Duties

Summary

This position is located in the Office of Finance and Operations (OFO), Office of Business Support Services, Customer and Systems Support Division (CSSD . The CSSD maintains Education's OBSS (EDCAPS) Help Desk and provides assistance to internal and external customers in tracking and resolving end-user application issues or inquiries as they relate to OBSS Systems, which is comprised of the Department's financial, procurement, grants, travel systems and other ancillary systems.

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Responsibilities

APPLICATION LIMIT: This vacancy announcement is limited to the first 50 applications received and will close at 11:59PM Eastern Time on the day that we receive the 50th application, or at 11:59PM Eastern Time on the listed closing date, whichever occurs first.

Management & Program Analyst, GS-343-09, the incumbent performs the following duties:

• Provide Help Desk support for internal and external customers through tracking and resolving end-user application issues or inquiries.
• Creates accurate and timely incident reports and monitors customer inquiries to provide support for resolution and closure and escalates issues as needed.
• Improve services by identifying support call trends and developing strategies for addressing the most frequently reported issues while acting as a liaison between customers and internal support staff to ensure collaboration at all levels.
• Identifies, researches, and analyzes financial reports and customer records and reconciles customer accounts.
• Routinely interacts orally and in writing with peers, senior level officials and customers. Acts as liaison between customers and internal support staff to ensure accurate problem interpretation.

Travel Required

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

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

• Background investigation is required.
• You may be subject to serve a one-year probationary period.
• Males 18 and over must be registered with the Selective Service.
• Must be a US Citizen

You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement.

If you are a current federal employee, you must meet all time-in-grade and time-after competitive appointment qualifications within 30 days of the closing date of this vacancy announcement. To verify that you meet these requirements, we will review your responses to the core eligibility questions on the occupational questionnaire, as well as your submitted resume and required documents. To make an accurate determination, you will need to include on your resume your federal position title, pay plan, occupational series, grade level, agency, dates for which you held the grade level (stated as MM/YYYY to MM/YYYY, OR MM/YYYY to PRESENT), and total hours worked per week.

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).

Qualifications

Specialized Experience for the GS-09

At least one year of experience equivalent to the GS-07 performing all three (3) of the following duties or work assignments:

1. Experience working in a help desk environment using call tracking and automated call distribution applications.

2. Experience resolving help desk requests with internal and external customers either orally or in writing.

3. Experience in troubleshooting system issues, monitoring requests and escalating issues when necessary. Specifically, experience in federal financials, procurement, travel, and grant systems.

Knowledge, Skills, and Abilities (KSAs)

The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs). You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement).

1. Knowledge of using a helpdesk call tracking system to enter and monitor customer calls in order to analyze, troubleshoot and provide support for problems experienced by internal and external customers.

2. Knowledge of qualitative and quantitative techniques to measure effectiveness and efficiency of assigned help desk inquiries for resolution.

3. Skill in applying analytical and evaluative methods and techniques to develop procedures and approaches to identify and resolve significant issues and problems.

Education

You may meet the minimum qualifications of this position by meeting the following education options.

(GS-9)

Two years of graduate education (beyond a bachelor's degree).

or

A master's degree or equivalent degree. or

LL.B. or J.D., if related

or

A combination of specialized experience and education that when taken as a percentage of the required education and experience total 100% or more.

Foreign Education:

Education completed in foreign colleges or universities may be used to meet education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States. It is your responsibility to provide such evidence when applying. Click on the link for a list of accrediting organizations recognized as specializing in interpretation of foreign education credentials.

Additional information

Veterans' Career Counseling: If you are a veteran interested in receiving tips on preparing a Federal resume and/or how to prepare for an interview, you may email sro_recruiting@ed.gov to schedule a session with a career counselor ("Veterans Counseling Session" should be placed in the subject line of the email).

Suitability and Investigation: If selected for this position, you will be required to complete the Declaration for Federal Employment (OF-306) to determine your suitability for federal employment and successfully complete a pre-appointment investigation/background check.

Essential/Non-Essential: This position is considered non-essential for purposes of reporting to work during federal government closures.

