Lead Information Technology Specialist (Technical Support)

Employer
USAJobs
Location
District of Columbia, D.C
Posted
Jul 19, 2019
Closes
Jul 23, 2019
Hours
Full Time
Duties

Summary

This position is located in EPA, Office of Inspector General (OIG), Office of Management (OM), Information Technology Directorate (ITD), in Washington, DC. For more information on this office, please visit: www.epa.gov/oig.

Learn more about this agency

Responsibilities

You will serve as a Team Leader responsible for:

-Overseeing the IT technical support (help desk) for all of the OIG. Planning and carrying out customer support services. Diagnosing and resolving problems including highly complex or previously unsolvable problems that may require researching and applying new developments. Developing and maintaining problem tracking and resolution databases. Developing and managing customer service performance requirements.

-Coaching staff in the application of appropriate problem solving methods and provides advice on work methods, practices, and procedures.

-Planning, leading, and implementing complex IT projects in all aspects of the system development life cycle.

-Forecasting trends and develop customer service strategies. Developing and interpreting policies, procedures, and strategies, governing the planning and delivery of customer support services throughout the OIG. Developing and managing customer service performance requirements. Researching system data to identify and evaluate trends or patterns of problems. Making recommendations to senior management for addressing such problems.

-Installing, configuring, and troubleshooting the programs required for processing applications programs and for operating computer hardware and software. Evaluating, selecting, and installing compilers, assemblers, and utilities. Integrating hardware and software components within the system's environment.

-You will serve as a senior consultant to EPA OIG management officials. Providing expert technical advice, guidance to management and other specialists on critical issues involving installing, configuring, maintaining and troubleshooting hardware and software. Provides customer training.

-You will spend less than 25% of your work time on contracts, grants/cooperative agreements, and/or interagency agreements.

Travel Required

Occasional travel - Infrequent

Supervisory status
No

Promotion Potential
14

Requirements

Conditions of Employment

  • You must be a U.S. citizen.
  • Position has portable work and selectee may be eligible to telework.
  • The incumbent must obtain and maintain a Top Secret clearance.

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.

Qualifications

BASIC requirement (OPM GS-2210 IOR): Individuals must have IT-related experience demonstrating each of the four competencies listed below. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. The agency has identified the specific level of proficiency required for each competency based on the on the requirements of the position being filled. Your resume must demonstrate that you meet 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.

In addition to the above OPM GS-2210 IOR competencies, to qualify for the GS-14 level, you need to have at least one year of full time experience equivalent to the GS 13 level in the federal service, with experience that includes: applying knowledge of various office automation software packages in order to maintain, update and troubleshoot software and provide user training; resolving issues by evaluating options and alternatives for decision making where no precedent or guidelines exist; developing IT project plans or schedules based on an understanding of the overall program priorities and related efforts of the organization; knowledge of procedures, tools, and applications used to keep data or informaton secure (for example, public key infrastructure, point-to-point encryption, smart cards); and leading a team to accomplish IT assignments/projects.

SELECTIVE PLACEMENT FACTORS:

In addition to meeting the above requirements, you must also meet the following Selective Placement Factors. You must demonstrate experience and proficiency in the following technologies:

- Installation/configuration/troubleshoot IT hardware and software
- Microsoft Windows 10
- Application of Security patches and upgrades to user computers
- Active Directory
- Minimum of 5 years in IT Customer Service experience
- Microsoft Office application (Outlook, SharePoint, Excel, PowerPoint, etc)

You must clearly show in your resume how you meet these selective factors, or you will be rated ineligible.

Your answers to the on-line assessment will be used to evaluate your competencies in the following areas. Your resume must support your responses to the questionnaire.

-Knowledge of a wide variety of technology platforms, operating systems, applications, equipment, and desktop configurations.

-Ability to identify and diagnose IT issues and perform corrective and/or preventive actions for resolution.

-Ability to plan, organize, and direct the activities of an organization, ensuring that the advice and assistance provided complies with legal and regulatory requirements and meets customer needs.

-Ability to develop, manage, and implement comprehensive project plans for the development and deployment of IT goods and services based on organizational goals, priorities and Agency standards.

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.

Education

You do not need a degree to qualify for this position.

Additional information

This information is used to determine your qualifications for employment. The use of this information is authorized under Title 5 USC, Sections 3302 and 3361.

This position is not in the bargaining unit.

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.

How You Will Be Evaluated

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, which includes the above GS-2210 competencies, your application will be further evaluated based on your answers to the on-line assessment. Your responses to the on-line assessment will be used to measure the degree to which your background matches the requirements for the position. You are being evaluated under the category rating method which means, if you are determined to be qualified, you will be placed into the Best Qualified, Well Qualified, or Qualified Category.

We will compare your resume and supporting documentation to your responses on the assessment questionnaire. Your resume must support your responses. 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.

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 .

Background checks and security clearance

Security clearance
Top Secret

Drug test required
No

Required Documents

Documents to be submitted on-line:

--Resume clearly stating your experience related to this position as described in the Duties Section and Qualifications Required Section. In describing your experience, you need to be clear and specific. We may not make assumptions regarding your experience.
--Responses to the on-line assessment questionnaire.
--Veterans' Preference Documents - DD-214 Member 4 copy (or other copy indicating character of service), VA letter stating overall/combined disability rating (percentage), and SF-15, if applicable; active duty service members: submit certification from the armed forces documenting active duty dates, expected discharge/release date, campaign medals/badges, and character of service (a certification is any written document from the armed forces that certifies you are expected to be discharged/released from active duty service in the armed forces under honorable conditions within 120 days after you submit the certification).
--Displaced Federal employees under ICTAP/CTAP - copy of your most recent performance appraisal, proof of eligibility, and your most current SF-50 noting position, grade level, tenure, and duty station.

Additional information can be found on our web site: http://www.epa.gov/careers/epa-job-vacancy-announcements-policies-and-procedures

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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