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Summary Serves as a IT Specialist (CUSTSPT) in the MIS Department of the Hale Koa Hotel. 2025 Cost of Living Allowance (COLA) for Honolulu, HI is 8.64%. This position will remain open until filled with a first cutoff date of 25 June 2025 for employment consideration. Additional lists will be pulled at the request of the hiring manager. Local candidates will be reviewed first as PCS is not authorized. If determined that area of consideration is to be expanded, all candidates will be considered. Responsibilities Provide technical support duties to customer support personnel. Serves as a help desk representative. Diagnoses and resolves problems in response to customer reported incidents. Researches, evaluates, and provides feedback on problematic trends and patterns. Installs, configures, troubleshoots, and maintains customer hardware and software. Provides training and instruction to enhance user performance. Sets system security levels based on under performance and appropriate regulations. Develops and documents standard operating procedures to ensure compliance with accrediatation procedures and policies. Requirements Conditions of Employment Qualifications QUALIFICATIONS MUST BE CLEARLY VERIFIABLE IN YOUR RESUME, GOVERNMENT POSITIONS MUST INCLUDE PAY PLAN, SERIES, GRADE, TO AND FROM DATES, AND GOVERNMENT AGENCY/DEPARTMENT. All qualification requirements must include experience performing duties equivalent in scope and complexity to the next lower grade level. Experience, education and/or specialized training sufficient to demonstrate knowledge skill in: 1. Experience that provided a basic knowledge of data processing functions, system installation and general management principles that enabled the applicant to understand the stages required to automate a work process or Completion of a two year degree with a major course of study in computer science, information science, information systems management, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field 2. Must have 1 or more years of experience troubleshooting computers, computer systems & peripherals, networks, performing Windows domain management, or providing help desk services thru customer support/ticketing solutions. 3. Must have a strong understanding of the TCP/IP stack and OSI model. All Qualified applicants will be rated against the highly qualifying criteria by a rating panel for evaluation of the quality and extent of your total accomplishments, experience and education. Those applicants determined to be highly qualified will be referred to the hiring official for consideration. The highly qualified candidates may undergo an interview and reference checks. All answers to the Highly Qualifying Criteria must be demonstrated in your resume to get credit. Highly Qualifying Criteria: - Experience working in a hospitality environment such as a hotel, cruise ship, theme park or resort - Well versed in Windows 11 Operating Systems, Microsoft Office suite of tools, or Windows O365 cloud applications Education Additional Information Additional selections may be made from this vacancy announcement for up to 90 days after the closing date. Payment of Permanent Change of Station (PCS) costs is not authorized based upon a determination that a PCS move is not in the Government interest. Please check out our application information kit to view additional information you may find useful when applying for our jobs. Important Information Regarding Access to Certain Federal Facilities: Access to certain federal facilities may require a REAL ID-compliant driver's license/ID (marked with a star) or an Enhanced Driver's License (EDL) from WA, MI, MN, NY, or VT. See https://www.tsa.gov/real-id for details. To better expedite the hiring process, we recommend including full contact information (name, address, phone number, email, etc.) for at least two professional and personal references on your resume.