IT Specialist (Customer Support)
Relocation expenses reimbursed No
This position is designated as High Risk and requires a background investigation. Unless an appropriate background investigation is already on record with the Office of Personnel Management, you must undergo a background investigation.
You must meet time in grade requirements no later than 30 calendar days after the closing date of this announcement.
You do not need a degree to qualify for this position.
You must have IT-related experience demonstrating each of the four competencies listed here:
- 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.
We are looking for at least one year of specialized experience related to this position as described below:
To qualify for the GS-11 level, you need to have at least one year of full time experience equivalent to the GS-09 level defined as providing customer support in the areas of software, hardware, networks and/or applications programs - OR Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; or LL.M., in an academic discipline related to this position.
To qualify for the GS-12 level, you need to have at least one year of full time experience equivalent to the GS-11 level defined as providing customer support in the areas of software, hardware, networks and/or applications programs; and applying established information security/information assurance policies, processes, and practices.
To qualify for the GS-13 level, you need to have at least one year of full time experience equivalent to the GS-12 level defined as leading customer support in the areas of software, hardware, networks and/or applications programs; overseeing the implementation of information security/information assurance policies, processes, and practices.
Your answers to the on-line assessment will be used to evaluate your competencies in the following areas: 1) Knowledge of software applications; 2) Knowledge of operating systems protocols and equipment; 3) Skill in oral communication; 4) Skill in using computer troubleshooting techniques, requirements, and procedures; 5) Skill in maintaining problem tracking and resolution databases; 6) Ability to manage information technology (IT) contracted services.
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.
See Qualifications Section.
These positions are located in the Office of Chemical Safety and Pollution Prevention, Office of Program Management, Resource Management and Information Technology Staff, Washington, DC. For more information on this office, visit their website:About the Office of Chemical Safety and Pollution Prevention (OCSPP)
If selected, you must work at the location stated in this announcement.
One or more positions may be filled.
Except in special circumstances, those new to the federal government will be hired at the starting salary (step 1) of the applicable grade range listed above.
Are you a Displaced Federal Employee? If so, please read the Required Documents section and visit the EPA website for additional information: EPA Announcement Policies and Procedures
If you have part-time work experience, read this: EPA Announcement Policies and Procedures.
Position has portable work and selectee may be authorized to telework after meeting eligibility requirements if approved by the supervisor/manager.
If you are selected, travel, transportation, and relocation expenses will not be paid by EPA. Any travel, transportation, and relocation expenses associated with reporting to work in this position will be your responsibility.
EPA participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees. For additional information: EPA Announcement Policies and Procedures.Read more
You will be evaluated for this job based on how well you meet the qualifications above.
We will review your resume and required documents to ensure you meet the basic qualification requirements. Your resume must address the knowledge, skills, and abilities listed in the Qualifications section. If you meet basic qualification requirements, your application will be further evaluated based on your answers to the online assessment. Your responses to the online assessment will be used to measure the degree to which your background matches the requirements for the position and an applicable score assigned.
We will compare your resume and supporting documentation to your responses on the assessment questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. We will evaluate your qualifications and eligibility and notify you if you meet minimum qualification requirements. If you are referred for consideration, you may be subject to additional assessments.
NOTE: We do not require a separate statement responding to the competencies, also referred to as Knowledge, Skills, and Abilities (KSAs). However, your resume should clearly show possession of these competencies.
To preview questions please click here. Read more Security clearance Not Required Drug test required No