IT Specialist (Customer Support), GS-9

U.S. EPA/OECA

About the organization

EPA's Office of Enforcement and Compliance Assurance has a position available in the field of Customer Support and Training/Outreach. This position is in the Office of Compliance/Enforcement Targeting and Data Division (ETDD). ETDD provides permit, compliance and enforcement information management services for the Agency, and works collaboratively with Agency program offices, state, local and tribal environmental agencies, and regulated entities to facilitate data sharing. Our organization develops, operates, maintains and enhances OECA's compliance and enforcement data systems, provides support to use those data systems, and facilitates access to compliance monitoring and enforcement data. We are improving access to data through innovative data analysis tools and products. To support these efforts, we provide responsive, customer-oriented support, training, and system and programmatic subject matter expert services to government agency partners and regulated entities.

Duties

We are seeking a highly motivated, collaborative individual to enhance our customer support program. You will be a part of a motivated and creative customer support team that implements a variety of customer support, outreach and communication strategies focusing on data sharing. You will provide direct customer support via a help desk, develop and deliver training on tools used for customer relations management, position the help desks for the Integrated Compliance Information System (ICIS) and NPDES eReporting Tools (NeT) to provide an exemplary customer experience. You will work on a team to track and solve customer issues and make available user support material.
New staff will have the opportunity to make substantive contributions by:
• Performing select aspects of Customer Support communications, both written and oral;
• Serving as a programmatic and technical expert for compliance and enforcement program data requirements with a focus on customer experience;
• Making data-driven decisions to influence customer experience;
• Operating and maintaining a customer relations platform that is used to track customer issues and also make available a knowledgebase for customer support materials (trainings, FAQs, articles, etc.).
• Using professional and independent judgement to make decisions that position both the ICIS and NeT Help Desks to implement all standard operating procedures and provide excellent customer support.

Qualifications

U.S. Citizen
Current Non-Competitive Eligibility
Strong Training, Customer Support or Information Technology Background
Knowledge of the capabilities, operating characteristics, and functions of standard software (e.g., database, spreadsheet, presentation, and word processing).

In order to qualify at the GS-9 grade level you must meet one of the following requirements:
A. At least one year of specialized experience, equivalent to the GS-07 grade level or higher in the Federal service that included Training experience.
OR
B. Possess a bachelor’s degree in the Customer Support, Training or Information Technology field
OR
C. Possesses a bachelor’s degree in an Environmental field
OR
D. A combination of the required experience and education for this grade level.

Application instructions

Contact email: [email protected]

For more information and to apply, email your resume, cover letter, and description of service/certification of noncompetitive eligibility to Jason Swift at [email protected]

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Equal Opportunity Employment

The posting employer has certified that this announcement complies with Peace Corps’ Equal Opportunity Employment policy:

The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.


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