IT Specialist (CustSpt)

Employer
USAJobs
Location
Washington, D.C
Posted
Dec 01, 2021
Closes
Dec 09, 2021
Function
IT
Hours
Full Time
Duties

  • Plans and carries out difficult and complex assignments in the delivery of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
  • Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
  • Installs, configures, troubleshoots, and maintains customer hardware and software.
  • Provides customer training.
  • Develops customer support procedures, standards, and performance metrics for the organizations serviced.
  • Drafts, reviews, and provides comments on procedures, standards and metrics from higher levels within the organization.
Duties will be developmental in nature when filled below the full performance level.

Requirements

Conditions of Employment


  • U.S. Citizenship required.
  • Appointment subject to background investigation and favorable adjudication.
  • Meet Selective Service Registration Act requirement for males.
  • Complete the initial online assessment and USAHire Assessment, if required.
  • Selectee will be required to participate in the Direct Deposit Electronics Funds Transfer Program.
  • Any individual who is currently holding, or has held within the previous 52 weeks, a General Schedule position under non-temporary appointment in the competitive or excepted service, must meet time-in-grade requirements (must have served 52 weeks at the next lower grade or equivalent in the Federal service). Time-in-grade requirements must be met by the closing date of this announcement. Time-In-Grade requirements also apply to former Federal civilian employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
  • You may be required to operate a government (or private) motor vehicle as part of your official duties. Prior to your first official motor vehicle operation, and again every year thereafter (or more frequently if management determines such need exists), you will be required to sign an affidavit certifying to your possession of a valid State issued driver's license that is current and has not been revoked, suspended, canceled, or otherwise disqualified in any way to prohibit your operation of a motor vehicle. You will also submit a photocopy of your valid State issued driver's license prior to your first official motor vehicle operation, and again every year, or more frequently if management determines such need exists.
  • You may be required to work evenings, weekends, and overtime when needed.
  • If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.
  • You may be required to travel overnight away from home up to 2 nights per month. You must obtain a government charge card for travel purposes.
  • You may be required to complete training and obtain/maintain a government charge card with travel and/or purchase authority.
  • You will be required to complete a Confidential Financial Disclosure Report, OGE-450 on an annual basis.


Qualifications

All qualifications must be met by the closing date of this announcement-12/14/2021-unless otherwise stated in this vacancy announcement.

Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 as part of your application to be used to validate your work schedule and determine the amount of specialized experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience . For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience.

For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected.

To qualify for this position at the GS-11/12 grade level, individuals must have IT-related experience demonstrating each of the four competencies listed below by close of the announcement:

1. Attention to Detail - - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving - - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

For the GS-11 level: At least one full year of specialized experience comparable in scope and responsibility to the GS-9 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience is experience that demonstrated the knowledge, skills, and abilities necessary to perform successfully the duties of the position to be filled. Examples of qualifying specialized experience include, but not limited to the following: ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Demonstrate the following: providing management oversight of an organization's information technology Cyber Security program developing and implementing strategic goals to ensure information technology policies and plans are aligned with business requirements. OR Successful completion of a Ph.D. or equivalent doctoral degree or three full years of progressively higher-level graduate education leading to such a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; possess such a degree that included a minimum of 24 semester hours in one or more of the fields identified above that required the development or adaptation of applications, systems or networks. OR
Successful completion of a combination of education and experience as described above or the three years of graduate study in a field directly related to the work of this position but I have an equivalent combination of such education and experience. For example, I have six months, of the specialized experience (50% of the experience requirement), and 45 semester hours or 68 quarter hours of directly related graduate level education in an accredited education institution (50% of the qualifying education).

For the GS-12: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience is experience that demonstrated the knowledge, skills, and abilities necessary to perform successfully the duties of the position to be filled. Specialized experience is experience that demonstrated the knowledge, skills, and abilities necessary to perform successfully the duties of the position to be filled. Examples of qualifying specialized experience include, but not limited to the following: ensuring the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Demonstrate the following: providing management oversight of an organization's information technology Cyber Security program developing and implementing strategic goals to ensure information technology policies and plans are aligned with business requirements.

You must include hours per week worked.

Volunteer Experience: 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). 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

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

There is no substitution of education for experience at the grade level GS-12 of this announcement.

Additional information

A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.

Promotion to the full performance level is neither guaranteed nor implied and will be based solely on your ability to satisfactorily perform the work of the position, existing work at the higher grade level, and recommendation by the position's supervisor.
Physical Demands: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.

Working Conditions: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment.

The National Park Service has determined that the duties of this position are suitable for tele-work and the selectee may be allowed to tele-work with supervisor approval.

If you are unable to apply online or need to fax a document that you do not have in electronic form, view the following link for information regarding an Alternate Application. Click the following link for more information, https://help.usastaffing.gov/Apply/index.php?title=Alternate_Application_Information .

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