The incumbent in this position 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. This position is located in Vancouver Washington.

Duties

Duties include but are not limited to: Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Presents formal and informal training providing routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Participates in internal staff meetings, sharing information obtained through research of tracking/ticketing systems, presenting alternatives and recommendations for improving customer service delivery, and assisting higher graded specialists in preparing for such meetings or data calls.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-12/13/2023-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 as part of your application to be used to validate your work schedule and determine the amount of specialized 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. 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 at the GS-11 grade level, you must possess all 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 and demonstrate knowledge of computer requirements and techniques In carrying out project assignments consisting of several related tasks. The assignments must have shown completion of the following, or the equivalent: Analysis of the interrelationships of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; and Personal responsibility for at least a segment of the overall project. Examples of specialized experience includes the following: identifying and resolving difficult customer service requests; preparing and updating manuals, instructions, and operating procedures; supporting systems that involve a wide variety of different platforms, operating systems, applications, and desktop configurations; and managing a problem resolution database (reviewing, validating, and standardizing problem resolutions for inclusion in the database) and all applicants must have experience performing IT-related experience demonstrating each of the four competencies: Attention to Detail; Customer Service; Oral Communication; and Problem Solving. You must include hours per week worked. -OR- EDUCATION: Successful completion of a Ph.D. or equivalent graduate 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 and required the development or adaptation of applications, systems or networks. One year of graduate education is 18 semester hours or 27 quarter hours. (You MUST submit a copy of your transcripts indicating degree earned and credit hours in order to qualify based on education). 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 NPS Inflation Reduction Act 1849 C St. NW Washington, DC 20240 US
• Name: Karen Henderson-Thomas
• Email: [email protected]