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

Duties

As a/an INFORMATION TECHNOLOGY SPECIALIST (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. A valid driver's license may be required. By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. 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 Capital Access; 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. 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). Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. This position is not included in a bargaining unit.

Requirements

• U.S. citizenship is required.
• You may be required to complete a one-year probationary period.
• This position is not included in a bargaining unit.
• Credit score below 500 may negatively impact consideration in the hiring process.
• You must successfully complete a background investigation.

Qualifications

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. Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. 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. For all positions, individuals 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. GS-09: To qualify for this grade level 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 for this grade level 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. OR

Education

If you do not meet the specialized experience requirements above, you may also qualify with (1) Basic education AND/OR (2) A combination of education and experience (refer to the specialized experience section above).

If qualifying based on education, you must submit transcripts by the closing date of this announcement or you will not be found eligible.

(1) Basic Educational Requirements:

GS-09: Successful completion of a Master's degree or equivalent, in a related field, from an accredited college or university or two full years (36 semester hours or equivalent) of progressively higher-level graduate education leading to such a degree in a related field.

GS-11: Ph.D or equivalent doctoral degree, in a related field, from an accredited college or university or three full years (54 semester hours or equivalent) of progressively higher-level graduate education leading to such a degree in a related field.

OR

(2) A combination of experience and education, as indicated above.

For GS-09, example: an applicant who has 1.0 full year of Masters level education (i.e. 50% of education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position.

For GS-11, example: an applicant who has 1.5 full years of Ph.D. level education (i.e. 50% of education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position.

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.

Qualification Standards: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Group-Standards

Contacts

• Address Disaster Lending Division - DLD 13221 Woodland Park Road, 6th Floor Herndon, VA 20171 US
• Name: Annette Ukah
• Phone: 703-487-8228
• Email: [email protected]