General Information Salary: $59,966 (Step 01) to $77,955 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.

Duties

As an IT Specialist (Customer Support) within the Earth Resources Observation Science Center, some of your specific duties will include: - 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 requirements and facilitate associated resolution. - 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/cybersecurity. - Support strategies and priorities pertinent to Network, Security, and Infrastructure operations, and collaborate with internal and external stakeholders to accomplish associated goals and objectives. - Support procurement management of associated infrastructure and end-user services and provide input on associated hardware, and software lifecycle, and maintenance schedules.

Requirements

Qualifications

Eligibility Requirements In order to be eligible for an appointment under the Pathways Recent Graduate Program you must meet the following requirements: You must be a recent graduate who has completed, within the previous two years, an associates, bachelors, masters, professional, doctorate, vocational or technical degree or certificate from a qualifying educational institution such as an accredited technical or vocational school; a 2- or 4-year college or university; a graduate or professional school (e.g., law school, medical school); or a post-secondary home school curriculum. Note: Certificate program is defined as post-secondary education in a qualifying educational institution equal to at least one academic year of full-time study that's part of an accredited college-level, technical, trade, vocational, or business school curriculum. Veterans who were precluded from applying due to their military service obligation begin their 2-year eligibility period upon release or discharge from active duty; however, eligibility for these veterans cannot exceed 6 years from the date on which the degree or certificate was obtained. The date of release or discharge from active duty should be later than the date the degree or certificate was obtained. Qualification Requirements Individuals must have IT-related experience demonstrating each of the four competencies listed below. 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. For GS-09: Applicants must meet one of the following to qualify for the GS-09 level: **Master's or equivalent graduate degree or 2 years of progressively higher-level graduate education (36 semester hours, 54 quarter hours or the equivalent) leading to a master's or equivalent graduate degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. **OR one year of appropriate specialized experience equivalent to at least the GS-07 level in the Federal service that demonstrates knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as typically is the case in development of minor modifications to parts of a system on the basis of detailed specifications provided. To be creditable, assignments must have involved completion of the following, or the equivalent: (1) Analysis of interrelationships of system components, (2) Planning the sequence of actions necessary to accomplish the assignment, and (3) Personal responsibility for at least a segment of the overall project. This level of work typically would have been performed following established methods and procedures or detailed instructions; using some judgment in applying analytical techniques, and would have required a good general working knowledge of automated data processing principles and methods. You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.

Education

Education Requirements:

• 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.
• Education completed in colleges or universities outside the United States may be used to meet the above requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit: https://www.usgs.gov/about/organization/science-support/human-capital/how-foreign-education-evaluated-federal-jobs .

Contacts

• Address DATA CTR AND SYSTEMS BR 12201 Sunrise Valley Drive Mail Stop 600 Reston, VA 20192 US
• Name: Kathy Falino
• Phone: 703-648-7408
• Email: [email protected]