IT Specialist (Customer Support)

This position is located in the U.S. Small Business Administration (SBA), supporting disaster affiliated Centers under the technical and administrative supervision of the Chief Information Officer (CIO). The position is responsible for information technology work involving systems administration, network services, cloud technologies, customer support, telecommunications systems, continuity operations, and other information security activities supporting Center and Field disaster operations. Major duties: As an IT Specialist (Customer Support) at theGS- 2210-9, some of your typical work assignments may include: Provide technical assistance to customers involving remote communications, user access, laptop configuration, and troubleshooting of hardware and software issues. Install, configure, test, upgrade, and troubleshoot software applications, computer workstations, and associated hardware components. Diagnose and resolve customer-reported technical issues, respond to service requests, and maintain accurate records using automated tracking and ticketing systems. Participate in planning, delivering, and evaluating IT customer support services; identify opportunities and recommend improvements to service delivery. Provide technical guidance, training, and assistance to customers on IT systems, established procedures, and information security requirements. IMPORTANT NOTES: This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to an intermittent schedule and are not called into work until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed back onto an intermittent work schedule. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).