Duties

Summary

Who May Be Considered:

• Status Candidates
• Veterans
• Land Management Eligibles under the Land Management Workforce Flexibility Act

View common definitions of terms found in this announcement.

You must be within the local commuting area (50 miles of duty location) of Washington, D.C. to apply (this restriction does not apply to VEOA eligibles).

One or more positions may be filled through this announcement.
Learn more about this agency

Responsibilities

As an IT Specialist (Customer Support), you will be responsible for:

• Provide operational IT support for OSC's customers, including the full cycle of help desk ticket requests, troubleshooting, and resolution.
• Ensure the rigorous application of information security policies, principles and practices.
• Ensure that the IT environment is kept current.
• Develop and implement standard operating procedures and best practices documents.
• Fulfill other responsibilities supporting the IT branch

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 or national.

You must be able to pass a background investigation.

You may be required to serve a 1 year probationary period.

You must meet eligibility and qualification requirements by the closing date of this announcement.

A background security investigation will be required for all new hires. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet those requirements will be grounds for termination.

Privacy Act Information: The application that you submit for this position contains information subject to the Privacy Act of 1974 (P.L. 93-579, 5 U.S.C. 552a). Information regarding this Act is available upon request in the Office of Special Counsel.

Selected candidate will be required to complete a "Declaration of Federal Employment" (OF-306) prior to being appointed to determine their suitability for Federal employment and to authorize a background investigation. False statements or responses on your resume can jeopardize your employment opportunity and subject you to disciplinary action, including removal from Federal service.

Status candidates must meet time-in-grade/band requirements (52 weeks at the next lower grade).

Work hours are 9 - 5:30.

Must be able to lift and mount equipment - up to 100 pounds

To be eligible for consideration, all forms and documents must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of this announcement.

Qualifications

In order to be qualified for this position, you must possess:
One year of specialized experience equivalent to at least the GS-07 within the Federal service (or equivalent in an alternate pay system) monitoring and updating IT systems and networks; installing and implementing IT security programs; and troubleshooting customer problems on various pieces of hardware and software.
In addition, you must possess IT related experience in 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.
Your resume must fully document how you meet both the specialized experience and each of the listed competencies.

- OR -

Two years of progressively higher level education leading to a Master's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.

The following certifications are preferred but not required:

• CompTIA: A+CE; Network + CE; Security + CE;
• ITIL
• COBIT
• Microsoft Certified Professional: Windows; Active Directory

Education

ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that 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 . You must provide translated transcripts.

Additional information

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be rated well-qualified by scoring 85 or better on the assessment. Additional information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ctap_guideline.pdf.

Males born after 12/31/1959 must be registered or exempt from Selective Service (see www.sss.gov ).

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 .

If you are a veteran claiming 5-point veterans' preference, you must submit a copy of your DD-214 (Member Copy 4) or an official statement (including Character of Service) from your command if currently on active duty. If you are claiming 10-point veterans' preference, in addition to the DD-214, you must also submit a Standard Form 15 (Application for 10-Point Veteran Preference) and the required supporting documents listed on that form. For more information on veterans' preference see http://www.fedshirevets.gov/ .Veterans Employment Opportunities Act (VEOA): To be eligible for a VEOA appointment, the veteran must 1) be a preference eligible; or 2) be a veteran separated after 3 or more years of continuous active service performed under honorable conditions. (you must submit a DD214-member copy 4).

Noncompetitive Appointment Authorities: The following links contain information on the eligibility requirements to be considered under a noncompetitive appointing authority:
Persons with Disabilities-Schedule A
Special Hiring Authorities for Veterans
Special Hiring Authority for Certain Military Spouses
Other Special Appointment Authorities

How You Will Be Evaluated

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

Once the application process is complete, a review of the best-qualified applications will be conducted. The résumé and supporting documentation will be compared against the applicant's responses to the assessment questionnaire to determine if the applicant is qualified for this job. If, after reviewing the applicant's résumé and supporting documentation, a determination is made that the applicant has inflated his/her qualifications and/or experience, the applicant may lose consideration for this position and/or the applicant's score may be adjusted to more accurately reflect his/her skills and abilities. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

For Competitive Merit Promotion applicants: The highest rated candidates will be referred to the hiring agency.

For Non-Competitive applicants: All eligible candidates will be referred to the hiring agency.

You will be evaluated on the following knowledge, skills, abilities (KSAs) /competencies:

• Configuration Management
• Customer Service
• Information Assurance
• Network Management
• Oral Communication
• Writing

Although you should not submit a separate statement addressing the KSAs/competencies, evidence of each must be clearly reflected in your cover letter and resume. We recommend your cover letter and resume include examples that are clear, concise, and emphasize your level of responsibilities, the scope and complexity of the functions, activities, or services you managed; level of contacts; the sensitivity and criticality of the issues you addressed, and the results of your actions. Please DO NOT submit a separate statement addressing the competencies.

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

The following documents are required and must be received by email by 11:59 pm EST on the closing date of this announcement:
1. Cover Letter (optional)
2. Résumé (Please include full descriptions of duties and responsibilities that include the from and to dates (month/year). For the current position held, you may put the from date to present.)
3. Other supporting documents

• Transcripts, if applicable
• Veteran's documentation (DD-214 member 4 copy, dated VA Letter, SF-15), if applicable
• CTAP or ICTAP documents, if applicable
• SF-50 (Notification of Personnel Action), if applicable: Current career and career-conditional Federal employees must submit a copy of their most recent SF-50, which shows competitive service appointment, tenure group, grade, and salary. If you are applying for a higher grade, you must provide an SF-50 which shows the length of time you have been in the next lower grade level. (Examples of appropriate SF-50s include promotions, with-in grade/range increases, and SF-50s one or more years old).
• Non-competitive eligibility supporting documentation, if applicable.

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.