Information Technology Specialist, GS-2210-13 DE (Customer Support)

Employer
USAJobs
Location
Alexandria, Virginia
Posted
Sep 16, 2020
Closes
Sep 23, 2020
Hours
Full Time
Duties

Summary

The position is located in the Customer Support and Assessment Branch (CSAB), Division of Information Systems (DIS), Office of Information and Resource Management (OIRM). The CSAB is responsible for management of NSF's IT Customer Care Program to include Customer Relationship Management.

Learn more about this agency

Responsibilities

Duties include:
  • The IT Specialist participates on a variety of project teams in order to bring the proven industry standard customer service focus to new or existing programs or services.
  • The incumbent may serve in a variety of capacities as they relate to the delivery of a comprehensive and overarching service delivery program.
  • Maintains professional relationships with customers of diverse needs while delivering comprehensive support and consultation services in the planning for, and execution of, customer IT requirements.
  • Evaluates effectiveness of services delivered by DIS and offers suggestions for improvement, anticipates, and assesses customers' IT needs and identifies or tailors products and/or services to meet their needs, and is solutions driven.
  • Maintains and delivers Customer outreach for new employees.
  • Educates and promotes new services and ensures that communication tools are used effectively and that customers receive necessary information that is clear, comprehensive and to the point.
  • Provides content inputs /updates to the inside DIS web site.
  • Supports for external clients includes the preparation and delivery of presentations at relevant NSF sponsored conferences and events.
  • Maintains currency of presentation materials by working cooperatively with DIS subject matter experts to ensure materials are updated in a timely manner.

Competencies:
  • Attention to Detail
  • Customer Service
  • Problem Solving
  • Oral Communication


Travel Required

Not required

Supervisory status
No

Promotion Potential
13

Requirements

Conditions of Employment

  • Background investigation.
  • Selective Service registration required for male applicants, unless exempt.
  • US citizenship.


It is NSF policy that NSF personnel employed at or IPAs detailed to NSF are not permitted to participate in foreign government talent recruitment programs. Failure to comply with this NSF policy could result in disciplinary action up to and including removal from Federal Service or termination of an IPA assignment and referral to the Office of Inspector General. Foreign Talent Definitions

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 answer all job-related questions in the NSF eRecruit questionnaire.

All online applicants must provide a valid email address. If your email address is inaccurate or your mailbox is full or blocked, you may not receive important communication that could affect your consideration for this position.

This position is in the bargaining unit.

Qualifications

Basic Requirements:

Applicants must have ITrelated experience (which may be obtained by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate) demonstrating each of the four competencies listed below:

1. Attention to Detail ‐ Is thorough when performing work and conscientious about attending to detail.
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.
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.
4. 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 competencies, applicants must meet the specialized experience listed below:

For the GS-13 level you must have at least one year of specialized experience equivalent to the GS-12 level in Federal service. Examples of specialized experience may include: evaluating system performance data to identify and address inefficiencies; providing oversight in the integration of information technology systems to ensure compliance with software and business requirements; providing guidance in the development and implementation of information technology policies and procedures; and developing alternatives for addressing complex issues with information technology system performance.

Education

Education may enhance skills required for this position; however, no substitution of education for specialized experience may be made at this level.

Additional information

Relocation Expenses will not be paid.

Interagency Career Transition Assistance Program (ICTAP):
ICTAP and CTAP provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP or CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP or CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. To be well-qualified you must meet the following: OPM qualification requirements for the position, all selective factors, where applicable; special OPM approved qualifying conditions for the position; is physically qualified with reasonable accommodation, where appropriate, to satisfactorily perform the duties of the position upon entry; and receives a rating of at least "Very Good" on the questionnaire. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP or CTAP eligibility, or a copy of your separation personnel action form.
Additional information regarding ICTAP or CTAP eligibility is available from OPM's Career Transition Resources

Veteran's Preference:
If you are entitled to veterans' preference, you should indicate the type of veterans' preference you are claiming on your resume. Your veterans' preference entitlement will be verified by the employing agency. For 5-point veterans' preference, please provide your DD-214 (Certificate of Release or Discharge from Active Duty), official statement of service from your command if you are currently on active duty, or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions. For 10-point veterans' preference, please submit a Standard Form (SF) 15, Application for 10-Point Veteran Preference, DD-214, and the required documentation as specified on the SF-15.

NSF has determined that all of its positions are eligible for telework. Work suitable for telework depends on job duties; therefore, employees must receive approval from their supervisor for telework and have a telework agreement in place. Entering into a telework agreement is voluntary.

For additional information on the NSF eRecruit system, please visit our NSF eRecruit Applicant Guide .

This announcement may be used to fill like positions in other organizations within the National Science Foundation.

The Selected Candidate(s) may be subject to a background investigation.

How You Will Be Evaluated

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

Category rating procedures will be used to rank and select eligibles. Based on your responses to the occupational questionnaire, you will be assigned a score. Your score will determine in which of three categories you will be placed: Excellent, Very Good, or Good. Under this process, veterans will be assigned to the appropriate category (without additional preference points) and then placed at the top of their category.

Veterans with service-connected disability of 10% or more will be placed at the top of the highest quality category.

The information contained in your resume and supporting documentation will be compared to your responses to the Occupational Questionnaire to determine the degree to which you meet the competencies required of this position. Please ensure you answer all questions accurately. Your responses are subject to verification. In support of your responses provided in the Occupational Questionnaire, your resume should include verbiage that describes your experience relative to the position for which you are applying and provide examples that show the depth of knowledge, level of skill, or degree of ability you possess. If your application does not support your responses to the Occupational Questionnaire or your application is not complete, it may affect your evaluation or result in your name being removed from further consideration. In some cases, additional assessment processes may be used.

Applicants eligible for selection preference under the Interagency Career Transition Assistance Plan (ICTAP) or CTAP must meet the agency definition of "well qualified." In NSF categories, this means at least "Very Good."

To preview questions please click here .

Background checks and security clearance

Security clearance
Other

Drug test required
No

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process

Required Documents

All applicants should submit a resume/CV of their choice, and may also submit a cover letter.

Additional Documents, if applicable, may include:

Veteran's Preference Documentation (DD-214 and SF-15): If you are eligible and claiming 5-point veteran's preference, you MUST submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veteran's preference, you MUST submit a copy of your DD-214, SF-15, "Application for 10-Point Veterans' Preference" and the documentation required by the SF-15. (Please note: An SF-50, Notification of Personnel Action, showing veterans' preference will not be accepted as proof of entitlement.)

CTAP/ICTAP Documentation: If you are applying under CTAP or ICTAP, you MUST submit proof of eligibility under 5 CFR 330.602(a) for CTAP and 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of your most recent performance rating, and a copy of your most recent SF-50 (Notification of Personnel Action) showing your position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP or ICTAP eligible.

Performance appraisals and awards may be considered during the evaluation process if voluntarily submitted.

We also ask that you complete and submit the Applicant Survey . This will help NSF to ensure that our recruiting efforts are attracting a diverse candidate pool; it will be used for statistical purposes only.

All uploading must be completed before 11:59 PM Eastern time on the vacancy closing date.

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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