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: Glendale, Arizona

Duties

- Plans and carries out difficult and complex assignments in the delivery of Information Technology (IT) customer support services. - Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities. - Researches, evaluates, and provides feedback on incidents, reports trends and patterns in customer support requirements, makes recommendations on new tools to enhance delivery of customer requirements. - May be required to present recommendations, in writing or orally, to a variety of stakeholders. - Inputs data on incidents into the tracking and ticketing systems. - May provide written input on Standard Operating Procedures and local guidance as required to meet agency needs.

Requirements

Qualifications

In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the specialized experience requirement - this information must be clearly supported in the resume. GS-11: To qualify at the GS-11, you must possess one year of full-time work experience equivalent in difficulty and complexity to at least the GS-09 level in federal service having demonstrated experience. GS-11 Specialized Experience: Is defined as experience coordinating customer support activities sufficient with a variety of hardware and software functions to receive, respond to and ensure complete resolution of complex issues beyond what a help desk can resolve; providing comprehensive software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries; developing clear and concise IT reports and documentation for senior IT management. OR Education: You could otherwise qualify on the basis of Education having three (3) years of progressively higher level education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided 24 semester hours in one or more of the fields identified and required the development or adaptation of applications, systems or networks. In addition to meeting the above qualifications: For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. Your resume must clearly document this experience. 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. Be sure that your resume clearly supports your responses to the online applicant assessment questions by addressing experience relevant to this position. Applicants must make a fair and accurate assessment of their qualifications. If a determination is made that you have rated yourself higher than is apparent in your description of experience, competencies, skills, and/or education/training, you will be rated as ineligible. You must be clear when describing your experience, human resources may not make assumptions in determining qualifications. If you resume does not clearly reflect the above specialized experience, your application will be marked as ineligible 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 02/27/2024.

Education

This vacancy announcement allows substituting education for experience at the GS-11 grade level. 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 Lower Colorado Basin Bureau of Reclamation PO Box 61470 Boulder City, NV 89006 US
• Name: Maria Wallior
• Phone: 702-293-8403
• Email: [email protected]