Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a IT Specialist (Customer Support). Make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Yakima, Washington

Duties

- Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. - Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. - Participates in the planning and delivery of a full range of customer support services to the organization. - Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services. - Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. - Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the education and/or specialized experience requirement - this information must be clearly supported in the resume. To qualify at the GS-09, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-07 level in federal service having demonstrated experience that includes but is not limited to: diagnosing and resolving Information Technology (IT) problems in response to customer related incidents; providing quality IT service and training to customers; and utilizing IT security/information assurance principles which may include securing Personally Identifiable Information (PII), user account creation and maintaining data integrity. You could otherwise qualify on the basis of Education having a master's or equivalent graduate degree **OR** 2 full years of progressively higher level graduate education leading to such a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. You may combine specialized experience and education to meet the minimum qualifications. To qualify at the GS-11, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-09 level in federal service having demonstrated experience that includes but is not limited to: carrying out customer support services for a wide range of IT tasks including installing, configuring, and troubleshooting hardware and software; researching, evaluating, and providing feedback on problematic IT related trends and patterns; utilizing IT security/information assurance policies, principles, and practices, including Confidentiality, Integrity, Availability (CIA) principles in the delivery of customer support services. You could otherwise qualify on the basis of Education having a Ph.D. or equivalent doctoral degree that demonstrates the knowledge, skills and abilities necessary to do the work of the position **OR** 3 full years of progressively higher level graduate education leading to such a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. You may combine specialized experience and education to meet the minimum qualifications. In addition to meeting specialized experience, applicants must have IT-related experience demonstrating each of the four competencies: 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. 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. You must meet all Eligibility and Qualification requirements and any selective placement factors if applicable, by 10/06/2023.

Education

This vacancy announcement allows substituting education for experience at the GS-09 and GS-11 grade levels. You must submit a copy of college transcript(s) (unofficial copy is acceptable) to support claimed education if substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not-qualified for the position.

You will be required to provide official college transcripts to verify educational qualifications, if selected. An official transcript must be sent directly from the University's Registrar's office and must be provided from the institution awarding the degree. Academic transcripts certified by notary publics are NOT official. Official transcripts must be submitted prior to reporting to work as a condition of employment. Failure to submit official transcripts may be grounds for dismissal or rescission of the job offer.

Accreditation: Only education from an accredited college or university recognized by the Department of Education is acceptable to meet education requirements or to substitute for experience, if applicable. For additional info, refer to the Office of Personnel Management and U.S. Department of Education.

Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. For additional info, refer to the U.S. Network for Education Information.

Contacts

• Address Columbia-Cascades Area Office Bureau of Reclamation Columbia-Cascades Area Office 1917 Marsh Road Yakima, WA 98901 US
• Name: BOR C-PN Region 9 Human Resources Office
• Email: [email protected]