This position is located in Big Cypress National Preserve, in the Information Technology Division. Open to the first 100 applicants or until 05/20/2024 whichever comes first. All applications submitted by 11:59 (EST) on the closing day will receive consideration.

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. Performs other duties as assigned.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-05/20/2024-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 for each federal position listed as part of your application to be used to validate your work schedule and determine the amount of qualifying experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience. For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected. To qualify for this position at the GS-09 grade level, you must possess the following minimum qualifications by close of the announcement: EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-07 grade level in the Federal service (obtained in either the public or private sectors). This experience includes activities such as: IT customer support and troubleshooting and resolving problems with computer system's hardware and software. Demonstrate in resume or education that; understand and utilized customer support principals, methods, and procedures for documenting computer problems and resolutions and provided guidance and training to customers. You must include hours per week worked. -OR- EDUCATION: Successful completion of at least a Master's or equivalent graduate degree, or two full years of progressively higher level graduate education leading to such a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or I possess such a degree that included 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. (One year of graduate education is 18 semester hours or 27 quarter hours). You must include transcripts. -OR- Successful completion of a combination of education and experience as described above. To combine education and experience, first take education percentage. Then take the number of months of full-time experience and divide by 12 months. Add the percentages together. The total must equal at least 100 percent to qualify. You must include transcripts. Volunteer Experience: 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

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Current surplus and current or former displaced Federal individuals who have special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) must be well qualified for the position to receive consideration for special priority selection. Well qualified means that the applicant meets the following: OPM qualification standards for the position; all selective placement factors, where applicable; special qualifying conditions that OPM has approved for the position, where applicable; is physically qualified with reasonable accommodation, where appropriate to satisfactorily perform the duties of the position upon entry; and is rated by the organization at least at the well qualified level on all competencies. Federal employees seeking CTAP/ICTAP eligibility must submit proof that they meet the requirements of 5 CFR 330.605(2) for CTAP and 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of their most recent Performance Rating, and a copy of their most recent SF-50 noting current position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP/ICTAP eligible. If you are selected for Federal employment, you will be required to fill out a Declaration of Federal Employment, OF-306, prior to being appointed to determine your suitability for Federal employment and to authorize a background investigation. Failing to answer all questions truthfully and completely or providing false statements on your application may be grounds for not hiring you, or for firing you after you begin work. Also, you may be punished by fine or imprisonment (U.S. Code, Title 18, section 1001).

Contacts

• Address Big Cypress National Preserve 33100 TAMIAMI TRAIL E OCHOPEE, FL 34141 US
• Name: Dalirca Matos
• Phone: (000)000-0000
• Email: [email protected]