Information Technology Specialist (Customer Support)

Employer
USAJobs
Location
Washington, D.C
Posted
May 06, 2021
Closes
May 14, 2021
Hours
Full Time
Duties

Summary

This position is located in the Executive Secretariat, Office of Information Resources Management (S/ES-IRM). The Executive Secretariat (S/ES) is comprised of the Executive Secretary and four Deputy Executive Secretaries. The purpose of this position is provide Point of Care Customer Service, resolving customer related technical software and hardware problems in accordance with established policies and procedures of the Executive Secretariat, Office of Information Resources Management User.

Learn more about this agency

Responsibilities

  • The incumbent receives, responds to, and ensures complete resolution of any help center call, providing support in a manner that minimizes interruptions in customers' ability to carry out critical business activities.
  • Performs routine and recurring assignments in the Customer Support function including the installation, configuration, upgrade, and troubleshooting hardware and software components on employee desktop workstations.
  • Documents actions taken in the installation process.
  • Gives needed guidance to customers, either over the phone or in person, to prevent recurrences of problems encountered.


Travel Required

Occasional travel - Infrequent travel may be required.

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

  • Incumbent will be subject to random drug testing.
  • U.S. Citizenship is required.
  • Must be able to obtain and maintain a Top Secret security clearance.
  • One year probationary period, unless excepted by regulation.
  • Verification of employment eligibility in the United States is required.


Qualifications

Applicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Applicants applying for the GS-07 grade level must meet one of the following requirements: A. Have completed 1 full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.

OR

B. Have completed 1 full year of graduate level education from an accredited or pre-accredited institution that provided a MINIMUM of 24 semester hours in one or more of the fields identified in Choice A above AND required the development or adaptation of applications, systems or networks;

OR

C. Have completed a 4-year course of study leading to a bachelor's 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 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 AND have a grade-point average of "B" (3.0 or higher on a 4.0 scale) for all completed undergraduate courses or those completed in the last two years of undergraduate study;

OR

D. Have completed a 4-year course of study leading to a bachelor's 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 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 AND have a grade-point average of "B+" (3.5 or higher on a 4.0 scale) for all courses in your major field of study, or those courses in your major completed in the last two years of your undergraduate study;

OR

E. Have completed a 4-year course of study leading to a bachelor's 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 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 AND ranked in the upper one-third of your class in the college, university, or major subdivision;

OR

F. Have completed a 4-year course of study leading to a bachelor's 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 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 AND a member of a national honor society (other than freshman honor societies) recognized by the Association of College Honor Societies; Grade point averages should be rounded to one decimal point. For example, 2.95 is rounded to 3.0, and 2.94 is rounded to 2.9. NOTE: If more than 10 percent of your undergraduate course work (credit hours) was taken on a pass/fail or similar basis, your claim must be based on class standing or membership in an honor society. OR G. Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:
  • Attention to Detail - Mastery of systems administration concepts, methods, and practices to manage the delivery of a full range of Windows-based applications and hosting services that support both applications development and production activities.
  • Customer Service -Ability to interact effectively with individuals at all levels to plan and coordinate assigned responsibilities and to establish and maintain liaison with customer officials to provide the highest possible level of customer service.
  • Oral Communication -Ability to clearly communicate technical plans and coordinate the delivery of applications and infrastructure services in the specialty area.
  • Problem Solving - Expert ability to resolve virtually all problems that arise, including those involving controversial matters.

  • AND Have at least 1 full year of specialized experience equivalent to the GS-05 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following:

    - Experience installing, configuring, upgrading, troubleshooting and maintaining IT systems including workstations , peripherals, lines, switches, cables, hubs, scanners, laptops, and printers.

    -Experience applying standard problem resolution scripts or an established "decision tree".

    -Experience validating hardware and software inventories and resolving discrepancies in an automated database.

    NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Note: If you are qualifying based on education OR if there are mandatory education requirements listed under the Qualifications and Evaluations section, you MUST

    (1) submit a copy of your college transcript(s) with your application, and if selected, an official college transcript(s) will be required to verify education prior to employment;

    (2) transcripts MUST be legible AND include your name, major, school name/location, course title/number, date completed, grade, date degree conferred and number of credits earned;

    (3) if you attended more than one college you MUST submit a transcript from each institution if you wish your education to be considered in qualifying you for this position;

    (4) all college coursework that may be pertinent to qualifying you for the position MUST be included on the transcripts. If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you WILL lose consideration for this position.

    Education

    See the qualifications section of this vacancy announcement for education requirements, if applicable.

    Additional information

    For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or ReasonableAccommodations@state.gov .

    If eligible, applicants to this announcement may be referred to other positions in other Bureaus/Offices in the Department.

