IT Specialist (Cust Support)

Summary

What General Information Do I Need To Know About This Position?

Salary is dependent upon the associated duty station which will be determined upon hire. You may look up salary listed on the OPM locality tables OPM Locality Pay Tables based on these Locality Pay Area Definitions.

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Duties

As an IT Specialist (Customer Support) within the Office of the Associate Chief Information Officer, some of your specific duties will include:

• Serves as the principal Bureau point of contact for IT Customer Support Services by developing and interpreting policies, procedures, and strategies governing the planning and delivery of services throughout the Bureau;
• Provides expert technical advice, guidance, and recommendations to management and other technical specialists on critical Customer Support issues;
• Applies new developments to previously unsolvable problems;
• Researches options for problem resolution and recommendations.
• Operates a government owned/leased vehicle as an incidental driver.

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Requirements

Conditions of Employment

Key Requirements:

1. Applicants must be U.S. Citizens.
2. Suitable for Federal employment, as determined by background investigation.
3. Selectee may be subject to serving a one-year probationary period.
4. More requirements are listed under Qualifications and Other Information.
5. Selectee must provide a valid state driver’s license & safe driving record.

Are There Any Special Requirements For This Position?

• Vacancy is limited to the first 50 applications rec’d and will close at midnight EST on the day this application limit is reached regardless of the closing date specified in this vacancy announcement. Any application received prior to midnight EST of the day the application limit is reached will be accepted and considered. You are strongly encouraged to submit all required supporting documents at the time of application should the vacancy close earlier than stated in this announcement due to the applicant limit being reached. Supporting documents will not be accepted once the vacancy announcement closes.
• You will be required to operate a govt-owned/leased vehicle in the performance of official duties. Applicants must meet the following requirements: possess a valid State license, and possess a safe driving record. If selected, you will be required to provide proof of a valid State license & a copy of your driving record.
• Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appt. 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.
• If you are a Federal employee applying for a promotion (under merit promotion procedures) you must meet time-in-grade requirements by the closing date of the announcement.

Qualifications

DEFINITIONS:

Undergraduate Education: A year of undergraduate education is 30 semester hours, 45 quarter hours or the equivalent of college study. This education must have been obtained in an accredited college or university for which high school graduation or the equivalent was a prerequisite.Graduate Education: In the absence of specific graduate program information, a year of graduate education is 18 semester hours or 27 quarter hours of graduate level college course work, or the number of credit hours the school attended has determined to represent 1 year of full-time study. This education must have been obtained in an accredited college or university.

Experience: One year of work experience is twelve months working full-time (at least 35-40 hours per week). Part-time experience can be pro-rated (i.e., a year at 20 hours per week is credited as 6 months of experience). If your position consisted of mixed duties, experience credit is given for the percentage of time that you spent on qualifying duties (i.e., if you held a position for 2 years, full-time, consisting of 25% personnel work and 75% budget work, and then applied for a budget position you could calculate your experience as follows: 2 years = 24 months. 24 months x 75% [percentage of time spent on budget duties] = 18 months of qualifying experience.)

BASIC REQUIREMENTS:

This standard allows qualification requirements to be met through education or experience.

Education: All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: Degree 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.

OR

Experience: 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. For the GS-5 through GS-15 (or equivalent) grade levels, individuals must have IT-related experience demonstrating each of the four competencies listed below:

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 GS-13:

Applicants must meet the following to qualify for the GS-13 level: One year of specialized experience equivalent to at least the GS-12 level in the Federal service that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled.

Examples of such experience may include: information systems analysis, design, testing, and implementation; integration of new applications with existing information systems, maintaining data integrity; translation of strategic planning objectives into tactical process plans; and coordination of applications development, special information systems projects, and new computer programs. The complexity of the aforementioned work examples typically required extensive modification and adaptation of standard procedures, methods, and techniques, and the development of totally new methods and techniques to address novel or obscure problems for which guidelines or precedents were not substantially applicable. This level of work experience would reflect wide latitude for the exercise of independent judgment to perform work of marked difficulty and responsibility. This experience must demonstrate competence in the areas of Attention to Detail, Customer Service, Oral Communication, and Problem Solving as described further above.

You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.

Education

• 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 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:https://www.usgs.gov/human-capital/how-foreign-education-evaluated-federal-jobs

REQUIRED DOCUMENTS CONTINUED

Eligibility for Special Appointing Authorities

If 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. Additional information for all the authorities below can be found on the USAJobs Hiring Paths page.

