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: Shasta, California

Duties

Performs routine and recurring assignments in the delivery of customer support services, completing assignments independently or in support of higher graded specialists. Performs the following major duties associated with these assignments: -Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. -Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. -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. -Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Qualifications

To be eligible for consideration, you must first meet the Basic Requirements for this position - Basic Requirement for IT Specialist (CusSpt) - GS-05 - Experience: Information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) demonstrating each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include completing work that sometimes requires editing by others or requires review prior to completion. (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. Examples of IT-related experience demonstrating this competency include resolving simple and routine problems, questions or complaints; asking appropriate questions to clarify information about issues, escalating non-routine issues to the appropriate individual, team, or organizational group; and responding to inquiries in a timely manner and keeping customers informed of status and status changes. (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. Examples of IT-related experience demonstrating this competency include providing answers to routine inquiries in a clear, concise, and organized manner; actively listening to others, paying attention to verbal and non-verbal cues and listening for misunderstanding and misinterpretation. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include making routine decisions independently, where there is a standard process; identifying problems or inefficiencies in work processes and activities and recommending solutions; recognizing situations when further guidance is needed from senior colleagues or supervisors. OR Education: Bachelor's degree (or higher degree) from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, a bachelor's degree (or higher degree) from an accredited or pre-accredited institution 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. Basic Requirement for IT Specialist (CustSpt) - GS-07 - To qualify at the GS-07, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-05 level in federal service having demonstrated experience assisting in the planning and delivery of a full range of IT customer support services to the organization; installing, configuring, upgrading, and troubleshooting hardware and software components; participate in presenting IT related training and assistance to customers; respond to routine IT related customer requests; or maintain IT problem tracking and resolution databases. The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others. (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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR Education: One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level education from an accredited or pre-accredited institution 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. OR Superior Academic Achievement: Successful completion of all the requirements for a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, bachelor's degree from an accredited or pre-accredited institution 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. Superior Academic Achievement is based on:

Education

Qualifications Continued -

(1) Class Standing - You must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.)- You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - You may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/).

Basic Requirement for IT Specialist (CustSpt) - GS-09

To qualify at the GS-09, you must possess one year of specialized experience equivalent in difficulty and complexity to at least the GS-07 level in federal service having demonstrated experience troubleshooting computer and/or telecommunications equipment; and providing assistance with installing software in operating systems.

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

(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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

(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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

OR

Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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.

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.

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.

Contacts

• Address NCAO Bureau of Reclamation 16349 Shasta Dam Blvd Shasta Lake, CA 96019 US
• Name: BOR CA Great Basin Human Resources Office
• Phone: 916-978-5476
• Email: [email protected]