Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Washington D.C.
Posted
Sep 26, 2018
Closes
Oct 04, 2018
Hours
Full Time
TRAVEL REQUIRED:

50% or less - Travel requirements vary by grade and position. While a few positions may require 50% business travel, most positions will have 10-30% business travel required.


RELOCATION AUTHORIZED:
Relocation expenses reimbursed Yes Moving expense reimbursement MAY be authorized subject to the provisions of the Joint Travel Regulations.


KEY REQUIREMENTS:
Help
  • SECURITY CLEARANCE - This position may require the incumbent be able to obtain and maintain a determination of eligibility for a Secret or Top Secret security clearance or access for the duration of employment.
  • POLYGRAPH - This position may require the incumbent to take and successfully pass a Counterintelligence Scope Polygraph (CI/Poly).
  • TDY - This position may have a Temporary Duty (TDY) or business travel requirement of up to 50% of the time.
  • DRIVER'S LICENSE - The duties of this position may require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.
  • PASSPORT - This position may require the incumbent to possess, or obtain and maintain, a valid regular or official U.S. Passport.
  • SHIFT WORK/ROTATING SHIFTS - This position may require shift work to provide coverage on evenings, weekends, holidays, or special situations. Employee shifts may be rotated on a regularly scheduled basis.
  • OVERTIME - Due to the nature of this position, employees are required to work both planned and unscheduled overtime.
  • TELEPHONE - The incumbent may be required to carry a cellular telephone and maintain a working personal telephone at all times.
  • Who May Apply: US Citizens

    In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

    GS-07 Minimum Qualifications
    Specialized Experience:
    One year of specialized experience which includes providing support to end-users for computer, peripherals, or desktop applications; interacting with customers telephonically, in-person, or electronically to determine appropriate actions to restore normal desktop operation; and logging corrective actions taken OR escalating more complex problems to intermediate or senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05).
    OR
    Education: One full year of graduate level education in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: 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.
    OR
    Superior Academic Achievement: Successful completion of all the requirements for a bachelor's degree with Superior Academic Achievement. In order to be creditable under this provision, Superior Academic Achievement must have been gained in a curriculum that is qualifying for the position to be filled, such as that identified in Education above. Superior Academic Achievement is based on:
    (1) Class Standing - Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - Applicants must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - Applicants may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/).

    GS-09 Minimum Qualifications
    Specialized Experience:
    One year of specialized experience which includes installing new or existing personal computer systems or related equipment; monitoring escalated actions and tickets OR using standardized troubleshooting protocols; and determining appropriate fixes or work-arounds to restore desktop functionality. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).
    OR
    Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: 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.

    GS-11 Minimum Qualifications
    Specialized Experience:
    One year of specialized experience which includes providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).
    OR
    Education: Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: 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.

    GS-12 Minimum Qualifications
    Specialized Experience:
    One year of specialized experience which includes resolving complex issues or tickets elevated from other technicians OR determining appropriate IT systems to support customer's business requirements; and providing training to IT Support personnel and/or end-users. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

    Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job at the GS-12 level, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

    Individuals utilizing experience to qualify for this position must have IT-related experience demonstrating each of the four competencies listed below:

    1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
    2. 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.
    3. 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.
    4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendation.

    Applications can be accepted from students who expect to complete qualifying education within 90 days from the date of application. You must still include transcripts with your application package, showing the courses and semester hours you have completed and courses in-progress, even though you have not earned a degree yet. You will not be able to start employment until you have completed the full education requirement and final transcripts have been verified.

    FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

    • IT CERTIFICATION - This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
    • DRUG TESTING - The duties of this position may meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs may be warranted. This position may be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident.
    • MISSION ESSENTIAL POSITION - This position may be designated "Mission Essential". In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled to support mission operations.
    • Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
    • You will be required to provide proof of U.S. Citizenship.
    • Two year trial/probationary period may be required.
    • Appointment is subject to the completion of a favorable suitability or fitness determination, as determined by a background investigation.
    • Direct Deposit of Pay is required.
    • This position may require you to submit a a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.
    • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
    • If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
    • This is a Career Program (CP) 34 Information Technology/Cyber Management position.
    • Multiple positions may be filled from this announcement.
    • Salary includes applicable locality pay or Local Market Supplement.
    • Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
    • Student Loan Repayment MAY be authorized for highly qualified candidates.
    • Service credit for annual leave accrual may be granted for certain non-Federal work experience and experience in the uniformed service.
    • Moving expense reimbursement MAY be authorized subject to the provisions of the Joint Travel Regulations.
    • Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority. To receive selection priority for this position, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 90 or above; and, (3) submit the appropriate documentation to support your ICTAP eligibility. Additional information about the program is on OPM's Career Transition Resources website.

    Read more

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

    Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

    You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

    Read more Security clearance Other


    Similar jobs