This position is located in, Management Directorate, Office of Chief Information Officer, IT Field Services Division. As an Information Technology Specialist - Customer Support/System Administration, you will provide 24/7 access and use of USCIS IT equipment, network, and data and provide premier end-user support to all of the sites located within the local area. The incumbent will be a highly mobile IT services provider for tactical support of all missions and activities for USCIS.

Duties

Plans, implements, and manages problem management systems designed to effectively recognize, report, track, and resolve problems. Evaluates the feasibility of adapting new methods to enhance customer satisfaction. Consults with experts in other specialty areas to develop integrated action plans. Issues technical bulletins via the intranet to inform customers of problems and to instruct them in taking necessary actions. Develops and presents oral and written reports, presentations, and briefings to managers that accurately describes the current operational situation, maintenance impacts, and performance status. Interprets meaning of analyses conducted, evaluation of the findings, and provides expert level recommendations. Participates in, and facilitates, various meetings with staff and work groups addressing issues, concerns, or seeking to resolve problems that impact the delivery of customer technical services. Explores ways to upgrade or enhance the level of services provided. Implements changes in response to customer requirements. Develops specifications for user instruction manuals based on customer's needs. Meets with program offices to gather IT requirements on new goals, requirements and or business process changes. Provides the USCIS end user with responsive solution focused customer service in addressing their individual requests for assistance. Maintains liaison coordination with USCIS program representatives in field locations to enhance communications that provide greater coordination of service delivery to field locations and enforcement events. Monitors preventative maintenance, operational performance, and trouble-ticket response; manage trouble-ticket management systems designed to effectively recognize, report, track, and document the resolution of problems.

Requirements

Qualifications

The qualifications for this position must be met by 11:59 PM (Eastern Time) on 10/28/2024. Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service. The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 10/28/2024. Basic Requirements: All applicants must meet the following basic requirements: (Must be supported in Transcripts from an accredited institution, Resume and/or Applicable Certificate) 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. 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. GS-14: You qualify at the GS-14 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-13 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: Leading quick response teams in responding to customer service problems resulting from catastrophic events (examples include, virus infections or power outages). Serving as client manager with responsibility for working directly with customer organizations to customize services to meet specific customer requirements. Developing and updating customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature. Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 10/28/2024. 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. Your application will be rated and ranked based on your responses to the online questions. 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.

Education

EDUCATIONAL SUBSTITUTION: There is no educational substitution at this grade level.

Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Personnel Management guidance and U.S. Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change.

Applying to this announcement certifies that you give permission for DHS to share your application with others in DHS for similar positions.

Common definitions for hiring terms found in this announcement.

Contacts

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