Student Trainee (Information Technology) (Customer Support)

Employer
USAJobs
Location
Washington, D.C
Posted
Aug 03, 2021
Closes
Aug 07, 2021
Hours
Full Time
Duties

Summary

OIG is organized into seven operational units: the Immediate Office of the Inspector General, Office of the Counselor, Office of Audits and Evaluations, Office of Healthcare Inspections, Office of Investigations, Office of Management and Administration, and Office of Special Reviews. In addition to the Washington, DC, headquarters, OIG has offices located in more than 60 locations throughout the country.
Learn more about this agency

Responsibilities

As a Student Trainee (Information Technology) (Customer Support), you will:
- Perform market research for new technology.
- Collect information from users and responds to customer requests in accordance with established procedures, instructions for special assignments, or readily available system information.
- Develop customer support policies, procedures, and standards.
- Perform research in emerging information technology, integration of data from different information systems, and capabilities of software programs.
- Provide recommendations to solve problems with hardware, software, internet/network, and SharePoint connection issues.

Travel Required

25% or less - 1-5 nights per month.

Supervisory status
No

Promotion Potential
9

Requirements

Conditions of Employment



The experience may have been gained in either the public, private sector or volunteer service . One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

Program Requirement:
If selected, you must: 1) sign a Pathways Internship Program agreement; 2) provide official documentation of enrollment and registration; 3) provide verification of academic status (transcript) at the end of each academic semester/quarter; 4) participate in mentorship opportunities; 5) complete 40 hours of professional development training; 6) prepare and implement an Individual Development Plan; 7) maintain satisfactory performance; and 8) complete 640 hours of work experience in order to be considered for conversion to a Career or Career-Conditional appointment. You may be made permanent upon graduation if you meet all qualifications, eligibility, and educational requirements, are recommended for conversion by your supervisor, and funding is available.
Key Requirements:
  • This is an Internship position with a career option.
  • You must be at least 16 years of age.
  • You must be and maintain good academic standing.
  • An application limit of 200 is being placed on this announcement.
  • Click "Print Preview" to review the entire announcement before applying.
  • Must be U.S. Citizens or U.S. Nationals.


  • Qualifications

    You must meet the following requirements by the closing date of this announcement.
    Basic Qualifications: You MUST meet the definition of a STUDENT for the duration of your appointment. The definition of a student is: an individual accepted for enrollment or enrolled and seeking a degree (diploma, certificate, etc.) in a qualifying educational institution, on a full or half-time basis (as defined by the institution in which the student is enrolled), including awardees of the Harry S. Truman Foundation Scholarship Program under Public Law 93-842. Students need not be in actual physical attendance, so long as all other requirements are met. An individual who needs to complete less than the equivalent of half an academic/vocational or technical course-load immediately prior to graduating is still considered a student for purposes of this Program.

    For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-07 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience includes experience performing IT Customer Support work that involves working independently, but within limited frame work of a supervisor, planning and delivering customer support principles and methods, including installation, configuration, troubleshooting, and communicating IT issues outside the business unit in order to provide first-contact customer service problem resolution.

    Examples of such experience could include:
    - Experience directly supporting IT specialists with technical issues or problem resolution; OR
    - Experience maintaining portions of process and procedure manuals; OR
    - Experience creating and implementing improvements to work processes and procedures.

    OR
    You may substitute education for specialized experience as follows:
    Master's degree or equivalent graduate degree, or
    2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Education should be 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. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

    Education

    The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page . If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions .

    Additional information

    Other information:
    -
    Incumbent may be converted to career conditional appointment if all requirements of the program have been met.
    -You must serve a trial period for the duration of the appointment.
    -You must maintain student status for the duration of the appointment.
    - Public Trust - Background Investigation will be required.
    -If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
    - Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
    - Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 . Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
    - Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
    - Obtain and use a Government-issued purchase card for business-related travel.

    How You Will Be Evaluated

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

    How You will be Evaluated: Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.

    Rating: Your application will be evaluated in the following areas: Communication and Technical. Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, A-Exceptionally Qualified, B-Highly Qualified, or C-Qualified, depending on your responses to the online questions, regarding your experience, education, and training related to this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

    Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.

    Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview and/or a writing assessment. Applicants who are selected for an interview may ask questions about the evaluation process at the time they are contacted for an interview.

    Background checks and security clearance

    Security clearance
    Not Required

    Drug test required
    No

    Required Documents

    A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).

    It is anticipated that there will be significant interest in the announcement. As a result, the announcement will close at 11:59 p.m. ET on the date of receipt of the 200th application or at 11:59 p.m. ET on 8/6/2021; whichever occurs first. Any required documents should be submitted at the time that you apply as documents will not be accepted after the vacancy closes.

    All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips .

    VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see applicant guide for required documentation . In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide.
    EDUCATION DOCUMENTATION: You MUST submit a copy of your transcript(s) designating semester or quarter hours earned or a course listing for the appropriate job specific question showing the type of information that appears on a transcript such as course title, department, hours earned (semester or quarter), and grade to ensure proper credit. You may submit unofficial transcripts with your application. However, if selected for the position, you will be required to submit your official transcript. All academic degrees and course work must be from accredited or pre-accredited institutions recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page . If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions .

    CURRENT PROOF OF ENROLLMENT: You MUST submit a copy of your current schedule or upcoming schedule as proof of enrollment. Must show proof of Summer 2021, Fall 2021, etc enrollment.

    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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