Financial Disclosure: This position does not require a financial disclosure.

Telework: This position is telework eligible. At the discretion of the supervisor, generally employees may be authorized to telework one day per week if they are on regular 8-hour work schedule. Teleworkers may participate in some Alternative Work Schedules (AWS) in combination with a Telework Agreement. However, all employees must work from the official worksite location a minimum of four (4) days per work week.

Bargaining Unit: This position is included in the bargaining unit.

Selections: Agencies have broad authority under law to hire from any appropriate source of eligibles and may fill a vacancy in the competitive service by any method authorized. We may make additional selections from this vacancy announcement within 90 days from the date the selection certificates are issued, should vacancies occur. We may also share selection certificates amongst program offices across the agency.

How You Will Be Evaluated

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

We use a multi-step process to review and evaluate applicants:

1. Eligibility and Minimum Qualifications
Once the vacancy announcement closes, we will review your submitted resume and documents to determine if you meet the eligibility and minimum qualification requirements, including any required education, experience, and/or selective placement factors. You will be rated as ineligible if you are outside of the area of consideration (i.e., who may apply) or your application is missing any required documents. You will be rated as not qualified if you do not possess the minimum qualification requirements.

2. Rating and Ranking
If you are found to meet both the eligibility and minimum qualification requirements, we will assess the quality of your experience and the extent to which you possess the required KSAs by comparing your submitted resume and documents against your responses to the occupational questionnaire. (The occupational questionnaire is the list of questions in the automated system that you will have an opportunity to answer once you apply for the position).

Based on the outcome of this evaluation, you will be assigned a numerical score (out of 100 possible). If your responses to the occupational questionnaire are not substantiated by your submitted resume, you may be eliminated from receiving further consideration.

3. Referral and Selection
If you are found to be amongst the most highly qualified applicants, you will be referred to the selecting official. As part of the assessment and selection process, the selecting official may invite you to participate in a structured interview, check your references, and/or request that you submit a writing sample or complete a written assessment or exercise to further evaluate your qualifications for this position.

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
Suitability/Fitness

Required Documents

You must submit (REQUIRED FOR ALL APPLICANTS):
• A resume demonstrating your education, experience, training, and accomplishments as it relates to the qualifications for this position and substantiating your responses to the occupational questionnaire.

If you are a current or former federal employee (including current U.S. Department of Education employees), you must also submit:
• A Notification of Personnel Action (SF-50), which demonstrates your competitive status eligibility. To verify your eligibility, we will review your SF-50 to determine your tenure (block 24) and position occupied (block 34). Examples of sufficient SF-50s include appointments, promotions, within-grade increases, and pay adjustments.

If you currently hold or previously held a federal position at or above the highest grade of this position or you have/had promotion potential at or above the highest grade of this position, you must also submit an SF-50 documenting your highest grade level held or promotion potential. Examples of sufficient SF-50s include appointments and promotions.

• A Copy of your Performance Appraisal and Awards, as applicable. Your performance appraisal and awards are requested to further assess the quality of your experience should your application be referred to the selecting official.

If you are claiming eligibility under the Veterans Employment Opportunities Act (VEOA), you must submit:
• A copy of your DD-214 that shows active service and character of discharge, member copy 4 (Separated Members only); OR
• A certification of expected discharge or release from active duty under honorable conditions within 120 days from the date of application (Current Active Duty Members only); AND/OR
• The Application for 10-Point Veteran Preference (SF-15) AND all documents indicated on the form as proof of type of preference.

If you are claiming selection priority under Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP), please visit:

CTAP: http://www.ed.gov/about/jobs/open/edhires/ctap.html

ICTAP: http://www.ed.gov/about/jobs/open/edhires/ictap.html

If you are claiming eligibility under any Special Hiring Authority, you must submit:
• Adequate proof of your eligibility (e.g., Documentation of noncompetitive eligibility as a returned Peace Corps Volunteer, Documentation of noncompetitive eligibility for employment under Schedule A as a person with severe physical disabilities, psychiatric disabilities, and intellectual disabilities.)

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.