NOTE: Based on current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. The position is in End User Operations Branch, User Services Division, Information & Security Services, Bureau of the Fiscal Service, delivering operational support services including troubleshooting of systems and equipment, training and advisory assistance, diagnosing and resolving operating problems, and providing inventory management support for end user devices.

Duties

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position. - Provide operational desktop hardware and software support, mobile computing assistance and when necessary, IT security coordination and incident response for the Bureau's offices. - Provide daily operational support for end user workstations, mobile devices, peripherals, shared resources, and end user account administration through troubleshooting of systems and equipment, training and advisory assistance, and diagnosis and resolution of operating problems along with providing inventory management support for end user devices. - Receive, evaluate, and respond to customer reports of systems and or equipment failures. Prioritize, schedule, and track requests and problems identified to ensure timely and complete responses to users. Maintain close contact between users and those responding to requests to ensure that all issues related to the request are identified and reconciled. Restore service by diagnosing and resolving a wide range of operating problems. - Respond to routine IT incidents and service requests providing appropriate and prompt solutions. Troubleshoot difficult or recurring issues in conjunction with team members and Fiscal Service Information and Security Services staff to identify variables and possible fixes. Provide software support for standard desktop applications. - Research, identify, and implement corrective actions for scan findings and vulnerabilities.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. Specialized Experience: For the GS-09, you must have one year of Specialized Experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal Service. Specialized experience for this position includes ALL of the following: -Providing workstation user network account support to include setup and configuration; AND -Troubleshooting and maintaining operational support systems, (i.e. personal computer hardware, peripherals, training and advisory assistance, diagnosis and resolution of operating problems); AND -Participating as part of a team to work on various IT related projects. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below. - Attention to Detail, such as performing triage on basic end user IT incidents, network issues and service requests. - Customer Service, such as providing first-level contact and problem resolution. - Oral Communication, such as facilitating meetings with stakeholders and customer interaction. - Problem Solving, such as troubleshooting access and IT equipment issues. OR You may substitute education for specialized experience as follows: 2 full academic years of progressively higher graduate level education or Master's degree 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 of the field identified above and required the development or adaptation of applications, systems, or networks. For the GS-07, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes ALL of the following: -Experience providing end user technical support; AND -Providing application maintenance and basic troubleshooting; AND -Supporting IT related projects in a team environment. AND In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below. - Attention to Detail, such as in configuring end user devices. - Customer Service, such as providing technical support, troubleshooting and customer education. - Oral Communication, such as participating in a team setting to achieve objectives and converting technical terms into simple terms for non-IT users.. - Problem Solving, such as reviewing incident reports for opportunities for service improvements. OR You may substitute education for specialized experience as follows: 1 full year of graduate level education or superior academic achievement. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. Undergraduate or Graduate Education should be 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. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-9, you must have been at the GS-7 level for 52 weeks. For the GS-7, you must have been at the GS-5 level for 52 weeks.

Education

This job does not have an education qualification requirement.

Contacts

• Address User Services Division 200 Third St Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]