is Special Sensitive with SCI.
• One year of specialized experience equivalent to the GS-12 level or equivalent under other pay systems in federal service, the military, or the private sector.
• Ability to diagnose and resolve complex IT problems to minimize business interruptions.
• Written and verbal communication skills to articulate positions and technical concepts to others.
• Knowledge of customer support concepts and practices and customer-support technologies, including operating systems, network systems, applications, protocols, troubleshooting procedures, equipment, and IT infrastructure.
• Meet applicable eligibility requirements, including time-in-grade for General Schedule positions, time-after-competitive appointment, minimum qualifications, and other regulatory requirements by the announcement closing date.
• Males born after December 31, 1959, must be registered for or exempt from Selective Service.
• Must complete a favorable suitability or fitness determination when reciprocity cannot be applied.
• Applicants tentatively selected for testing-designated positions must undergo pre-employment drug testing; employees in such positions are subject to random drug testing.
• Education may not be substituted for specialized experience at this grade level.
• Selectees must have a REAL ID or other acceptable identification documents to access certain federal facilities.

Responsibilities

• Provide specialized IT support for enterprise desktop and end-user computing devices supporting the J6 mission.
• Advise the J64 Branch Chief and staff on IT matters concerning assigned customer organizations and senior executives.
• Troubleshoot and provide customer assistance and technical support for VIPs and DLA Senior Leadership.
• Communicate with customers by phone, email, and other messaging tools.
• Support customer needs involving Enterprise Service Desk (Service Now), Virtual Desktop Infrastructure, and cloud services including M365.
• Support classified systems and users.
• Serve as a printer (Multi Function Device/MFD) subject matter expert.
• Configure and troubleshoot mobile devices.
• Support local off-site locations and activities as required.
• Diagnose and resolve complex IT problems to minimize business interruptions.
• Serve as a senior-level technician for issues affecting enterprise IT production capabilities, including networks, applications, hardware, mobility devices, and information systems.

Benefits

• Federal employee benefits package, with access to a range of benefits for employees and their families; specific eligibility depends on position type.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed