This position is located in Management Directorate, Office of Chief Information Officer. As an Information Technology Specialist, you will be responsible for planning and delivering technical support including troubleshooting, installation, removal, and assistance in response to customer requirements and for providing IT support services essential to the effective operation and performance of systems.

Duties

The responsibilities described are for the full performance level. At developmental grade levels, assignments will be of more limited scope performed with less independence, and limited complexity. Planning and implementing customer support for all IT equipment, systems, interfaces, and networks. Install, configure ,and administer systems and services while following established Standards Operating Procedures and Guidelines. Investigating, analyzing, and resolving complex customer requirements and maintaining the IT architecture. Communicating technical information to a variety of audiences. Providing comprehensive software, IT systems, or equipment guidance and/or training to enhance customer knowledge.

Requirements

Qualifications

Time in Grade does not apply to Delegated Examining Announcements, any reference to Time in Grade in the questionnaire will not apply to the rating and ranking of applicants. This announcement is issued under the Direct Hire Authority to recruit for positions for which the Department of Homeland Security, U.S. Citizenship and Immigration Services, has a critical hiring need. GS-09: You qualify at the GS-09 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-07 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Applying knowledge of current applications, operating systems, protocols, and equipment to provide assistance for customers. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Using IT service desk ticketing and troubleshooting tools to resolve problems directly, and when needed, escalating issues to senior support staff. Utilizing strong communication skills, capable of working constructively with end users and team members. OR You may substitute a Master's degree or two (2) full years of graduate education leading to such a degree in any field, or a J.D. or L.L.B. degree for experience required at the GS-09 grade level. Such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise two years of graduate education. If that information is not available, use 36 semester or 54 quarter hours. GS-11: You qualify at the GS-11 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-09 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Applying knowledge of a wide range of IT concepts, requirements, methods, and practices to carry out standardized and conventional IT specialist assignments. Utilizing analytical and evaluative skills to integrate systems of information technology programs and/or equipment to meet customer or project requirements. Diagnosing and troubleshooting to identify problems; determine accuracy and relevance of information to generate and evaluate alternatives and make recommendations. Conveying complex technical topics in clear, compelling ways to both technical and non-technical audiences. OR You may substitute a doctoral degree (PhD or equivalent degree) or three (3) full years of progressively higher-level graduate education leading to such a degree in any field, or L.L.M. if related for experience at the GS-11 grade level or such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise three years of graduate study. If that information is not available, use 54 semester or 81 quarter hours. GS-12: You qualify at the GS-12 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-11 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties: Applying knowledge of IT Program/Project Management practices to participate in the planning, organizing, and management of software and hardware systems acquisition. Demonstrating experience monitoring, diagnosing, troubleshooting, and resolving operating/network systems, hardware and software issues, and taking appropriate follow-up action. Utilizing excellent oral and written communication skills for the effective interaction with customers, as well as presentations of findings and proposals to senior officials. Performing systems administration on servers with experience in multiple IT disciplines including application, file and system management techniques, change management methods, and best pra Please read the following important information to ensure you submit everything we need to consider your application: Your resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. USCIS will only review the first 5 pages of your resume to determine your initial eligibility/qualifications for a position. As such, please be sure to include content to support your eligibility/qualifications for this position within the first 5 pages. Please note that your full resume will be made available to the hiring manager if you are referred. Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position. Full-time or part-time status (include hours worked per week) Salary Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible. Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position. National Service Experience (i.e., 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 criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.

Education

COMBINING QUALIFYING EXPERIENCE AND EDUCATION: If you do not qualify based on experience or education alone, you may be able to qualify based on a combination of your experience and education. For more information on combining education and experience, visit the following website: General Schedule Qualification Standards. Transcript required: If you don't submit a transcript, we will not use your education when deciding if you're qualified for the job. For verification purposes, the transcript submitted must include your name and educational institution.

This is a temporary appointment not to exceed four years, however, it may be extended to a total of eight years without further competition. If currently holding a career or career-conditional appointment you are NOT guaranteed return rights to your former position at the expiration date of this appointment. Employees under this appointment are eligible to earn leave and generally have the same benefits as permanent employees including health and life insurance, within-grade increases, and Federal Employees Retirement System and Thrift Savings Plan coverage. This appointment does not confer eligibility for conversion to a permanent appointment in the competitive service.

Contacts

• Address
• Name: HROC Staffing Help Desk
• Phone: 952-697-8380
• Email: [email protected]