CUSTOMER SUPPORT SPECIALIST

Summary

This position is located within the OCIO, Enterprise Services Division (ESD), Customer Support Branch, Service Delivery Section, Applications Support Unit.

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Duties

• Serves as a subject matter expert and internal escalation point of contact, providing internal assistance and consultation services related to specific OCIO products and services.
• Serves as the support center internal escalation point and SME for customer issues unable to be resolved by support center staff.
• Performs comprehensive research, troubleshooting, and testing of application, system, or technology infrastructure problems to diagnose and take action to resolve the problem.
• Analyzes and documents support center problems and their resolutions.
• Develops and administers training for Support Center personnel on business processes/procedures, specific application/system requirements or changes, or other individual/ group training as needed.

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Requirements

Conditions of Employment

• U.S. Citizenship is required.
• Suitable for Federal employment, determined by background investigation.
• Direct Deposit of pay is required.
• Selective Service registration required for male applicants, unless exempt.
• Status candidates must meet time-in-grade (see Qualifications).

Physical worksite location: Lakewood, CO, Reston, VA, Washington DC

• Applicants who live within the local commuting area of the duty locations listed above (50-miles or less from the worksite) are required to perform work onsite and may be eligible for telework in accordance with agency policy.
• Applicants who live outside the local commuting area (51-miles or more from the worksite) may be eligible for a long-distance remote work agreement.

Qualifications

Specialized Experience:

One year of specialized experience equivalent to at least the GS-11 grade level. Specialized experience for this position includes, but is into limited to, utilizing, and supporting federal travel and training systems. For travel systems this involves assisting employees with travel requests, reimbursements, setting up travel arrangements, resolving navigation issues, and addressing system errors. Experience collaborating with Bureau leads to resolve process issues and ensure streamlined operations. For training duties include assisting employees with navigation, resolving system errors, and verifying training records. Experience in workflow management, reporting, data analysis, and addressing complex issues with in both travel and training systems.

Only experience obtained by the closing date of this announcement will be considered.

TIME-IN-GRADE: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower grade, with few exceptions outlined in 5 CFR 300.603(b).

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). You will receive credit for all qualifying experience, including volunteer experience.

Additional information

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA 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 RA, please review the Procedures for Requesting a RA for Online Assessments here.

Career Transition Assistance Programs: CTAP provides placement assistance to permanent Federal employees who are surplus, displaced, or involuntarily separated. To be considered under CTAP, applicants must be well-qualified (i.e., meet the minimum qualification requirements, including any selective placement factors; education, and experience requirements), score at least 85 on the assessment questionnaire, and be able to perform the duties of the position upon entry. Please refer to Required Documents section for additional details. For information on CTAP visit here:

Appointment Authorities: For more information on appointment authority eligibility requirements:

Persons with Disabilities-Schedule A

Special Hiring Authorities for Veterans

Telework Suitability:

The duties of this position are suitable for occasional telework and the selectee may be allowed to telework with supervisor approval and if they meet the eligibility criterion in the 2010 Telework Act.

Stipulations of Employment:

Selection may require completion of a 1-year probationary period.

Work Schedule:

This position allows for a flexible work schedule.

Miscellaneous:

This position is covered by the American Federation of Government Employees (AFGE), Local 5934.

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 http://www.uscis.gov/e-verify.

This vacancy announcement may be used to fill similar positions within 90 days.

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• Benefits
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• A career with the U.S. 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.
• Review our 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.

How You Will Be Evaluated

You 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 rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.

You will be evaluated based on how well you meet the qualifications and competencies listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the USA Hire Competency Based Assessment(s) required for this position (if applicable). You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

Note: Duplicative competencies indicate that the competency is being assessed in both the Assessment Questionnaire and USA Hire Competency Based Assessment.

• Attention to Detail
• Customer Service
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Oral Communication
• Reading Comprehension
• Reasoning
• Self-Management
• Self-Management
• Stress Tolerance
• Teamwork
• Teamwork
• Technical Competency – Automated Administrative Systems
• Written Communication

In order to be considered for this position, you must complete all required steps in the process. In addition to the application and Assessment Questionnaire, this position requires an online USA Hire Competency Based Assessment. The online assessment measures critical general competencies required to perform the job.

Due Weight Consideration is a review process used to provide consideration to performance appraisals and awards submitted with each application on a used merit promotion certificate and factoring the results into the merit promotion selection process.

Please submit 1) a copy of your most recent performance appraisal/evaluation and 2) a list of any awards (e.g. superior performance awards, special act or achievement awards, quality step increase, etc.) you received in the last 5 years. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. If you do not have your most recent performance appraisal/evaluation, please submit a statement as to why it is not available. Please indicate if any prior performance appraisals/evaluations were at an acceptable level.

It is your responsibility to obtain and upload your performance appraisal/evaluation and/or list of awards prior to the closing of the vacancy announcement.

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How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section of this vacancy.

The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration.

The application process is as follows:

1. To begin the application process, click Apply Online button.
2. Answer the questions presented in the application and attach all necessary supporting documentation. You may preview the Application Questionnaire at:https://apply.usastaffing.gov/ViewQuestionnaire/12642416
3. Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
4. Read the Eligibility questions carefully. The questions address if you are eligible to apply to this JOA. Your responses will affect your consideration for the position. You may qualify for more than one eligibility, so please choose carefully. You will only be considered under the options you have selected. If you respond that you do not meet any of the eligibility questions, you will not be considered for this position.
5. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click “Track this application” to return to your assessment completion notice.
6. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
7. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
8. Set aside at least 3 hours to take the assessment; however, most applicants complete the assessment in less time. If you need to stop the assessment and continue at a later time, you can re-use your unique assessment link.
9. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.

For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Edit Application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

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Agency contact information

Brandon Salazar Brandon Salazar

Email

brandon_salazar@ibc.doi.gov

Address

Office of the Chief Information Officer

1849 C. Street NW

Washington, DC 20240

US

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Next steps

If you have questions about this job, please contact the HR Office representative listed in the “Agency Contact Info” section of this vacancy announcement.

For status updates on your application, please follow the directions listed above in the How to Apply section. Once your online application is submitted you will receive a confirmation notification by email. If you are selected for an interview for this position, you will be contacted directly. A final job offer for this position is typically made within several weeks after the closing date of the vacancy announcement. After confirming a job offer, all other applicants will be notified of their non-selection.

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