This position is part of the Haskell Indian Nations University, Bureau of Indian Education (BIE). As an IT Specialist (Customer Support) you will be responsible for planning and carrying 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; and providing advice and guidance on a wide range and variety of complex IT issues.

Duties

As an IT Specialist (Customer Support) GS-2210-11, your typical work assignments may include the following: Researching and providing responses 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. Diagnosing and resolving difficult and complex problems in response to customer reported incidents. Providing advice and assistance to minimize interruptions to critical business activities. Researching, evaluating, and providing feedback on incident and request trends and patterns in customer support requirements and recommending new tools to enhance delivery of customer requirements. Ensuring application of information security/information assurance policies, principles, and practices in the delivery of customer support services. NOTE: POSITION IS ALSO BEING ADVERTISED UNDER MERIT PROMOTION ANNOUNCEMENT NUMBER BIE-12222053-24-IM MP. STATUS APPLICANTS WHO WISH TO BE CONSIDERED UNDER BOTH MERIT PROMOTION AND COMPETITIVE PROCEDURES MUST SUBMIT A SEPARATE APPLICATION FOR EACH ANNOUNCEMENT.

Requirements

• US CITIZENSHIP REQUIRED
• BACKGROUND INVESTIGATION WILL BE REQUIRED FOR ALL HIRES
• APPOINTMENT MAY BE SUBJECT TO A 2 YEAR TRIAL OR 1 YEAR PROBATIONARY PERIOD
• VALID STATE-ISSUED DRIVERS LICENSE IS REQUIRED
• SELECTIVE SERVICE REGISTRATION IS REQUIRED FOR MALES BORN AFTER 12/31/1959

Qualifications

Applicants must meet the qualification requirements contained in the OPM Standards. For this position, they are listed below. BASIC REQUIREMENTS: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions Undergraduate or Graduate Education: 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. 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 degree -OR- Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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. and SPECIALIZED EXPERIENCE: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. This experience is related to the work of the position and equivalent to at least the GS-09 level in the Federal service. Examples include: Planning and carrying out difficult and complex assignments in the delivery of customer support services; 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; Analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements. Only experience and education obtained by the closing date of this announcement will be considered.

Education

EDUCATION: Transcripts MUST be uploaded and electronically linked from USAJOBS at the time you apply and MUST include identifying information to include School Name, Student Name, credit hours, major, and grade-point average or class ranking, degree and date awarded. All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education.

Applicants are responsible for providing documentation that the educational requirements have been met. To qualify based on education you must submit a legible copy of your transcripts. Official transcripts are required upon selection if you qualified based on education.

Education must have been obtained from an accredited or pre-accredited institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Education completed in foreign colleges or universities may be used to meet the above requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States.

For further information on creditable education visit:
https://www.ed.gov/accreditation?src=rn
http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address Haskell Indian Nations University 155 Indian Ave, Box #5021 Lawrence, KS 66046 US
• Name: John Chiu
• Phone: 909-331-0668
• Email: [email protected]