This position is located in Petrified Forest National Park, in the Administration Division.

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, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements. Performs the following major duties associated with these assignments: - Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems. - Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and may present recommendations, in writing or orally, to a variety of stakeholders. - Researches and provides response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. - Installs, configures, troubleshoots, and maintains customer hardware and software. - Recommends customer support procedures, standards, and performance metrics. - Provides customer training. - Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. - Performs other duties as assigned.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-11/13/2023-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 for each federal position listed as part of your application to be used to validate your work schedule and determine the amount of qualifying experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience. For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected. To qualify for this position, you must possess one of the following minimum qualifications by close of the announcement: EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-09 grade level in the Federal service (obtained in either the public or private sectors). This experience includes activities such as: management, assistant or program specialist work involving development and implementation of complex, controversial, and/or sensitive policy related to protection and conservation of park areas or similar operations; directs programs and work through direct and indirect supervision. . You must include hours per week worked. -OR- EDUCATION: Successful completion of a Ph.D. or equivalent doctoral degree or three 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 I possess such a degree that included a minimum of 24 semester hours in one or more of the fields identified above that required the development or adaptation of applications, systems or networks.. You must include transcripts. -OR- Successful completion of a combination of education and experience as described above. For example, I have six months, of the specialized experience (50% of the experience requirement), and 45 semester hours or 68 quarter hours of directly related graduate level education in an accredited education institution (50% of the qualifying education). Add the percentages together. The total must equal at least 100 percent to qualify. You must include transcripts. Volunteer Experience: 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.

Education

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your 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.

Contacts

• Address Petrified Forest National Park Apply On-line Petrified Forest, AZ 86028 US
• Name: Christina McGaughey
• Phone: (000) 000-0000
• Email: [email protected]