This position is being advertised concurrently with DE-24-12353804-CAWU-JZ which is open to all U.S. Citizens and applies Competitive Examining procedures. This position is located with the OIMT, DUS, Service Desk Operations, in Albuquerque, New Mexico. Incumbent manages service desk operations and program. Planning IT resources, asset management and incident management for customer service and technical support.

Duties

Manages short- and long-range planning and activities for multi-year plans for IT program administrative operations, functions, and resources. Coordinate short- and long-range user services planning and utilization of IT resources, asset management and incident management for delivering IT service management tools and business goals.. Manage technical and non-technical IT service management tools related to customer support operations, involving computer network, LAN/WAN connectivity, workstation service support, Help Desk delivery field support, virtual service oversight of field operations, and on-site incident management. Direct program responsibilities collaborating Senior management, and IT management, team leads, contractors, vendors, and other internal and external entities. Maintain the operational management of the service center environment to include configuration and problem resolution, software distribution, call logging and tracking, workstation configurations, asset management, software discovery, and configuration management.

Requirements

• U.S. Citizenship Required
• You will be required to have federal payments made by Direct Deposit
• You may be required to successfully complete a probationary/trial period
• A background security investigation will be required for all new hires. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.
• If you are a male applicant born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.
• Incumbent is required to operate a government motor vehicle, must possess a valid driver's license, and have a safe driving record within the 4 year period immediately preceding submittal of GSA Form 3607.

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. BASIC REQUIREMENTS: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/gs-2210-information-technology-management-series/ MINIMUM QUALIFICATIONS: Your resume must demonstrate at least (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-12 grade level that equipped you with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Planning the delivery of IT service infrastructure, and managing installation, configuration and troubleshooting software application and network services in accordance with applicable plans, specifications, codes, and standards. Evaluating and researching feedback on problematic trends and patterns in IT customer support operation requirements through tracking and resolution databases. Developing policies procedures and standards in software and hardware performance requirements and ensuring rigorous application of information security/information assurance policies and practices. All qualification requirements must be met by the closing date of this announcement. Merit Promotion candidates must also meet time-in-grade requirements by the announcement closing date. Additional selections may be made from this announcement if identical vacancies occur in the same location within 90 days from the closing date.

Education

There is no education requirement.

Contacts

• Address AS-IA Human Resources 12220 Sunrise Valley Dr., Room 4047 Reston, VA 20191 US
• Name: Human Resources
• Email: [email protected]