You will serve as a INFORMATION TECHNOLOGY- CUSTOMER SUPPORT for the Small Business Administration (SBA), Office of Capital Access (OCA), Office of Performance and System Management (OPSM), Disaster Lending Division (DLD). This position requires flexibility performing any and all duties as assigned by the hosting Manager and or the Herndon Support Desk Supervisor.

Duties

As an INFORMATION TECHNOLOGY- CUSTOMER SUPPORT at the GS-2210-9/11, some of your typical work assignments may include: Configure, deploy, support, upgrade, and maintain equipment used in-house and/or in remote disaster field offices. Install, monitor, troubleshoot, and repair personal computer hardware components. Train customers on and maintain agency and Office of Capital Access (OCA) authorized applications using approved methods to assure applications are fully optimized and meet agency goals . Document all work in conformance with departmental and accepted SBA standards. Monitor and evaluate system's compliance with IT security requirements. Implement and coordinate activities designed to protect and restore IT systems, services and capabilities. Provide advice and guidance in implementing security policies and procedures to protect the integrity and confidentiality of systems, networks and data. Identify and mitigate security vulnerabilities and risks. Create and maintain system accounts needed to access local and remote IT equipment. Provides ongoing support and responds to customer requests and recommends changes in customer support procedures. Train customers on application software and computer navigation basics. Provide support in a manner that minimizes interruptions in the customer's ability to carry out critical business activities while maintaining an agency-wide system of standards, policies, procedures and guidelines for areas of computers, communications, applications, support database development and system integration to be implemented. Maintains ticketing system for all trouble tickets assigned to technicians locally and in fields locations. IMPORTANT NOTES: SBA ranked in the Top 10 in the 2022 Best Places to Work in the Federal Government for midsize agencies. The Term Appointment does not confer competitive status, or reinstatement rights, on the individual selected. You may be promoted or reassigned to another Term position within SBA's Office of Disaster Assistance; however, you may not be appointed non-competitively to another Federal position. You will initially be given a Term Appointment exceeding one year. If all other conditions of employment are met, this appointment may be extended, in increments, up to a total of four (4) years. If selected, employees work on an intermittent (on-call) work schedule. This means that employees are in pay and duty status only when activated to respond to a disaster. When the disaster is over, employees return home in non-pay status until the next event that necessitates staff needed to respond. If required to travel to a disaster site, you may encounter hazardous working and/or living conditions, for example, no water or electricity and/or minimal lodging facilities. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).

Requirements

• You must be a U.S. Citizen
• You must successfully complete a background investigation.
• You may be required to serve a one-year probationary period.
• This position is not included in the Bargaining Unit Agreement

Qualifications

Basic Qualifications: In order to meet basic qualifications for GS-2210 positions, individuals must have IT-related experience demonstrating each of the competencies defined 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. Examples of demonstration include: Attention to Detail: Meticulous; thoroughly reviews and proofreads various IT related data/information; dedicates focus to accomplish tasks that are complete, precise, and accurate to a given IT situation. Customer Service: Works with clients and to assess IT needs, provide expert technical information or assistance, resolve complex or non-routine problems, or satisfy expectations; knowledge of available products and services; committed to providing quality IT products and services. Oral Communication: Expresses technical information to individuals or groups effectively, considering the audience and nature of the information makes clear and convincing presentations; listens to others, recognizes potential miscommunication, attends to nonverbal cues, and responds appropriately. Problem Solving: Identifies IT related problems using a variety of materials or sources; gathers and applies technical information to determine accuracy and relevance to moderately complex problems; uses sound judgment to generate and evaluate alternatives; makes decisions or recommendations that influence IT policies or programs and applies new developments to previously unresolved problems. Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. You must meet all qualification requirements by the closing date of this announcement. You may qualify based on experience, education or a combination of both. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-09: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-07 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Install, configure, and troubleshoot IT software and hardware such as laptops, iPhones, printers, monitors, docking stations, and scanning systems. Utilize support service ticketing platforms, such as ServiceNow, to track and resolve Incidents and Requests in the Enterprise environment. GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Perform system and account management within a Hybrid Enterprise environment such as Windows, Apple, and Salesforce Cloud Platform. Install, configure, and troubleshoot IT software and hardware such as laptops, iPhones, printers, monitors, docking stations, and scanning systems. Utilize support service ticketing platforms, such as ServiceNow, to track and resolve Incidents and Requests in the Enterprise environment. 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. All qualification requirements must be met by 11:59 pm (Eastern Time) on 07/26/2023.

Education

Education may not be substituted for experience for this position.

If you do not meet the specialized experience requirements, you may also qualify with education. You MUST submit transcripts (official or unofficial) with this application if you wish to qualify based on education.

GS-09: Must have a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree in a related field.GS-11: Must have a doctorate or equivalent graduate degree or 3 full years of progressively higher-level graduate education leading to such a degree in a related field.

Combination of Experience and Education:

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation. All education claimed by applicants will be verified by the appointing agency accordingly. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.

Contacts

• Address Disaster Lending Division - DLD 13221 Woodland Park Road, 6th Floor Herndon, VA 20171 US
• Name: Annette Ukah
• Phone: 703-487-8100 X6851
• Email: [email protected]