Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Sep 25, 2018
Closes
Oct 03, 2018
Hours
Full Time
TRAVEL REQUIRED:

Not required


RELOCATION AUTHORIZED:
Relocation expenses reimbursed No


KEY REQUIREMENTS:
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  • You must be a U.S. Citizen or National.
  • Your resume and question responses must demonstrate the job-related KSAs.
  • You must meet the definition of specialized experience.
  • Required to pass a background investigation and fingerprint check.
  • Must be registered for Selective Service, if applicable (www.sss.gov)
  • Suitable for Federal employment.
  • .

    You must meet the following United States Office of Personnel Management's (OPM) qualification requirements for the advertised position. OPM's prescribed Group Coverage Qualification Standard for Information Technology Management Series can be found at here.  You must meet all qualification requirements by the closing date of the job announcement.

    Specialized Experience: is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service.

    Candidates for the GS-14 grade level must have at least 52 weeks of specialized experience equivalent to the GS-13 grade level in the Federal service.

    Specialized experience for this position includes: 

    • Experience performing Information Technology (IT) hardware research,  evaluation and testing in a multi-platform, multi-vendor environment;

    • Experience working with physical hardware technologies; 

    • Experience advising management and customers on new technology, and hardware modifications and enhancements.


    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).  Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.  You will receive credit for all qualifying experience, including volunteer experience.

    In addition to meeting specialized experience requirements, you must have IT-related experience demonstrating these competencies:

    Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

    Customer Service - Works with business partners 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.

    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. Written communication is clear, concise and avoids jargon.

    Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

    Education may not substitute specialized experience at this grade level. 

    Applicants applying for this position must be a United States Citizen. 

    If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.

    This is a Bargaining Unit position.

    This is a Public Trust position and has a risk level designation of “moderate”.

    Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.

    The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website.

    Probationary Period- If selected, you may be required to complete an initial one-year probationary period.

    All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.

    Relocation Expenses are not authorized and will not be paid.

    CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management’s Career Transition Resources website at: http://www.opm.gov/ctap.  CTAP/ICTAP documentation requirements are listed in the "Required Documents" section of this announcement.

    More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.

    All application materials become the property of the United States Patent and Trademark Office.

    The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.  If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act.  Claims of employment discrimination must be submitted to the attention of the USPTO’s Office of Equal Employment Opportunity & Diversity via email (oeeod@uspto.gov) or phone (571-272-8292).

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

    Your resume, optional cover letter and supporting documentation will be reviewed to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the self-assessment questions (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are “gold,” “silver,” and “bronze.” Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the “gold” category will be identified for referral to the hiring manager and may be invited for an interview.

    How you will be evaluated for preference eligibility: Within each category, those entitled to veterans’ preference will be listed at the top of the pre-defined category for which they are placed.

    Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold). 

    The scored self assessment questions in the job announcement will evaluate you on the following competencies; please do not provide a separate written response:

    KSA 1 - Skill in applying advanced IT principles, methods, and practices. 

    KSA 2 - Knowledge of the IT developments and applications.

    KSA 3 - Knowledge of customer support principles, methods and practices, and project management methods. 

    KSA 4 - Knowledge of systems administration theories and concepts, to develop and present plans for integrating new service technology into an existing architecture. 


    For more information on category rating, please go to: http://hr.commerce.gov/s/groups/public/@doc/@cfoasa/@ohrm/documents/content/prod01_009474.pdf

    Please note that a complete application is required for consideration. (Please review the “Required Documents” section of this job announcement to see what must be included in a complete application).


    To preview questions please click here.

    Read more Security clearance Public Trust - Background Investigation

    Drug test required No


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