    EMPLOYMENT ELIGIBILITY VERIFICATION PROGRAM (E-Verify) - U.S. law requires organizations to employ only individuals who may legally work in the United States - either U.S. citizens, or foreign citizens who have the necessary authorization. This agency utilizes E-Verify to compare information from the Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA) records to confirm employment eligibility. If the employee's information does not match DHS and/or SSA records, the employee is given an opportunity to resolve the problem. If eligibility cannot be verified, employment will be terminated.

    How You Will Be Evaluated

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

    Your qualifications will be evaluated on the following knowledge, skills, abilities (KSAs) and other characteristics that are relevant to the duties of this position and must be fully supported by information in your resume:

    - Knowledge of IT systems development life cycle management concepts.

    - Knowledge of customer support concepts and methods.

    - Knowledge of installed systems bases

    Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. 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). Your resume should include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. For assistance with creating a resume, please click here .

    Qualified candidates are assigned a score between 70 and 100. Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) candidates must be rated "Well Qualified" for the position and earn a score of at least 85 (when applicants are rated in a range of 70 to 100) to receive consideration for selection priority. If, after reviewing your resume and self-assessment questionnaire responses and a determination is made that you have inflated your qualifications and/or experience, a score will be manually determined that reflects your documented experience. This may result in a lower score, which may also eliminate you from consideration for this position.

    Applicants must meet all the qualification requirements and submit any required supporting documentation by the closing date of this job opportunity. Your application package must contain sufficient information to make a valid determination that you fully meet the basic/specialized experience requirements as stated in this job opportunity announcement for each grade level(s) for which you are applying. Applicants found to be among the top qualified candidates will be referred to the hiring official for further consideration and possible interview.

    To preview questions please click here .

    Background checks and security clearance

    Security clearance
    Top Secret

    Drug test required
    Yes

    Position sensitivity and risk
    High Risk (HR)

    Trust determination process
    National security

    Required Documents

    All required documents listed below, that are applicable to you, must be submitted to our automated system "Gateway to State" by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.

    1. Resume - your resume or any other written format you choose should contain the required information as specified in the "How You Will Be Evaluated" section. Insufficient information will result in an ineligible rating.

    2. A completed online job specific self-assessment questionnaire through the Department's automated system "Gateway to State".

    3. Transcripts - if applicable, see the Qualifications section of the announcement. If selected, an official/sealed college transcript(s) will be required to verify education prior to employment.

    4. If you are qualifying based on other criteria listed under the Qualification Section of this announcement, you must submit the required supporting documentation (certificates, certifications, etc.) with your application by the closing date.

    5. Performance Appraisal - All current Federal employees and reinstatement eligible applicants must submit a copy of your most recent completed annual performance appraisal that includes the final rating. If a performance appraisal does not exist, is incomplete or unavailable, a Form DS-1812 (Applicant Appraisal) or equivalent form from another agency signed by the current supervisor is acceptable. Mid-year progress reviews will not be accepted.

    6. Current, former, and non-competitive Federal employees must submit SF-50s (Notification of Personnel Action) that show: effective date, position title, series, grade, salary, tenure, position occupied, full promotion potential, and name of agency. Examples include promotion & within-grade increase actions. Award SF-50s often do not show this information. Multiple SF-50s may be needed to show all information.

    7. Veterans who are preference eligibles OR who have been separated from the Armed Forces under honorable conditions (honorable or general discharge) after 3 or more years of continuous active service may apply under the Veterans Employment Opportunities act (VEOA). You must submit a DD-214 Certificate of Release or Discharge from Active Duty (Member Copy 4 is preferable) showing the dates you served as well as your type of discharge and qualifying service campaign medals OR if you are still on active duty, you MUST submit a certification on letterhead from your military branch which contains your military service dates, expected date of discharge or release, and the character of service to show that your military service was performed under honorable conditions. The expected date of discharge or release must be no later than 120 days after the certification is submitted for consideration for this job announcement.

    Current Federal employees applying under the Veterans Employment Opportunities Act (VEOA) must submit a qualifying SF-50 to show you meet time-in-grade requirements.

    If you are applying as a preference eligible with a compensable service-connected disability of 30% or more, in addition to the DD-214 or certification, you must also submit a current version of the SF-15 (Application for 10-Point Veteran Preference), dated October 2013, and the required supporting documents listed on that form. Previous editions of the SF-15 will not be accepted. For more information on veterans' preference, click here . To gain access to your DD-214 online, please visit: http://www.archives.gov/veterans/military-service-records/get-service-records.html.

    For more information on Veteran Authorities, consult the Vet Guide .

    8. CTAP/ICTAP eligibles must submit a copy of the appropriate documentation with their application. See links below:

    ICTAP Considerations
    CTAP Considerations

    9. If you are applying under a special hiring authority you MUST submit proof of eligibility with your application. For information related to special hiring authorities for severely disabled persons visit: http://www.opm.gov/disability/PeopleWithDisabilities.asp

    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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