IT Specialist (Customer Support)

Washington D.C.
Oct 03, 2017
Oct 03, 2017
Full Time

The U.S. Office of Special Counsel (OSC) has as its primary mission promoting accountability, integrity, and fairness in the Federal workplace by protecting employees and applicants against Prohibited Personnel Practices (PPPs), particularly from reprisal for whistle blowing. (5 U.S.C. 2302).  The agency also operates as a secure channel for federal whistle blower disclosures of violations of law, rule or regulation; gross mismanagement; gross waste of funds; abuse of authority; and substantial and specific danger to public health and safety (5 U.S.C. 1213).  In addition, OSC issues advice on the Hatch Act and enforces its restrictions on political activity by government employees (5 U.S.C.  1502, 7321-23).  Finally, OSC protects the civilian employment and reemployment rights of military service members under, the Uniformed Services Employment and Reemployment Act (USERRA), (38 U.S.C. 4301-4335).
OSC employs approximately 140 full time staff at its Headquarters in Washington, DC, and at three field offices in Oakland, California; Detroit, Michigan; and Dallas, Texas.
OSC is committed to the realization of a diverse, inclusive Federal workplace where employees embrace excellence in service, uphold merit system principles, are encouraged to disclose wrongdoing, and are safeguarded against reprisals and other unlawful employment practices.
One or more positions may be filled through this announcement.

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Not required

Relocation expenses reimbursed No

  • You must be a U.S. citizen or national.
  • You must be able to pass a background investigation (NACI)
  • You may be required to serve a 1 year probationary period.
  • You must meet eligibility and qualification requirements by the closing date.
    This position provides 24x7 hands-on onsite support which may include executing projects outside of standard business hours.
    Must be able to lift equipment weighing up to 100 pounds.
    The incumbent of this position will not be eligible to telework.
    You must be able to pass a background investigation (National Agency Clearance Interviews).

    Privacy Act Information:
    The application that you submit for this position contains information subject to the Privacy Act of 1974 (P.L. 93-579, 5 U.S.C. 552a). Information regarding this Act is available upon request in the Office of Special Counsel.

    Selected candidate will be required to complete a "Declaration of Federal Employment" (OF-306) prior to being appointed to determine their suitability for Federal employment and to authorize a background investigation. False statements or responses on your resume can jeopardize your employment opportunity and subject you to disciplinary action, including removal from Federal service.

    To be eligible for consideration, all forms and documents must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of this announcement.

    In order to be qualified for this position, you must possess:
    • One year of specialized experience equivalent to at least the GS-07 within the Federal service (or equivalent in an alternate pay system) monitoring and updating IT systems and networks; installing and implementing IT security programs; and troubleshooting customer problems on various pieces of hardware and software. In addition, you must possess IT related experience in the following competencies: Attention to Detail - Is thorough when performing work and conscientious about attending to detail; Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services; Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately; Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Your resume must fully document how you meet both the specialized experience and each of the listed competencies.
    - OR -
    • Two years of progressively higher level education leading to a Master's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
    The following are preferred, though not required:
    Prefer the incumbent of this position to hold one or more of the following current certifications:
    CompTIA: A+CE; Network + CE; Security + CE;

    ?Microsoft Certified Professional: Windows; Active Directory

    ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.
    Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: forrecog.html . You must provide translated transcripts.

    The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be rated well-qualified by scoring 85 or better on the assessment. Additional information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

    Males born after 12/31/1959 must be registered or exempt from Selective Service (see

    If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

    If you are a veteran claiming 5-point veterans' preference, you must submit a copy of your DD-214 (Member Copy 4) or an official statement (including Character of Service) from your command if currently on active duty. If you are claiming 10-point veterans' preference, in addition to the DD-214, you must also submit a Standard Form 15 (Application for 10-Point Veteran Preference) and the required supporting documents listed on that form. For more information on veterans' preference see .Veterans Employment Opportunities Act (VEOA): To be eligible for a VEOA appointment, the veteran must 1) be a preference eligible; or 2) be a veteran separated after 3 or more years of continuous active service performed under honorable conditions. (you must submit a DD214-member copy 4).

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    You will be evaluated for this job based on how well you meet the qualifications above.

    Once the application process is complete, a review of the best-qualified applications will be conducted. The résumé and supporting documentation will be compared against the applicant's responses to the assessment questionnaire to determine if the applicant is qualified for this job. If, after reviewing the applicant's résumé and supporting documentation, a determination is made that the applicant has inflated his/her qualifications and/or experience, the applicant may lose consideration for this position and/or the applicant's score may be adjusted to more accurately reflect his/her skills and abilities. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

    For Competitive Applicants/All U.S. Citizens: Eligible candidates will be assigned to a quality category: Best Qualified, Well Qualified or Qualified. Candidates in the highest category will be referred to the hiring agency. The Category Rating process does not add veterans' preference points but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and who have a compensable service connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher.)

    You will be evaluated on the following knowledge, skills, abilities (KSAs) /competencies:

    • Configuration Management
    • Customer Service
    • Information Assurance
    • Network Management
    • Oral Communication
    • Writing

    Although you should not submit a separate statement addressing the KSAs/competencies, evidence of each must be clearly reflected in your application materials. We recommend your application include examples that are clear, concise, and emphasize your level of responsibilities, the scope and complexity of the functions, activities, or services you managed; level of contacts; the sensitivity and criticality of the issues you addressed, and the results of your actions. Please DO NOT submit a separate statement addressing the competencies.

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