The Bureau of Trust Funds Administration (BTFA) supports the Secretary of the Department of the Interior to fulfill their trust responsibilities by providing fiduciary guidance, management, and leadership for Tribal Trust and Individual Indian Money accounts. We Excel, Native America Prospers. For more information about our bureau, go to: http://www.btfa.gov.

Duties

This position is located within the Department of the Interior, Bureau of Trust Funds Administration, Trust Operations - Information Resources and Trust Records Branch, Office of Information Resources, Albuquerque, NM. At the full performance level (GS-9) the major duties of this position include, but are not limited to the following: 1. Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. 2. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. 3. Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services. 4. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. 5. Participates in internal staff meetings, sharing information obtained through research of tracking/ticketing systems, presenting alternatives and recommendations for improving customer service delivery, and assisting higher graded specialists in preparing for such meetings or data calls. 6. Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. BTFA has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework with supervisor approval. Salary Information: Lenexa, KS:

Requirements

Qualifications

Minimum Qualification Requirements: To qualify for this position at the GS-5 grade level you must meet either A. Experience OR B. Education and to qualify for this position at the GS-7 or GS-9 grade levels you must meet either A. Experience OR B. Education AND C. Specialized Experience for the series/grade to which you are applying. GS-5: A. Experience: All applicants must possess one year of IT related experience demonstrating each of the four competencies listed: 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. OR B. Education: Bachelor's Degree. All academic degrees and coursework must be from accredited or pre-accredited institutions. Degree must be 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. GS-07: A. Experience: All applicants must possess one year of IT related experience demonstrating each of the four competencies listed: 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. OR B. Education: One full year of graduate level education OR superior academic achievement. All academic degrees and coursework must be from accredited or pre-accredited institutions. Degree must be 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. AND C. Specialized Experience: To qualify for the GS-07, you must possess at least one full year of specialized experience equivalent to at least the GS-05 grade level in the Federal service, or comparable experience not gained through Federal service. Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Specialized experience is defined as demonstrated experience: 1) installing computer software; 2) maintaining computer systems and/or computer related equipment (peripherals, etc.); and 3) reviewing and responding to customer requests to resolve issues. MUST MEET ALL. GS-09: A. Experience: All applicants must possess one year of IT related experience demonstrating each of the four competencies listed: 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. OR B. Education: Master's degree or equivalent graduate degree OR two full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. All academic degrees and coursework must be from accredited or pre-accredited institutions. Degree must be 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. AND C. Specialized Experience: To qualify for the GS-09, you must possess at least one full year of specialized experience equivalent to at least the GS-07 grade level in the Federal service, or comparable experience not gained through Federal service. Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Specialized experience is defined as demonstrated experience: 1) installing computer software; 2) maintaining computer systems and/or computer related equipment (peripherals, etc.); 3) reviewing and responding to customer requests to resolve issues; and 4) providing technical support and troubleshooting to assigned computers and/or networks. MUST MEET ALL. Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.

Education

Education: If this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide transcripts as proof of meeting the requirements.

Foreign Education: Education completed in colleges or universities outside the United States may be used to meet the specific educational requirements as stated above. 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: http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-policies/#url=e4

Contacts

• Address Bureau of Trust Funds Administration 4400 Masthead St NE Albuquerque, NM 87109 US
• Name: HR Assistant 9
• Phone: 703-787-1446
• Email: [email protected]