Explore a new career with the BLM - where our people are our most precious resource. This position is located in Headquarters/ Division of Customer Relationship Management (HQ560). Information about locations and the surrounding area can be found at All State Offices | Bureau of Land Management (blm.gov). We expect to fill few vacancies at this time; however, additional positions may be filled from this announcement if they become available.

Duties

Resolves a full range of customer problems and maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assess customers’ needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services. 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. Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals and equipment. Maintains problem tracking and resolution databases and monitors reported problems for possible trends. Installs, configures, troubleshoots and maintains common customer hardware and software.

Requirements

• U.S. Citizenship is required. Direct Deposit Required.
• Be sure to read the "How to Apply" and "Required Documents" Sections.
• You cannot hold an active real estate license; nor can you have an interest or hold stocks in firms with interest in Federal Land.
• Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.
• May require a one-year probationary period.

Qualifications

In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements - please be sure to include this information in your resume. No assumptions will be made about your experience. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. AND FOR GS-07: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-05 level that is equivalent in difficulty and complexity. Specialized experience is defined as work with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. -OR- Education: 1 full year of graduate level education or Superior Academic Achievement (S.A.A). Superior Academic Achievement (See OPM's General Policies, Application of Qualification Standards Section 4.f.) S.A.A. must have been gained in a curriculum that is qualifying for the position to be filled. FOR GS-09: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-07 level that is equivalent in difficulty and complexity. Specialized experience is defined as applying customer support principles for installing computers, troubleshooting computer problems, communicating problem and resolutions to customers, documenting actions taken, providing training and guidance to customers, and assisting other IT specialists in resolving complex problems, i.e. servers, networks, IT security. -OR- Education: 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. Applicants must meet both eligibility and qualification requirements for the position of interest by the closing date of the announcement.

Education

All academic degrees and coursework must be from accredited or pre-accredited institutions.

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.

If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information.

Contacts

• Address BLM, Headquarters Office BLM, National Operations Center, HR-250 Denver Federal Center, Building 85 P.O. Box 25047 Denver, CO 80225 US
• Name: HQ/NOC HR
• Phone: 303-236-6421
• Email: [email protected]