Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a IT Specialist (CUSTSPT). You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Washington, District of Columbia

Duties

Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future. Researches, evaluates, and provides feedback on problematic trends and incident and request trends and patterns in customer support requirements, assessing overall customer support effectiveness. Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Identifies priorities and barriers to recommendations and presents recommendations, in writing or orally, to a variety of stakeholders. Drafts related policy and procedures associated with new tools and approaches and develops implementing guidance.

Requirements

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the specialized experience requirement - this information must be clearly supported in the resume. BASIC REQUIREMENT: To be eligible for the position, you must meet the Basic Requirement for the position of IT Specialist. 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 to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available cybersecurity products and services; is committed to providing quality products and services. Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; 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. SPECIALIZED EXPERIENCE: To qualify at the GS-12, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-11 level in the federal service. Specialized experience is defined as experience providing enterprise level technical support and guidance on IT systems and customer support services, IT service provisioning, and project management; performing planning, installation, implementation and support new and/or existing IT support systems and applications. 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). Applicants eligible under the Land Management Workforce Flexibility Act (LMWFA) are not required to meet time-in-grade restrictions in order to be considered. You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 09/05/2023.

Education

This position does not allow substituting education for experience.

Contacts

• Address Information Resources Office Bureau of Reclamation Denver Federal Center P.O. BOX 25007 Denver, CO 80225-0007 US
• Name: Tammy Morris
• Email: [email protected]