Advertised concurrently with ST-24-12150707-CAWU-JZ. For status candidates and other eligibles under Merit Promotion procedures. Applicant who want to be considered must apply to each announcement. The position is located with Bureau of Indian Affairs, Office of Information Management Technology, Northern Zone in Ashland, Wisconsin. Provides IT customer support and operations. Assist users with issues, troubleshooting, network and software support in accordance with IT protocol and security.

Duties

Coordinate accurate Information Technology (IT) hardware and software inventory and assist in ordering equipment as part of the Region's life cycle management plan. Provide input on development of standard procedures to effectively support IT business function with the Regional Field Support Manager (FSM). Evaluate IT user support service outcomes, identifying problem areas, and providing recommendation to the manager. Administer IT instruction to users on various types of technology hardware, computer system procedure, computer application software, and telecommunication equipment. Provide customer support with user with varying IT literacy and competency in a fast-paced and high demand environment. Establish written and verbal communication to various audiences. Assist with preparation of briefings, memoranda, procedural guides, and technical reports on IT operations, topics, and work team functions.

Requirements

• U.S. Citizenship Required
• You will be required to have federal payments made by Direct Deposit.
• You may be required to successfully complete a probationary/trial period.
• A background security investigation will be required for all new hires. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.
• If you are a male applicant born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.
• Incumbent is required to operate a government motor vehicle, must possess a valid driver's license, and have a safe driving record within the 4 year period immediately preceding submittal of GSA Form 3607.

Qualifications

BASIC REQUIREMENTS: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/gs-2210-information-technology-management-series/ MINIMUM QUALIFICATIONS, GS-2210-05: Completed a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management (Must submit copy of transcripts). OR Completed a Bachelor's degree from an accredited or pre-accredited institution which 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 (Must submit copy of transcripts). OR Your resume must demonstrate at least (1) full year of IT experience that equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position. Examples include: 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. MINIMUM QUALIFICATIONS, GS-2210-07: Your resume must demonstrate at least (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-05 grade level that equipped you with the knowledge, skills, and abilities to successfully perform the duties of this position. Examples include: Coordinate planning and delivery of customer support services, including general technical installation, configuration, troubleshooting, and customer assistance. Performing routine and recurring diagnosing and resolving problems to customer reported incidents, researching, developing and maintain track and resolution databases. Applying routine installation, configuring, troubleshooting, and maintaining customer hardware and software. Review technical and managing customer support policies, procedures, and standards, ensuring information security/information assurance principles and practices. OR Completed (1) year of graduate education from an accredited or pre-accredited institution 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. (Must submit copy of transcripts if using this option to qualify). OR Completed a Bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management with one of the following: Graduated with at least an overall GPA of 2.95, or Graduated with at least a 3.45 GPA in my major or during the last two years of college; Graduated in the top third of my class; or I have been a member of a national scholastic honor society recognized by the Association of College Honor Societies. (Must submit copy of transcripts)., MINIMUM QUALIFICATIONS, GS-2210-09: Completed a master's or equivalent graduate degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. (Must submit copy of transcripts). Completed 2 (two) years of graduate education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management or a graduate 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. (Must submit copy of transcripts). Your resume must demonstrate 1 (one) year of specialized experience that is equivalent to the GS-07 grade level, and which equipped me with the competencies/knowledge, skills and abilities to successfully perform the duties of this position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Examples include: Planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance. Diagnosing and resolving problems in response to customer reported incidents, researching, developing and maintain track and resolution databases. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and managing customer support policies, procedures, and standards, ensuring information security/information assurance principles and practices. All qualification requirements must be met by the closing date of this announcement.

Education

If you are qualifying based on your 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.

If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education which shows 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: https://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address
• Name: Human Resources
• Email: [email protected]