This position is located at Office of the Chief Information Officer, Technical Support Division. This is not a remote position; you will be required to be in your duty station office per CEC telework policy.

Duties

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties and will receive training to help you grow in this position. Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoots user account problems and daily user support issues. Coordinate with customers to ensure they request the appropriate permissions through their security staff. Provide user support and troubleshooting of standard office automation software (e.g., word processing and spreadsheet software.) Ensure users' files on workstations and servers are backed up. Recovers files as needed. Attend and participate in customer agency meetings at the local level as requested.

Requirements

Qualifications

You must meet the following requirements by the closing date of this announcement. Specialized Experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes: - Completing projects that require knowledge of IT requirements and techniques, OR - Experience independently providing various information technology customer services and support; OR - Experience installing, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software on workstations; OR You may substitute education for general or specialized experience as follows: 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 in one or a combination of the following fields: 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-07 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes: - Applying pertinent techniques to assist with projects led by a Project Manager such as imaging, managing, and deploying customer workstations and peripherals, OR - Performing initial diagnosis for troubleshooting user account problems and provide workstation user network account support; OR - Analyze approaches and leveraging suggestions to assist with Installation, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software; AND - Performing Tier 2 customer support activities OR You may substitute education for specialized experience as follows: Master's degree or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Education should 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. All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Specialized Experience: For the GS-07 level, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 level. Specialized experience includes: - Completing computer support project assignments that required a wide range of knowledge of IT support, AND - Customer service deployments and techniques pertinent to providing IT customer support. Examples include: Images, manages and deploys customer workstations and peripherals through the entire life cycle. Provides workstation user network account support to include setup and configuration (e.g., user profile, email, peripheral access), and troubleshoot user account problems on a daily basis. Installs, troubleshoots and updates certified Commercial-Off-the-Shelf (COTS) and customized software on workstations. Resolves workstation security issues. Identifies administrative and technical requirements associated with personnel, changes in office functions, office closures, etc. Works with management to ensure requirements can be met when needed by the customer. OR You may substitute education for specialized experience as follows: - 1 full year of graduate level education; OR - Superior academic achievement: Superior academic achievement is based on 1) class standing: upper third of graduating class; 2) grade-point average (G.P.A.): 3.0 out of 4.0 overall or 3.5 out of 4.0 in major; or 3) election to membership in a national scholastic honor society. (In order to be creditable, education must be related to the position being filled with a major study of computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. To be qualifying, 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. In addition to specialized experience, 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. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-11, you must have been at the GS-09level for 52 weeks. For the GS-09, you must have been at the GS-07 level for 52 weeks. For the GS-07, you must have been at the GS-05 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Contacts

• Address Technical Support Division Administrative Resource Center Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]