IT Specialist (Customer Support)

The IT Specialist (Customer Support) position administers, develops, delivers, and supports information technology (IT) systems and services. The requirement is knowledge of IT principles, concepts, and methods; e.g., data storage, software applications, and networking. Information technology refers to systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information.Work in the Technical Category at this pay band is characterized by such assignments as: Collects, records and analyzes data/information; identifies problems; and performs analysis. Plans and carries out projects for collecting detailed data or information from primary sources. Such projects are typically a part of a large and continuing program. Plans and analyzes data. May suggest data sources and prepare interpretive reports of limited scope. Characteristic information technology assignments in the Customer Support specialization at this pay band include: Prepares standard log-in scripts and establishes network access protocols to enable customers to gain local or remote access. Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database. Evaluates and reports on newly publicized tools and trends in the customer support field such as browser-based and speech-enabled customer support services with recommendations as to possible applications at FAA. Organizes vendor demonstration sessions for other specialists. Performs a mixture of routine and multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced technical specialist. Acts as an individual contributor and/or member of a team. May perform some leadership functions for small projects/programs/teams. Applies experience and detailed technical knowledge applicable to his/her discipline to plan and accomplish assignments. Typical assignments may include: limited system development; collecting, recording and analyzing data/information; identifying problems; performing investigation and inspection activities; and initiating compliance and enforcement actions. Demonstrates some independence in planning time and using assigned resources to accomplish assignments and small projects. Contacts are primarily internal to the organizational unit, major subdivision, and LOB/SO, with some contact with customers and external organizations. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments. In some technical areas, may have regular contact with customers and/or external organizations. Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, project/program manager, team leader