What will I do in this position if hired?
In this position, you will serve as Information Technology Specialist (Customer Support) responsible for End User Computing support and serves as the primary technical specialist and focal point for the planning and implementing of customer support services covering all organization IT equipment, software, systems, interfaces, and networks. this position is located in Mission Support, Office of the Chief Information Officer, Operations. Typical assignments include:
- Diagnosing and resolving problems in response to customer related incidents which involves researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
- Able to assist customers seeking technical assistance over the phone, email, and desk side support in a timely manner.
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions related to the customer issue and have the ability to relate technical aspects to customers.
- Developing customer support requirements, policies, procedures, and standards; and providing customer training.
- Implementing systems software changes and new operating system releases.
- Document and update customer status information and resolutions via a FEMA approved ticketing system.
What else do I need to know?
At FEMA, our mission is to help people before, during and after disasters, and every employee at FEMA has a role in emergency management. Every FEMA employee has regular and recurring emergency management responsibilities, though not every position requires routine deployment to disaster sites. All positions are subject to recall around the clock for emergency management operations, which may require irregular work hours, work at locations other than the official duty station, and may include duties other than those specified in the employee's official position description. Travel requirements in support of emergency operations may be extensive in nature (weeks to months), with little advance notice, and may require employees to relocate to emergency sites with physically austere and operationally challenging conditions.
FEMA is committed to ensuring that its workforce reflects the diversity of the nation. At FEMA, our workforce includes the many identities, races, ethnicities, backgrounds, abilities, ages, cultures, and beliefs of the people we serve. To learn about FEMA's ongoing diversity and inclusion efforts, reasonable accommodation process, and the FEMA Core Values, please visit www.fema.gov.
Starting at $99,200 Per Year (GS 12)
