Applications under this job opportunity announcement will be considered under external competitive procedures only. This vacancy is also being advertised under merit promotion procedures as 24-ITSB-12433836-ST-TE which can be accessed at http://jobsearch.USAJOBS.gov/

Duties

This job opportunity is located in the Information Technology Support Branch, National Processing Center (NPC), Jeffersonville, Indiana. This position provides for planning and delivery of customer support services at the point of computer user/specialist interface, including installation, configuration, troubleshooting, customer assistance, and/or training. This position is included in the bargaining unit. The individual selected for this position will: Diagnose and resolve problems in response to customer-reported incidents, as well as develop and maintain problem tracking and resolution databases. Research, evaluate, document, and provide feedback on problematic trends. Serve as a conduit and facilitator for the end user(s) to describe and identify a problem to be resolved using policies, profiles, or practices. Develop testing and written instructions for new procedures and special projects. Install, configure, upgrade, troubleshoot, and maintain hardware and software. Tour of Duty: Monday through Friday, 7:00 a.m. to 3:30 p.m. Alternate Work Schedule and other flexible work schedules may be available on a to be determined basis. Alternate Work Schedule is an 80-hour biweekly basic work requirement that is scheduled in less than 10 days; i.e., eight 9-hour days/nights, one 8-hour day/night, and one day off. Positions may include evening or weekend work, hours will vary.

Requirements

Qualifications

Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. Oral Communication - Expresses information (for example, ides 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 clues, 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. Specialized Experience: Is typically gained in the IT field or through performance of work where the primary concern is IT. You qualify at the 05 level if you possess one year of general experience that is IT related and equips you with the skills needed to perform the job. This general experience must have been equivalent to at least the grade 04 level to meet the requirements in the Federal Service. You qualify at the 07 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 05 level to meet the qualification requirements in the Federal Service. Specialized experience is defined as experience diagnosing and resolving basic computer problems; keeping a log of work performed; creating and routing trouble tickets using an automated service request system; installing, configuring, and maintaining hardware and software in a Microsoft domain; working with a large user base and associated computers in compliance with required policy and IT standards; and providing account management support, client connectivity support and client application support for various devices. You qualify at the Grade 09 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 07 level to meet the qualification requirements in the Federal Service. Specialized experience is defined as experience diagnosing and resolving unique and/or uncommon customer-reported computer incidents requiring investigation or research; receiving requests from email and telephone; developing and maintaining problem tracking and resolution databases within a ticketing system; experience with confidential and protected data and systems requirements; installing, configuring, troubleshooting, and maintaining customer hardware and software in a Microsoft domain; experience with the deployment of application packages and images using a Microsoft System Center Configuration Manager (SCCM) system; and utilizing remote assistance tools to troubleshoot or resolve unique problems with customer services. Education Substitution: Education may be substituted for the required specialized experience. Undergraduate or Graduate Education: 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. Grade 05: Bachelor's degree. Grade 07: 1 full year of graduate level education or superior academic achievement (S.A.A). S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. Class standing -- Applicants must be in the upper third of the 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. Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as 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 the major field or the required courses in the major field completed during the final 2years of the curriculum. Election to membership in a national scholastic honor society - Applicants can be considered eligible based on membership in one of the national scholastic honor societies. These honor societies are listed by the Association of College Honor Societies. Grade 09: Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate degree. 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.

Contacts

• Address National Processing Center 1201 East 10th Street Jeffersonville, IN 47132 US
• Name: Tracey Edlin
• Phone: 812-218-4091
• Email: [email protected]