The purpose of this position is to perform work involving the performance of routine and recurring assignments providing information technology (IT) customer support independently or in support of the work of a more senior specialist.

Duties

This is a resource shared position for the following parks: ADAM: Adam National Historical Site FRLA: Fredrick Law Olmsted National Recreational Area JOFI: John Fitzgerald Kennedy National Park LONG: Longfellow House - Washington's Headquarters National Seashores SAMA: Salem Maritime National Historical Site SAIR: Saugus Iron Works National Memorials The position will serve all 6 sites and will include regular travel between sites. 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. Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Duties will be developmental in nature when filled below the full performance level (FPL GS-11).

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-06/03/2024-unless otherwise stated in this vacancy announcement. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours for each job held. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information will result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. To qualify for this position at the GS-09 grade level, you must possess the following minimum qualifications by close of the announcement: BASIC EXPERIENCE: 1)Attention to Detail - Is thorough when performing work and conscientious about attending to detail 2) Customer Service - Works with clients and customers 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 3) Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately 4) Problem solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. -OR- EDUCATION: Successful completion of at least a master's degree or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's degree or equivalent degree in a major study of computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a degree 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.. You must include transcripts. -AND- SPECIALIZED EXPERIENCE: Possess one year of specialized experience equivalent to at least the GS-07 level in the Federal service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the Information Technology (IT) field or through the performance of work where the primary concern is IT. Specialized experience should include coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of desktop computer issues; providing software, IT systems or equipment guidance and/or training to enhance customer knowledge, as well as to prevent recurring help desk inquiries 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. ICTAP/CTAP: CTAP/ICTAP - 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 or 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).

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.

Contacts

• Address Adams National Historical Park 135 Adams Street Quincy, MA 02169-1749 US
• Name: Leah Powell
• Email: [email protected]