This vacancy is being filled through the Office of Personnel Management's Direct Hire Authority. All applicants who meet the basic and minimum qualification requirements will be forwarded to the selecting official for consideration. Traditional rating and ranking of applications and veteran's preference does not apply. The incumbent will serve as the IT Specialist and this position is part of the, Chemical Safety and Hazard Investigation Board.

Duties

Provides end user desktop environment and telephone customer support. Uses approved tools and techniques to remotely troubleshoot and resolve end user hardware and software problems. Ability to handle complex IT support requests independently. Escalates and coordinates issues as required when problems cannot be resolved directly. Works with external vendors as required for complex issues, briefing senior management and tracking end to end problem resolution. Opens, monitors status, and closes IT support tickets and adds pertinent information into the ticketing system to include all the steps leading to resolution. Verifies end user satisfaction prior to closing out a trouble ticket. Complies with Service Level Agreements (SLA). Performs computer configuration, troubleshooting software and network connectivity issues. Performs network and telephone troubleshooting to resolve user issues. Oversees and recommends improvements to continuous surveillance over the operation of the network and its gateways, switches, servers, communication circuits, and computers. Upon identification of a network disruption, assesses the extent and operational impact of the disruption and initiates service restoral actions. Isolates source of the disruption and independently works to troubleshooting and resolve the issue to restore service while ensuring senior leaders are briefed on progress and resolution time. Ensures the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems and security programs, policies, procedures, and tools. Recommends and implements improvements to the agency's cybersecurity program and application policies, guidelines, standards, requirements, and procedures.

Requirements

Qualifications

Applicants must carefully review the information in the "How You Will Be Evaluated" section for important information and instructions pertaining to the multi-hurdle assessment process for this position. Only experience and education obtained by the closing date of this announcement will be considered. Basic Requirement: 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. 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. In addition to meeting the basic requirement above, to qualify for this position you must also meet the qualification requirements listed below: At the GS-11level, you must meet one of the following qualifications: A. One year of specialized experience equivalent to at least the GS-09 level. Specialized experience is that which has equipped the applicant with the competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. Specialized experience for this position includes a.Experience with a wide range of applications, operating systems, hardware, communication protocols, and other IT systems to be able to provide customer support. b. Experience with customer support concepts and methods, installed operating systems, and the IT infrastructure to serve as a customer technical analyst with responsibility for resolving complex customer problems for the agency. c. Experience applying IT security and cybersecurity principles and methods; and IT cybersecurity products and services sufficient to implement security programs designed to anticipate, assess, and minimize system vulnerabilities and to coordinate the implementation of security programs across platforms and establishes vulnerability reporting criteria.; All must be found in your resume to be found qualified. OR B. Ph.D. or equivalent doctoral degree OR C. 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree OR D. A Combination of education and experience as list above. Graduate Education: Degree 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. At the GS-12level, you must meet the following qualification: All must be found in your resume to be found qualified. One year of specialized experience equivalent to at least the GS-11 level. Specialized experience is that which has equipped the applicant with the competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. Specialized experience for this position includes: a. Experience in planning and scheduling the installation and configuration of new or modified hardware and operating systems and applications software as a customer technical analyst. b. Experience anticipating system/server performance, availability, capacity, or configuration problems. c. Experience in customer support concepts and methods, installed operating systems, and the IT infrastructure to serve as a customer technical analyst with responsibility for resolving complex customer problems for the agency. d. Experience applying IT security and cybersecurity principles and methods; and IT cybersecurity products and services sufficient to implement security programs designed to anticipate, assess, and minimize system vulnerabilities and to coordinate the implementation of security programs across platforms and establishes vulnerability reporting criteria. Only experience and education obtained by the closing date of this announcement will be considered. 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). You will receive credit for all qualifying experience, including volunteer experience.

Education

If qualifying based on EDUCATION you MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

Only education from institutions which are accredited or preaccredited/candidate for accreditation may be used to meet education requirements.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address Chemical Safety and Hazard Investigation Board 1750 Pennsylvania Ave., NW Suite 910 Washington, DC 20006 US
• Name: Grant Coor
• Email: [email protected]