Technical Support Specialist

Defense Logistics Agency•Fort Belvoir, VA

About The Position

Provides specialized support for a wide range of technical and professional IT functions supporting the J6 mission of enterprise desktop support and end-user computing devices. The role maintains and troubleshoots IT systems and devices, assists customers, and provides technical support to VIPs and DLA Senior Leadership. It communicates with customers by phone, email, and other messaging tools and maintains detailed knowledge of customer needs related to IT products and services, including Enterprise Service Desk (Service Now), Virtual Desktop Infrastructure, and cloud services including M365. The position supports classified systems and users, serves as the subject matter expert for printers and multi-function devices (MFDs), and supports mobile-device configuration and troubleshooting. The position is identified in the qualifications section as IT Specialist (SYSADMIN/CUSTSPT) at the GS-12 level. Applicants must have one year of specialized experience equivalent to the GS-11 level or equivalent. The position requires a Secret clearance and a favorable suitability or fitness determination. Education cannot substitute for the required specialized experience.

Requirements

Must be a U.S. citizen.
Secret access clearance is required; the position is designated Non-Critical Sensitive with Secret Access.
One year of specialized experience equivalent to the GS-11 level or equivalent under another pay system is required for the GS-12 level.
Specialized experience must include configuring, deploying, testing, and repairing end-user hardware; maintaining local systems and providing on-site support; researching and evaluating hardware and peripherals; and recommending purchases and advising management on upgrade and integration strategy.
Applicants must meet applicable eligibility requirements, including time-in-grade for GS positions, time-after-competitive appointment, minimum qualifications, and other regulatory requirements by the announcement closing date.
Education may not substitute for the required specialized experience at this grade level.
Appointment is subject to a favorable suitability or fitness determination where reciprocity cannot be applied.
Employees must refrain from illegal drug use; applicants selected for testing-designated positions must undergo drug testing and receive a negative result.
Males born after December 31, 1959, must be registered with or exempt from Selective Service.
Selectees must have a REAL ID or other acceptable identification documents to access certain federal facilities.

Responsibilities

Provide specialized technical and professional IT support for enterprise desktop support and end-user computing devices.
Maintain systems and troubleshoot technical issues; provide customer assistance and support, including for VIPs and DLA Senior Leadership.
Communicate with customers by phone, email, and other messaging tools.
Support classified systems and users.
Provide printer and multi-function device (MFD) subject matter expertise.
Configure and troubleshoot mobile devices.
Configure, deploy, test, and repair end-user hardware, including CPUs, monitors, laptops, printers, scanners, and other devices.
Maintain local systems and provide on-site support for RFID, wireless, and Equipment Control System (ECS).
Research and evaluate hardware and peripheral devices for the End User Computing environment.
Recommend purchases and advise management on upgrade and integration strategies.