Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Washington D.C.
Posted
Mar 25, 2019
Closes
Mar 25, 2019
Hours
Full Time
TRAVEL REQUIRED:

50% or less - You may be expected to travel for this position.


RELOCATION AUTHORIZED:
Relocation expenses reimbursed No


KEY REQUIREMENTS:
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  • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
  • Must be able to obtain and maintain Secret security clearance.
  • Some travel may be required, approximately up to 35%.
  • Work may require lifting or carrying up to 50 pounds when moving or installing computer or communications equipment.
  • Successfully complete training and certifications outlined in DoD 8570.01-M, Information Assurance Workforce Improvement Program as well as DoD Directive 8140.01, Cyberspace Workforce Management.
  • Required to obtain Information Assurance Technician (IAT) Level II certification within 6 months of employment.
  • Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities.

    • 30 Percent or More Disabled Veterans
    • Current Department of Army Civilian Employees
    • Current Permanent Department of Defense (DOD) Civilian Employee (non-Army)
    • Executive Order (E.O.) 12721
    • Interagency Career Transition Assistance Plan
    • Military Spouses, under Executive Order (E.O.) 13473
    • Non-Appropriated Fund Instrumentality (NAFI)
    • Non-Department of Defense (DoD) Transfer
    • Priority Placement Program (PPP), Program S (Military Spouse) registrant
    • Veterans Employment Opportunity Act (VEOA) of 1998
    • Veterans Recruitment Appointment (VRA)


    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.

    Basic Requirement for Information Technology Specialist (Customer Support):

    Specialized and Other Experience: One year of specialized experience which includes providing customer support and technical assistance in a variety of IT equipment t include hardware, software and telecommunications systems. This definition of specialized experience is typical of work performed at the second lower grade/level position in the Federal Service (GS-07).

    The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

    (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

    (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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

    (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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

    (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

    OR

    Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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.

    You will be evaluated on the basis of your level of competency in the following areas:

    • Information Technology Customer Support
    • Technical Competence
    • Technology Application


    Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

    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.

    • 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.
    • Direct deposit of pay is required.
    • 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.
    • 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.
    • Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
    • Must be able to successfully complete the appropriate training and certifications as outlined in DoD 8570.01-M, Information Assurance Workforce Improvement Program as well as DoD Directive 8140.01, Cyberspace Workforce Management. Employee will be required to obtain Information Assurance Technician (IAT) Level II certification within 6 months of employment.

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    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.

    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 for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM's Career Transition Resources website.

    Read more Security clearance Secret

    Drug test required No


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