This position is located in National Capital Area Office, in the Administration & Business Services Division. The incumbent plans and carries out difficult and complex assignments in the delivery of customer support services. Interprets IT policies, standards, and requirements and modifies and adapts existing methods and approaches. Analyze and recommends resolution of complex issues associated with responding to customer requests and requirements.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-07/24/2023-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 as part of your application to be used to validate your work schedule and determine the amount of specialized experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience. For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected. Basic Requirements: To qualify for this position at either GS-11 or GS-12, you must have information technology-related experience demonstrating all of the four competencies listed below. Ensure that this experience is clearly described in your resume: 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. To qualify for the Information Technology Specialist position at the GS-11 grade level, you must meet the following minimum qualifications by close of the announcement: EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-09 grade level in the Federal service (obtained in either the public or private sectors). This experience must include all of: (1) diagnose and resolve difficult and complex problems in response to customer reported incidents; (2) install, configures, troubleshoots, and maintains customer hardware and software; (3) providing advice and guidance on a wide range and variety of complex IT issues. You must include hours per week worked. -OR- Successful completion of a Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. You must include transcripts. -OR- Successful completion of a combination of education and experience as described above. You must include transcripts. To qualify for the Information Technology Specialist position at the GS-12 grade level, you must meet the following minimum qualifications by close of the announcement: EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-11 grade level in the Federal service (obtained in either the public or private sectors). This experience must include all of: (1) diagnose and resolve unique, unusual, difficult and complex problems in response to customer reported incidents; (2) interpret IT policies, standards, and requirements; (3) recommend new or enhanced approaches to delivering IT services; (4) ensure the confidentiality, integrity, and availability of systems and networks. You must include hours per week worked. You must include months, years and hours per week worked to receive credit for your work and/or volunteer experience. One year of specialized experience is equivalent to 12 months at 40 hours per week. Part-time hours are prorated. You will not receive any credit for experience that does not indicate exact hours per week or is listed as "varies". Experience listed as full-time will be credited at 40 hours per week. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Contacts

• Address National Capital Area Office 1100 Ohio Drive SW Washington, DC 20242 US
• Name: NCR SHRO
• Email: [email protected]