This position is located within the Department of Commerce (DOC), National Oceanic and Atmospheric Administration (NOAA), National Weather Service (NWS), Office of Water Prediction (OWP), Information Technology Service Group (ITSG). with (1) vacancy located in Tuscaloosa, AL. This position is also announced under vacancy number NWS OWP-23-12106126-ST, which is open to Status Candidates. You must apply to all announcements if you want to be considered for all.

Duties

This working title of this position is an IT Specialist (Customer Support) Helpdesk Manager. As an IT Specialist (Customer Support Helpdesk Manager you will perform the following: Serves as a senior IT Specialist (CUSTSPT), and the Helpdesk Manager providing leadership and support for hardware and software installation, and maintenance of network accounts. Manages the organization's helpdesk, provides support in imaging, troubleshooting, repairing, and resolving issues for a wide range of installed computer systems such as PCs, laptops, and peripherals (e.g. printers, scanners and plotters). Selects, installs, upgrades, and maintains desktop computers, notebooks, computers, operating system software, and applications software. Manages, plans and delivers customer support services. Diagnoses and resolves problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns related to customer support requirements including installation, configuration, troubleshooting, and maintaining customer hardware and software; customer assistance, and training in response to customer requirements. Troubleshoots hardware and software systems. Adapts, configures and tests computer software, hardware and/or user systems for effective integration of software systems. Designs, tests, documents, troubleshoots and supports operating systems, applications and infrastructure services. Coordinates with other systems administrators for cybersecurity projects to ensure system security. Tracks POA&Ms (Plan of Actions and Milestones) and security changes through the Security Team Lead and the IT Supervisor and Deputy Director, National Weather Center. These duties are described at the full performance level of the GS-12; the GS-7/9/11 are developmental leading to such performance.

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. EDUCATION: There is no positive education requirement for this position. 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 for the GS-9: Applicants may qualify for this position through meeting either the requirements under Education or Specialized Experience. Education: A master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree in 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. Note: 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. - OR- Specialized Experience GS-9: You must have one year of specialized experience equivalent to the GS-7 grade level in the federal service. Specialized experience must include all of the following: Assists with establishing new accounts, resetting passwords and creating reports for computer service requests; and Receives, responds to and ensures resolution of customer requests for assistance with hardware or software problems. -OR- Combination: A combination of education and experience. To qualify for the GS-11: Applicants may qualify for this position through meeting either the requirements under Education or Specialized Experience. Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral 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. Note: 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. - OR- Specialized Experience: GS-11: You must have one year of specialized experience equivalent to the GS-9 grade level in the federal service. Specialized experience must include all of the following: Provide customer support installing, configuring and testing software on customer workstations; and Provide helpdesk support in troubleshooting, repairing and resolving issues on customers PCs, laptops, printers, scanners or plotters. -OR- Combination: A combination of education and experience. To Qualify for GS-12: Specialized Experience: You must have one year of specialized experience equivalent to the GS-11 grade level in the federal service. Specialized experience must include all of the following: Use automation tools for managing computer helpdesk problems and resolutions; Diagnose, research and resolve problems in response to customer reported computer incidents.; and Develop customer support policies, procedures, and standards for installing, configuring, troubleshooting, and maintaining customer hardware and software.

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: Kia Jenkins
• Email: [email protected]