Who may apply: All US Citizens We may use this announcement to fill other positions in the Information & Technology Directorate. This job announcement uses the USA Hire Assessment to evaluate applicants. For more information, visit USA Hire Assessment.
Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume. Basic Requirement: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. 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. In addition to the Basic Competency Requirements listed above, one year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-11 in the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Providing customer service and support methods by troubleshooting, analyzing, evaluating, testing, diagnosing problems and rendering immediate resolutions. Performs software access, recovery, removal, installation, delivery services and assists with problematic trends and patterns in new or modified systems and services. 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 to paid employment. You will receive credit for all qualifying experience, including volunteer experience. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.
Serves as a technical specialist and resolves customer requests for IT services and problems and provides technical assistance to minimize disruptions.
Provides technical advice and assistance to include troubleshooting, diagnosing and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out.
Researches, evaluates and provides feedback on problematic trends and patterns in customer support requirements for new or modified systems and services.
Plans, schedules, pre-tests, installs/removes, and conducts post tests for approved new software patches and upgrades.
Performs problem management analysis of incident tickets to include collection of incident data and serve as the first escalation point for complex problems and issues.