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: Durango, Colorado. For more information click here.

Duties

The selectee will be assigned developmental duties, the duties are listed below are at the full performance level. - Diagnose and resolve 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. - Research, evaluate, and provide 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. - Research and provide 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. - Install, configure, troubleshoot, and maintain customer hardware and software. - Recommend customer support procedures, standards, and performance metrics. - Provide customer training. - Ensure application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the Basic Requirement and Education or Specialized experience requirement - this information must be clearly supported in the resume. Basic Requirements for all grades: Your resume must reflect Information Technology (IT) - related experience in each of the four following competencies: 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. To qualify for the GS-05, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-04 level in the federal service, experience maybe be obtained in the (private or public sector) performing one of the following duties: 1) resolving technical IT problems, web browser issues, and applications specific issues; 2) working with an application ticketing system or call center for receiving and responding to IT customer issues; 3) installing, configuring, upgrading, or troubleshooting software and/or hardware components. 4) providing training and assistance to customers in accessing network and systems services. OR You could otherwise qualify for the GS-05 with a bachelor's 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. To qualify for the GS-07, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-05 level in the federal service, experience maybe be obtained in the (private or public sector) performing three of the following duties: 1) resolving technical IT problems, web browser issues, and applications specific issues; 2) working with an application ticketing system or call center for receiving and responding to complex IT customer queries and issues; 3) installing, configuring, upgrading, or troubleshooting software and/or hardware components. 4) providing training and assistance to customers in accessing network and systems services. You could otherwise qualify on the basis of Education using Superior Qualification. OR You could otherwise qualify on the basis of education superior academic achievement. The superior academic achievement provision is to be used to determine eligibility for applicable GS-07 level positions of persons who have completed (or expect to complete within 9 months) all the requirements for bachelor's degree from an accredited college or university with a qualifying grade point average (GPA), class standing, or honors society. For more information, visit OPM. OR One full year of graduate level education (18 Semester hours) 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 fields identified above and required the development or adaptation of applications, systems or networks. 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. You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 12/19/2023.

Education

This vacancy announcement allows substituting education for experience at the GS-05, GS-07 grade levels. You must submit a copy of college transcript(s) (unofficial copy is acceptable) to support claimed education if substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not-qualified for the position.

You will be required to provide official college transcripts to verify educational qualifications, if selected. An official transcript must be sent directly from the University's Registrar's office and must be provided from the institution awarding the degree. Academic transcripts certified by notary publics are NOT official. Official transcripts must be submitted prior to reporting to work as a condition of employment. Failure to submit official transcripts may be grounds for dismissal or rescission of the job offer.

Accreditation: Only education from an accredited college or university recognized by the Department of Education is acceptable to meet education requirements or to substitute for experience, if applicable. For additional info, refer to the Office of Personnel Management and U.S. Department of Education.

Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. For additional info, refer to the U.S. Network for Education Information.

Contacts

• Address Upper Colorado Basin Regional Office Bureau of Reclamation 125 S State Street Room Room 8100 Salt Lake City, UT 84138-1102 US
• Name: Adam Curtis
• Phone: 801-524-3641
• Email: [email protected]