Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of Information and Technology. Locations available are Washington, D.C. Lorton, VA, Ashburn, VA and Springfield, VA.
BASIC REQUIREMENT: Applicants 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. You qualify for this position if you meet the basic requirement listed above and possess either the specialized experience or education requirements below. GS-9: You qualify at the GS-9 level if you possess one (1) year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Utilizing a wide variety of established processes, procedures, and reference materials, to directly apply and deliver customer support services to the organization. Assisting with analyzing techniques to identify, consider, and resolve issues or problems. Briefing managers in communicating tentative recommendations regarding efficiency in program operations. Assisting in updating established processes and procedures to ensure relevancy to respond accurately to all customer requests. GS-11: You qualify at the GS-11 level if you possess one (1) year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Independently create processes, procedures, and reference materials, to directly apply and deliver customer support services to the organization. Briefing managers and senior leadership in communicating tentative recommendations regarding efficiency in program operations. Updating established processes and procedures to ensure relevancy to respond accurately to all customer requests. 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 Substitution:GS-9: Successful completion of a Master's degree or two full years of graduate education leading to such a degree or a J.D. or L.L.B. degree for the experience required at the GS-9 grade level. This education must have been obtained from an accredited college or university and demonstrate the skills necessary to do the work of the position. For this position a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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 is qualifying. Check with your school to determine how many credit hours comprise a year of graduate education. If that information is not available, use 36 semester or 54 quarter hours. GS-11: Successful completion of a Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher-level graduate education leading to such a degree in an accredited college or university, may be substituted for experience at the GS-11 grade level. Such education must demonstrate the skills needed to do the work. For this position a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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 is qualifying. One year of fulltime graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 54 semester hours should be considered as satisfying the 3 years of full-time study requirement. You must meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process by 06/23/2025. Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For additional information on the preemployment process, review the following link: Applicant Resources | CBP Careers Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions: Working for the U.S. Government as a federal civilian or as a member of the military A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government Participation in a study abroad program sponsored by a U.S. affiliated college or university Working as a contractor, intern, consultant or volunteer supporting the U.S. government
Joining the Customs and Border Protection Office of Information and Technology will allow you to use your expertise in the planning and delivery of customer support services. Apply for this exciting opportunity to provide Information Technology support that strengthens the Department's ability to perform homeland security functions. This position starts at a salary of $69,923.00 (GS-9, Step 1) to $109,975.00 (GS-12, Step 10) with promotion potential to $ 131,826(GS-12 Step 10). GS Salary : Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. In this Information Technology (IT) specialist position, you will become a key team member of Homeland Security professionals by providing customer assistance and training in response to customer needs. Typical work assignments include: Diagnosing and resolving problems in response to customer reported incidents. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Assisting with the development of customer support policies, procedures, and standards. Providing general customer training. Maintains problem tracking and resolution databases. Installing, configures, troubleshoots, and maintains customer hardware and software.