IT Specialist (Customer Support)

Employer
US Geological Survey
Location
Laurel, MD
Posted
Oct 14, 2021
Closes
Oct 17, 2021
Ref
145000371
Hours
Full Time
DutiesSummaryWhat General Information Do I Need To Know About This Position?Salary: $72,750 (Step 01) to $94,581 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.Open to current or former Federal employees: USGS-RES-21-11188531-ST-KFResponsibilitiesAs an IT Specialist within the Eastern Ecological Science Center, some of your specific duties will include:Participates in the planning and delivery of a full range of customer support services to the organization. Installs, configures, upgrades, and troubleshoots any hardware and software components.Receives, responds to and ensures complete resolution of any help center call; documents actions taken; gives needed guidance or training to customers to prevent recurrences; and assists more experienced specialists in resolving very complex problems.Monitor Network performance. Install network software and upgrades. Install and operate Voice over IP (VOIP). Set-up configure, diagnose complex Lan infrastructure to include routers, servers, and workstations.Configure and manage security software, perform self-assessment security audits.Travel Required25% or less - You may be expected to travel up to two nights per month for this position.Supervisory statusNoPromotion PotentialNoneJob family (Series)2210 Information Technology ManagementRequirementsRequirementsConditions of EmploymentKey Requirements:Applicants must be US Citizens.Suitable for Federal employment, as determined by background investigation.Selectee may be subject to serving a one-year probationary period.More requirements are listed under Qualifications and Other Information.Are There Any Special Requirements For This Position?Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appointment. Individuals who have delinquent account balances from a previous Government charge card will be required to satisfy their existing obligation before a new card can be issued.A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system.QualificationsIndividuals must have IT-related experience demonstrating each of the four competencies listed 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.For GS-11:Applicants must meet one of the following to qualify for the GS-11 level:**Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education (36 semester hours, 54 quarter hours or the equivalent) leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.**OR one year of appropriate specialized experience equivalent to at least the GS-09 level in the Federal service that demonstrates accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques; ie, on the basis of general design criteria provided, experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. To be creditable, accomplishments normally would have involved the following, or the equivalent: (1) Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; (2) Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and (3) Adaptation of guidelines or precedents to the needs of the assignment.You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.EducationExperience 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.Education completed in colleges or universities outside the United States may be used to meet the above requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit: .Additional informationReasonable Accommodation Requests:If you believe you have a disability (ie, physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: Information:Applicants who include vulgar, offensive, or inappropriate language or information in their application package will be ineligible for further consideration for this position.Under Executive Order 11935, only United States citizens and nationals (residents of American Samoa and Swains Island) may compete for civil service jobs. Agencies are permitted to hire non-citizens only in very limited circumstances where there are no qualified citizens available for the position.USGS employees are subject to Title 43, USC Section 31(a) and may not: (a) have any personal, private, direct or indirect interest in lands or mineral wealth of lands under survey; (b) have any substantial personal, private, direct or indirect interests in any private mining or mineral enterprise doing business with the United States; or (c) execute surveys or examinations for private parties or corporations.The application contains information subject to the Privacy Act (PL 93-579, 5 USC 552a). The information is used to determine qualifications for employment, and is authorized under Title 5, USC, Section 3302 and 3361.DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit Department of the Interior (DOI) places a high value on diversity of experience and cultural perspectives and encourages applications from all interested eligible candidates. Diversity, equity, inclusion, and accessibility (DEIA) are fundamental principles that guide the Department and allow us to successfully achieve our mission.THE FEDERAL GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER.AGENCY BENEFITS CONTINUED BELOWHow You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.AGENCY BENEFITS CONTINUEDAgency Benefits:USGS has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework in accordance with the DOI Telework policy and with supervisor approval. The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis.For additional information on our internal telework policy, please reference the Department of the Interior Telework Handbook at: for the US Geological Survey offers a comprehensive benefits package that includes paid vacation, sick leave, and holidays; health, life, dental, vision, and long term care insurance, flexible spending accounts, and participation in the Federal Employees Retirement System.-Basis of Rating: You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (eg, resume, supporting documents), the responses you provide on the occupational questionnaire, and the result of the online assessments required for this position. Category rating will be used in the ranking and selection process for this position. The quality categories are Best Qualified, Well Qualified and Qualified. Veterans' preference rules for category rating will be applied.You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):AccountabilityAttention to DetailCustomer ServiceCustomer ServiceFlexibilityIntegrity/HonestyInterpersonal SkillsLearningSelf-ManagementStress ToleranceTeamworkTechnology ApplicationInformation ManagementProblem SolvingProgram/Project ManagementIn order to be considered for this position, you must complete all required steps in the process. In addition to the application and occupational questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.-NOTE: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.To preview the announcement questionnaire, click here checks and security clearanceSecurity clearanceNot RequiredDrug test requiredNoPosition sensitivity and riskNon-sensitive (NS)/Low RiskTrust determination processCredentialingRequired DocumentsRequired DocumentsRequired documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments.To apply for this position, you must submit a complete Application Package which includes:1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.2. Other supporting documents:Reasonable Accommodation-If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here: this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide all unofficial transcripts (undergraduate, graduate, etc.) or list of course work, which includes semester hours earned and grade received, by the closing date of this announcement or you will be disqualified from further consideration. Please ensure that all documentation is legible.Veterans' Preference Eligibles-If you are claiming veterans' preference you must provide a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy or any official documentation or statement from the Armed Forces that confirms your dates of service and that your separation, discharge, or release from active duty was under honorable conditions (ie, Honorable or General Discharge). Note: If you have more than one DD-214 for multiple periods of active duty, submit a copy for each period of service.-If you are currently on active military duty, you must provide documentation (eg, campaign document, award citation, etc.), that verifies entitlement to veterans' preference and that your character of military service is honorable.-If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must also submit documentation that supports your claim, eg, an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of the Purple Heart, etc. The overall rating must be identified on your certification letter or separation orders. Documentation must be received by the closing date shown in this vacancy announcement. If you fail to submit any of the required documentation, you will not be granted veterans' preference.Additional information on veterans' preference can be found in the VetGuide.Career Transition Assistance Plan (CTAP) & Inter-agency Career Transition Assistance Plan (ICTAP) Eligibles-If you are claiming CTAP/ICTAP eligibility, the Servicing Human Resources Office must receive proof by the closing date of this announcement that you meet the requirements of 5 CFR 330 Subpart F for CTAP and 5 CFR 330 Subpart G for ICTAP or you will not receive priority consideration. This includes:copy of the agency notice;your most recent Performance Rating; andyour most recent SF-50 noting current position, grade level, and duty location.If you are a CTAP or ICTAP eligible, you will be considered well qualified if you earn a minimum score of 85 (prior to the assignment of veteran's preference points). For more information on CTAP/ICTAP please click here.Eligibility for Special Appointing AuthoritiesIf you are applying for this position based on eligibility under a special appointing authority, you must submit proof that supports your claim by the closing date of the announcement. If you fail to submit proof, you will not receive consideration under the special appointing authority. Below is a list of the most common authorities and the documentation requirements. If you're eligible for an authority not listed, you are responsible for submitting documentation that's appropriate for that specific authority.-30% or More Disabled Veteran - Submit a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy; and an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, , etc. Additional information can be found in the VetGuide.-Veterans Recruitment Appointment (VRA) - NOTE: The VRA authority only applies to positions at the GS-11 level or lower. Submit a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy; and if applicable, an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of a campaign badge or Armed Forces Service Medal, etc. Additional information can be found in the VetGuide.ELIGIBILITIES CONTINUED BELOWIf 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 accredi

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