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 report to 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. Customer Services - Provides user network account support to include setup and configuration and troubleshoots user account problems and daily user support issues. Coordinates with customers to ensure they request the appropriate permissions through their security staff. Provides user support and troubleshooting of standard office automation software (e.g., word processing and spreadsheet software.) Ensures users' files on workstations and servers are backed up. Recovers files as needed. Workstation Management - Manages and deploys workstations through entire life cycle. Applies operating system (OS) images to new computers or to computers with a corrupted OS using approved OS imaging technologies. Performs workstation troubleshooting and may work with vendors to repair the system, or if out of warranty, works with the affected organization to procure a replacement system or parts. Provides support for workstation remote network access (e.g., Wireless Access Points, VPN), to approved network. Performs troubleshooting, setup, and software maintenance to enable customers to remotely. Installs approved Commercial-Off-the-Shelf (COTS) and Agency- Specific software on workstations. Security Management - Works with users to ensure they can meet two-factor authentication policies for secure access to the network. Notifies managers if there are problems outside their control. At the direction of the organizational security and legal staff, conduct vulnerability troubleshooting and remediation. Follow Agency policies and guidelines for the retention of data during litigation hold activities. Coordinates with network security staff to address, investigate, and resolve workstation security issues such as viruses, worms, and spyware. Performs workstation security updates and applies missing security patches. Network Operations - Provides initial data network support to users by working with network operations support staff to help troubleshoot basic network issues, isolate problems with network components, performing setup and limited maintenance, and support cable installations as needed. Telecomm Services - Provides Video Teleconference (VTC) IT support to include support for conference issues, assisting users as necessary, and checking and maintaining device connections. Provide support on phone systems to include limited programming, end-user support, moving phones, connecting phones, and troubleshooting. Works with LEC and network personnel as needed for remediation. Deploys and provides support for wireless mobile device.

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 at the GS-09 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 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. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. 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. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Education

The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

Contacts

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