SummaryWe've recently completed major IT modernization upgrades, to include Cloud migration, and are in search of a motivated, fast learner with a positive attitude to join our team!This position reports to the IT Director, who is located in the Paris, France Overseas Operations Office. You will serve as a primary contact for IT support to HQ and overseas customers, serving as a IT customer support specialist and systems administrator for hardware, software and systems worldwide. Learn more about this agency ResponsibilitiesThis position may be filled at any grade level up to the full performance grade level of GS-13. Applicants selected at a lower grade will be eligible for noncompetitive promotion following training/developmental assignments.In addition, highly qualified candidates may be eligible for any or all of the following:* Incentive Pay* Superior Qualifications/Special Needs Pay* Permanent Change of Station (PCS)Multiple positions may be filled from this announcement.Please note: This announcement will be open until the position is filled. Resumes received by January 14, 2021 will receive first consideration. You will serve as a primary contact for IT support to HQ and overseas customers, serving as a IT customer support specialist and systems administrator for hardware, software and systems worldwide.Your duties will primarily be related to the coordination, tasking, and the successful operation of the following areas:Desktop supportInfrastructure operation and maintenanceData backup and recoveryContinuity of OperationOffice productivity toolsEmailNetwork and telecommunication supportSecurity monitoring & responsesCoordinating with and assisting the IT Service DeskSetting up user accounts, giving adequate access permissions to users, and performing general IT and account access managementManaging IT training and reporting against the service level agreement to managementManaging the lifecycle of hardware and software such as deployment, optimization, support, and depositionMonitoring and troubleshooting branch site infrastructure including network and server environment, Wi-Fi infrastructure, or physical and logical access to facility.Monitoring and troubleshooting Office 365 application health, IaaS patches and updates, device conditional access and computer hardware and software updates.Serving as a technical support resource for users; prepares written guidance for users and for other systems administrators, including establishing user accounts and passcodes, and secure use of agency data and information.May serve as a 508 coordinator.May serve as a Contracting Officer's Representative (COR) on assigned projects.Perform other duties as assigned.You can preview the Assessment Questionnaire here.Travel Required Occasional travel - You may be expected to travel for this position on occasion.Supervisory status No Promotion Potential 13 Job family (Series) 2210 Information Technology Management Similar jobs Administrators, Network Security Computer Network Support Specialists Computer Security Specialists Computer Support Specialists Computer User Support Specialists Desktop Support Specialists Help Requirements Conditions of Employment US Citizenship. Suitable for Federal employment as determined by appropriate background investigation. Males born after 12-31-1959 must be registered with Selective Service. May be required to successfully complete a probationary/trial period. May be eligible for incentive pay. May be eligible for superior qualifications/special needs pay setting. E-Verify will be used to confirm employment eligibility on new employees. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov May be selected at any grade level up to GS-13. May be eligible for Permanent Change of Station (PCS) costs. QualificationsFor all grade levels for this position, individuals must have IT-related experience demonstrating each of the four competencies outlined 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.In addition to these four competencies, you must have the Specialized Experience as outlined:To qualify at the GS-11 Level:GS-11 Specialized Experience: One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 in the Federal service. Specialized experience for this position includes: providing IT help desk service delivery support activities to complex routine issues; and diagnosing and resolving problems in response to customer reported incidents; and researching, evaluating, and providing feedback on complex routine problematic trends and patterns in customer support requirements; and conducts testing and analyzes and evaluates results, maintains and helps develop problem tracking and resolution database.OREducation: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution 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.To Qualify at the GS-12 Level:GS-12 Specialized Experience: One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 in the Federal service. Specialized experience for this position includes: providing IT help desk service delivery support activities to complex issues; and diagnosing and providing solutions in response to customer related incidents; and designs and maintains record keeping system, developing and maintaining policies, procedures and standards; documenting programs and systems; and providing informal customer training; independently configuring, troubleshooting and maintaining a variety of hardware and software components; and conducting feasibility studies and recommends course of actions.Education cannot be substituted for experience at this grade level.To Qualify at the GS-13 Level:GS-13 Specialized Experience: One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 in the Federal service. Specialized experience for this position includes: providing technical reports or advice on IT architecture, acquisition, accreditation, system tailoring, etc.; and managing IT customer support programs, servicing mobile solutions, virtual infrastructures, and software; and overseeing compliance of IT activities; independently configuring, troubleshooting and maintaining a variety of hardware and software components; and conducting studies and making recommendations on current and future organizational IT capabilities & requirements.Education cannot be substituted for experience at this grade level.Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (eg, Peace Corps, AmeriCorps) and other organizations (eg, 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. Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. Your specialized experience/requirement(s) must be identified in your resume.Promotion PotentialThe selectee may be promoted to the next grade level and/or full performance grade level without further competition when all regulatory, qualification, training and performance requirements are met. Management may select at any grade level.Additional VacanciesThis announcement may be used to fill additional or similar vacancies at the same grade level(s).Time in GradeTime-in-grade restrictions apply for all candidates considered under Merit Promotion (generally applicants who have held a Federal civilian appointment within the previous 52 weeks). These applicants must have 1 year time-in-grade at the next lower level or equivalent to qualify.Closing DateOnly experience obtained by the closing date of the announcement, or by the date of application review for open continuous announcements, will be considered. Applicants qualifying through education, but who have not yet graduated or received final grades, may apply using their current grades at time of application. If selected, you will be required to verify final grades and/or produce additional documentation.Annual Leave Accrual CreditSelectees may be eligible to earn a higher annual leave accrual rate based on prior non-Federal or uniformed service work experience. The amount of service credit will be based on specialized experience or qualifying experience that is provided on the applicant resume and documentation submitted. EducationAdditional informationACTIVE DUTY SERVICE MEMBERS: Current military members may apply by submitting a "certification" of active service in lieu of a DD-214. A "certification" letter should be on letterhead of the appropriate military branch of the service and contain: (1) your rank; (2) dates of active duty service; (3) type of discharge and projected character of service (ie honorable); (4) projected Veteran's preference, if applicable; (5) date terminal leave begins, if applicable; (6) date of expected discharge or release that is within 120 days of your employment application submission; and (7) signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters. If selected, your qualifying separation, veteran's preference, and/or appointment eligibility will be verified prior to appointment. Active duty members that fail to provide a valid "certification" of service with their initial application will be found to have an incomplete application. Military members may be appointed before the effective date of their military retirement/separation if on terminal leave.Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.Interagency Career Transition Assistance Program (ICTAP): If you have never worked for the Federal government, you are not ICTAP eligible. View information about ICTAP eligibility on OPM's Career Transition Resources website. To receive selection priority, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position; and (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority, applicants must satisfy all qualification requirements for the position and have a rating of 85 or above.Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements, you may review the information at the following links:Persons with Disabilities-Schedule ASpecial Hiring Authorities for VeteransSpecial Hiring Authority for Certain Military SpousesOther Special Appointment AuthoritiesFamily of Overseas EmployeesPeace Corp/VISTAMales born after December 31, 1959 must be registered or exempt from Selective Service. Read more How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.Once the application process is complete, your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this job, your resume and supporting documentation will be compared to your responses on the Assessment Questionnaire. 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 an incomplete application. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration. Management will consider any Federal performance appraisals and/or awards you submit with your application as an indication of your experience and work history. These documents will not be scored as part of the assessment process.You will be rated on the following competencies for this position:Attention to DetailCustomer ServiceOral CommunicationProblem SolvingNetwork ManagementDesktop SupportIT SecurityTechnical CompetenceRead more Background checks and security clearanceSecurity clearance Not Required Drug test required No Position sensitivity and risk Noncritical-Sensitive (NCS)/Moderate Risk Trust determination process Credentialing, Suitability/Fitness Help Required DocumentsTo apply for this position, you must provide a complete Application Package which includes:1. Your resume listing work schedule, hours worked per week, dates of employment and duties performed, and Grade Level (for Federal employment); 2. Online Assessment Questionnaire, as completed through this Vacancy announcement;3. Other supporting documents:Cover Letter, optional;College transcript(s), only if qualifying based on education;Most recent SF-50 or Notification of Personnel Action showing you are/were in the competitive service and the highest grade or promotion potential held if applying as a Status, Transfer, or Reinstatement candidate with current or former Federal service;Most recent Federal Performance Appraisal if you are a current Federal employee;DD-214, SF-15 Form and VA letter, or certification of expected discharge or release from active duty for consideration under Veteran hiring authorities.4. Applicants applying under other authorities (disability/Schedule A, Peace Corps/VISTA volunteers, CTAP/ICTAP, Interchange, etc.) must submit the appropriate documentation establishing their eligibility.If you submit multiple copies of the same document, only your most recent uploaded document (by date & time stamp) will be considered.If your resume or supporting documents are illegible or unreadable, or if you fail to include any of the above mentioned required documents, you may lose consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. You may not be considered for any hiring eligibilities that you fail to list and/or support with proper documentation. If your application materials contain sensitive or inappropriate information, including but not limited to: photographs; classified or government sensitive information; copied and pasted portions of this job announcement; obscene information, etc., you may not be considered. Falsifying your background, education, and/or experience is cause for non-selection, disqualification from further consideration or withdrawal of tentative or final job offers. If you are relying on your education to meet qualification requirements: Education must be accredited by an accrediting institution recognized by the US 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 US 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. Help BenefitsA career with the US Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.