• 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.
• Individuals with Disabilities – Submit documentation issued by a licensed medical professional; a licensed vocational rehabilitation specialist; or any Federal agency, State agency, or an agency of the District of Columbia or a U.S. territory that issues or provides disability benefits.
• Military Spouse – Submit verification of active duty member of the armed forces (i.e. a copy of your spouse’s orders verifying currently on active duty and verification of the marriage to the service member (i.e., a marriage license or other legal documentation verifying marriage); OR verification of the member’s 100% disability (official statement from the Department of Veterans Affairs (dated 1991 or later)); OR verification of the member’s death while on active duty (DD-1300 and Death Certificate) AND verification of the marriage to the service member (i.e., a marriage license or other legal documentation verifying marriage).
• Appointment of Certain Former Overseas Employees – Submit a SF-50, Notification of Personnel Action that confirms your eligibility and a performance appraisal from that period.
• Peace Corps & VISTA – Former Peace Corps volunteers or VISTA members must submit their Certification of Volunteer Service. Present and former Peace Corps personnel must submit a SF-50, Notification of Personnel Action that confirms their eligibility.
• Certain National Guard Technicians – Submit proof that confirms that you were involuntarily separated (other than by removal for cause on charges of misconduct or delinquency); you served at least 3 years as a technician; and are within 1 year of your separation date from service as a Guard Technician.
• Public Land Corps (PLC) – Submit the signed Certificate of Eligibility for Noncompetitive Hiring Status (PLC) issued by the PLC Coordinator for the organization where the creditable service was completed.

Additional information

Other Information:

• This job opportunity announcement may be used to fill additional similar vacancies in other U.S. Geological Survey offices.
• 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 (P.L. 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 www.dhs.gov/E-Verify.
• The 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:

• 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: https://www.doi.gov/telework/policies.
• Working for the U.S. 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.

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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.

• Basis of Rating: You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. You will be rated on the extent and quality of your experience, education, and training relevant to the duties of the position. 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 any additional assessment(s) required for this position. These responses must be substantiated by your resume. You will be assessed and scored on the following competencies (knowledge, skills, abilities, and other characteristics):
• Administrative Regulations and Procedures
• Information Management
• Customer Service
• Teamwork and Collaboration
• IT Standards, Policies, and Procedures Mastery
• IT Technical Experience
• Research and Analysis
• Change Management and Cost Benefit Analysis
• Oral and Written Communication
• Project and Records Management
• Leadership

Additional Assessment Required: If you meet the eligibility and basic qualification requirements for this position and are in the best-qualified category based on your responses to the occupational questionnaire, a subject-matter-expert will perform a structured review of your resume to evaluate your knowledge, skills, abilities, and competences as they directly relate to the duties of this position.

• NOTE: If you do not respond to the application questions you may be rated ineligible also, if it is determined that you have rated yourself higher than is supported in your description of experience and/or education as described in your resume/application, or that your resume or application is incomplete, you may be rated ineligible, not qualified, or your score may be lowered.

Due weight will be given to performance appraisals and awards during the interview/selection process conducted by the hiring manager. If referred, all relevant documents including performance appraisals and awards submitted with your application package will be forwarded to the hiring official for review.

To preview the announcement questionnaire, click here: https://apply.usastaffing.gov/ViewQuestionnaire/12642480

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How to Apply

• Applications (resume and application questions) for this vacancy must be received on-line via USAJOBS BEFORE midnight Eastern Time (Washington, D.C. time) on the closing date of this announcement. If you fail to submit a complete online resume, you will not be considered for this position. Requests for extensions will not be granted. Most libraries, employment offices, and all USGS personnel offices can provide access to the Internet. If applying online poses a hardship for you, you must speak to someone in the Servicing Human Resources Office listed on this announcement PRIOR TO THE CLOSING DATE for assistance.
• Instructions for Applying Online for this Vacancy Announcement: 1)Click the blue “Apply Online” button. 2)If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile. 3)As a registered user, select a stored resume and select one or more of your stored documents to attach to your application. 4)Check the “Certification” box and click the “Apply for this position now!” button located at the bottom of the screen. 5)Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy. 6)Submit required documents. 7) If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.

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Agency contact information

Aleecia Garcia Aleecia Garcia

Phone

303-236-9573

Email

[email protected]

Address

INTEGRATED SCIENCE SOLUTIONS

12201 Sunrise Valley Drive

Reston, VA 20192

US

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Next steps

• If you are rated as one of the most highly qualified candidates, you will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 30-45 days of the closing date of this announcement. You will be notified via email of the outcome. You can also go to “My Account” within USAJOBS to review your Application Status.

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