This position is located in Big Cypress National Preserve, in the Information Technology Division. Open to the first 100 applicants or until 07/02/2024 whichever comes first. All applications submitted by 11:59 (EST) on the closing day will receive consideration. Special Salary Rate for series: GS-05 $42,895 - $55762 GS-07 $51,209 - $66,567 GS-09 $61,226 - $79,595

Duties

GS-05: Provides assistance and support for assignments and projects relative to the delivery of customer support services. Assists higher-graded specialists in identifying and resolving issues and problems as they arise. At this developmental level assists others by performing specific tasks associated with the following: Assists customers in resolving routine, recurring problems. Updates and maintains problem tracking/ticketing systems to track and identify customer needs. Assists in installing, configuring, and testing software on customer workstations; and installing, configuring, upgrading, and troubleshooting hardware and software components. Assists in presenting 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. Assists teams responsible planning and delivering a full range of customer support services. GS-07 Provides assistance and support for assignments and projects relative to the delivery of customer support services. Performs routine and recurring assignments in identifying and resolving recurring and routine issues and problems as they arise. Performs the following major duties associated with this work: Diagnoses and resolves recurring 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. Assists teams responsible for planning and delivering a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and provides feedback on 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. GS-09 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. Duties will be developmental in nature when filled below the full performance level.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-07/02/2024-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. Must meet Basic Qualifications: Experience must be IT related and must demonstrate the four competencies listed below; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. 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. To qualify for this position at the GS-05 grade level, you must possess the following minimum qualifications by close of the announcement: EDUCATON: A bachelor's degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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. To qualify for this position at the GS-07 grade level, you must possess at last one of the following minimum qualifications by close of the announcement: GS-07 Qualifications: Experience must be IT related; One year at the GS-05 or equivalent in the federal service. Experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience may include major duties as an IT customer support specialist, troubleshooting and resolving problems with computer system's hardware and software. Demonstrate in resume or education that you 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 one full year of graduate level education which includes degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management OR 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. -OR- I possess the criteria for Superior Academic Achievement (S.A.A.) as evidenced by one of the three following methods: I am in the upper third of my graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR I have a GPA 3.0 or higher out of a possible 4.0 computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum, or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in my major field or the required courses in the major field completed during the final 2 years of the curriculum; OR I am a member in one of the national scholastic honor societies. You must include transcripts. To qualify for this position at the GS-09 grade level, you must possess at last one of the following minimum qualifications by close of the announcement: GS-09 Qualifications: Experience must be IT related. One year of experience at the GS-07 or equivalent in the federal service. Experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience may include troubleshooting and resolving problems with computer system's hardware and software. Demonstrate in resume or education that you understand and utilized customer support principals, methods, and procedures for documenting computer problems and resolutions and provided guidance and training to customers.Resolving problems for a wide variety of applications, operating systems, proposals and equipment; installs, configures, troubleshoots and maintains customer hardware and software. 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- COMBINATION OF EXPERIENCE AND EDUCATION: Successful completion of a combination of education and experience as described above. For example, I have six months of specialized experience (50% of the experience requirement), and 27 semester hours or 41 quarter hours of directly related graduate level education in an accredited educational institution (50% of the qualifying graduate education). The total must equal at least 100 % to qualify. You must include transcripts.

Education

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.

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