Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a IT Specialist (CustSpt). You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Boulder City, Nevada and Glendale, Arizona Only one position will be filled. Management will determined the duty location at time of selection.

Duties

-Plans and carries out difficult and complex assignments in the delivery of customer support services. -Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues. -Diagnoses and resolves unique, unusual, difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future. -Researches, evaluates, and provides feedback on problematic trends and incident and request trends and patterns in customer support requirements, assessing overall customer support effectiveness. -Researches, evaluates, and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and presents recommendations, in writing or orally, to a variety of stakeholders. -Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedures, standards and metrics from higher levels within the organization. Installs, configures, troubleshoots, and maintains customer hardware and software.

Requirements

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the specialized experience requirement - this information must be clearly supported in the resume. GS-12: To qualify at the GS-12, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-11 level in federal service having demonstrated experience. GS-12 Specialized Experience- Specialized experience at this level is defined as: 1) Experience as an IT Specialist assisting junior level IT Specialists with a variety of hardware and software functions and providing technical support to include configuration, installation, testing, integration and troubleshooting of various applications and Microsoft operating systems; 2) Experience improving/suggesting improvements of IT processes; 3) Experience participating as a project lead, assigning and managing tasks for lower level IT Specialists (for example, can include experience from any IT technical position where you lead projects or IT system upgrades) and 4) Experience building, maintaining, or inputting data into a database including, inventory of equipment, customer information, or IT stock and surplus. Applicants must meet at least three out of the four defined examples of specialized experience. In addition to meeting the above qualifications, for all IT positions individuals must have 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. Applicants must be clear when describing their experience, Human Resources may not make assumptions in determining qualifications. If your resume does not clearly reflect all of the above specialized experience, your application will be marked as ineligible or incomplete. 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). Applicants eligible under the Land Management Workforce Flexibility Act (LMWFA) are not required to meet time-in-grade restrictions in order to be considered. You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 11/03/2023.

Education

This position does not allow substituting education for experience.

Contacts

• Address Lower Colorado Basin Bureau of Reclamation PO Box 61470 Boulder City, NV 89006 US
• Name: Maria Wallior
• Phone: 702-293-8403
• Email: [email protected]