Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Oct 21, 2019
Closes
Oct 23, 2019
Hours
Full Time
Duties

Summary

Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of Information and Technology, located in Alexandria, VA.

This position may be affected by a planned relocation to Ashburn, VA. Relocation is tentatively scheduled to begin in 2021, although the date is subject to change.
Learn more about this agency

Responsibilities

Joining the Customs and Border Protection Office of Information and Technology will allow you to use your expertise in the planning and delivery of customer support services. This position starts at a salary of $57,812.00 (GS-09, Step 1) to $75,152.00 (GS-09, Step 10) with promotion potential to $81,080 (GS-11 Step 10). Apply for this exciting opportunity to provide Information Technology support that strengthens the Department's ability to perform homeland security functions.

In this Information Technology (IT) specialist position, you will become a key team member of Homeland Security professionals by providing customer assistance and training in response to customer needs. Typical work assignments include:
  • Planning and delivery of customer support services for large enterprise platforms
  • Developing and maintaining problem tracking and resolution databases
  • Recommending changes to establish customer support processes and procedures to improve the receiving and processing of customer support requests
  • Providing advice and guidance on a wide range and variety of complex information technology issues


Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status
No

Promotion Potential
11

Requirements

Conditions of Employment


  • You must be a U.S. Citizen to apply for this position
  • Males born after 12/31/1959 must be registered with Selective Service
  • Primary U.S. residency for at least three of the last five years (additional details below)
  • You may be required to pass a background investigation and/or polygraph
  • CBP follows the DHS Drug-Free Workplace Plan for drug testing procedures


Qualifications

BASIC REQUIREMENT: Applicants must have IT-related experience demonstrating each of the four competencies listed below.

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.

You qualify for this position if you meet the basic requirement listed above and possess one year of specialized experience as described below.

Experience: You qualify for the GS-09 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as:
  • Responding to customer service problems for a variety of platforms and systems
  • Assisting with developing and updating customer support policies and procedures to ensure consistent levels of customer service
  • Developing and maintains problem tracking and resolution databases
  • Resolving issues and addressing requests for assistance by receiving, analyzing and responding to customers

Education Substitution:

GS-09: Successful completion of a master's or equivalent graduate degree, or 2 full years of progressively higher-level graduate education leading to such a degree in an accredited college or university, may be substituted for experience at the GS-09 grade level. Such education must demonstrate the skills needed to do the work. For this position a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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 is qualifying. One year of fulltime graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 36 semester hours should be considered as satisfying the 2 years of full-time study requirement.

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.

You must meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process by 10/22/2019.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For more information visit this link .

Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency wavier by meeting one or more of the following conditions:
  • Working for the U.S. Government as a federal civilian or as a member of the military
  • A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government
  • Participation in a study abroad program sponsored by a U.S. affiliated college or university
  • Working as a contractor, intern, consultant or volunteer supporting the U.S. government
Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period.

Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) Eligibles: If you have never worked for the Federal Government, you are not CTAP/ICTAP eligible. Information about ICTAP or CTAP eligibility can be found here .You must submit the supporting documents listed in the "Required Documents" section of this announcement. In addition, to be considered under CTAP/ICTAP, you must have knowledge, skills , abilities and/or competencies as defined under "How You Will Be Evaluated" section of this announcement which clearly exceed the minimum qualification and any applicable basic requirements for the vacancy.

Education

Please see the Qualifications and Required Documents sections for more information if education is applicable to this position.

Additional information

Bargaining Unit: This position is covered under the bargaining unit.

Positions with known promotion potential do not guarantee promotion, nor is the promise of promotion implied.

Telework may be available on a regular recurring or situational basis.

CBP uses E-Verify, an internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.

Every individual receives a fair opportunity throughout the federal recruitment and hiring process. Learn more here .

Follow U.S. Customs and Border Protection on Twitter @CustomsBorder

The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR § 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR § 315.707. Veterans , Peace Corps / VISTA volunteers , and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

How You Will Be Evaluated

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

This position is being filled under a Direct Hire Authority. You will be evaluated based on your resume, supporting documentation and responses to the job questionnaire. All applicants who meet minimum qualifications and any basic requirements applicable to this position, will be forwarded to the hiring manager for consideration and may be called for an interview.

In accordance with the Direct Hire Authority, rating and ranking questions will not be used. However, candidates must have the following competencies or knowledge, skills, and abilities to successfully perform this job:
  • Knowledge of customer service principles and the skills to provide a high level of customer service to users
  • Ability to analyze service requests via multiple channels(phone, email, and support systems)
  • Ability to identify and/or provide solutions and communicate those solutions to users
  • Ability to troubleshoot problems and provide assistance to all levels of users during high pressure situations, providing quick solutions when required
  • Knowledge of Agile project development and management process and DevOps lifecycle for system of developing best practices

Veterans: Veterans preference does not apply to selections made using the Direct Hire Authority. Veteran candidates will be considered along with all other applicants who apply.

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

  • Your resume: A resume describing your job-related qualifications is required and will be used for the purpose of reviewing your qualifications and determining what training, if any, would be required when placed. A resume in English is required. It must contain your full legal name, address, phone number, complete work history including a detailed description of your duties, the dates you performed those duties (MM/DD/YY), your hours worked per week, job title, as well as series, grade, and salary (if applicable). NOTE: Resumes stored on USAJOBS will not automatically carry over to this announcement. You must upload your resume and any other applicable supporting documentation.
  • Your responses to the job questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/10620542
  • Are you qualifying based on education? Submit a copy of your college transcript (unofficial is acceptable at this time; however, official copies will be required prior to entrance on duty) or a list of coursework with hours completed provided from the institution. Education must be from an institution accredited by an agency recognized by the U.S. Department of Education. Education obtained from a foreign university or college is not creditable unless it has been evaluated by an organization that specializes in interpretation of education credentials. For a listing of accrediting agencies see www.naces.org
  • Are you claiming special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP)? You must submit a separation notice; your most recent SF-50 (noting your current position, grade level and duty location); a current (or last) performance rating of record of at least fully successful or equivalent; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; or a Military Department of National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
  • Are you a current or former federal employee? If yes, it is recommended that you submit a copy of your SF-50(s) (Notification of Personnel Action) to support your experience.
  • Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment:
    • Position title
    • Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee)
    • Agency
    • Beginning and ending dates of appointment


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.

Similar jobs