This position is located in the National Oceanic and Atmospheric Administration (NOAA), National Marine Fisheries Service (NMFS), Greater Atlantic Regional Fisheries Office (GARFO), TECHNOLOGY & DATA MANAGEMENT DIVISION, IT Infrastructure and Operations Branch, with one vacancy located in Gloucester, MA. This position is also announced under vacancy number NMFS-23-12115073-ST, which is open to Status Candidates. You must apply to both announcements if you want to be considered for both.

Duties

As an IT Specialist (Customer Support), you will perform the following duties: Provide IT Help Desk customer service and technical assistance. Use analytical techniques to test and analyze computer equipment malfunctions and software errors. Install and troubleshoot a variety of applications to include commercial off the shelf programs, a variety of internal and external devices, and all aspects of the workstation to include hardware, software, and network communication difficulties. Provide timely, courteous, and professional service when conversing and interacting with users, both telephonically and face-to-face. Utilize remote management software to provide quality service to staff operating remotely. Provide formal or informal training for users to understand the relationships of systems and to be able to operate the system without undue interruption. Serve as the Property Contact (PC), assisting in the responsibility for Accountable Personal Property for the regional custodial area. Ensure that lost, damaged, or destroyed property is reported to the regional Property Accountability Officer (PAO) for review and approval.

Requirements

Qualifications

Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. AND SPECIALIZED EXPERIENCE: Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government. 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. To qualify at the ZP-2 or GS-07: Applicants must possess one full year (52 weeks) of specialized experience equivalent to the ZP-1 or GS-05 in the Federal service. Specialized experience MUST include all of the following: Assisting in managing IT property; Assisting in analyzing computer equipment malfunctions and software errors; and Assisting in providing IT Help Desk customer service and technical assistance. OR I have one full year of graduate level education in one of the following areas: 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. OR SUPERIOR ACADEMIC ACHIEVEMENT: Demonstrated by a bachelor's degree from an accredited college or university with one of the following. A grade point average (GPA) of 2.9 or higher based on a 4.0 scale for all completed undergraduate courses, or those completed in the last 2 full years of undergraduate study; A GPA of 3.5 or higher based on a 4.0 scale for required courses completed in a major field of study, or those courses completed in a major field of study during the last two years of undergraduate study; Class standing of upper third of the graduating class in the college, university, or major subdivision of the college. Membership in a national Scholastic Honor Society certified by the Association of College honor Societies, excluding freshman honor societies. Note: You must include a copy of your transcripts for verification and ensure your application clearly states how you meet Superior Academic Achievement.

Education

College Transcript: If you are qualifying based on education, submit a copy of your college transcript that lists college courses detailing each course by the number and department (i.e., Bio 101, Math 210, etc.), course title, number of credit hours and grade earned. You must submit evidence that any education completed in a foreign institution is equivalent to U.S. education standards with your resume. You may submit an unofficial copy of the transcript at the initial phase of the application process. If course content cannot be easily identified from the title of the course as listed on your transcript, you must submit an official course description from the college/university that reflects the content at the time the course was taken.

Note: Your college transcript is used to verify successful completion of degree, or college course work. An official college transcript will be required before you can report to duty.

Special Instructions for Foreign Education: Education completed in foreign colleges or universities must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation by the closing date of the announcement will result in lost consideration. For more information on how foreign education is evaluated visit: OPM Foreign Education Evaluation.

Contacts

• Address NOAA Office of Human Capital Services (OHCS) 1315 East West Hwy SSMC4 Silver Spring, MD 20910 US
• Name: Victor Cruz
• Email: [email protected]