The purpose of this position is to perform work involving the performance of routine and recurring assignments providing information technology (IT) customer support independently or in support of the work of a more senior specialist. The incumbent performs Cybersecurity roles and responsibilities outlined in the NICE Framework. The NICE Framework provides Work Role Descriptions associated with Work Roles and Cybersecurity Codes.

Duties

Knowledge of architectural methodologies used in the design and development of information systems, including the physical structure of a systems' integral operations and interactions with other systems. 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. Knowledge of specifications, uses, and types of computers or computer related equipment. Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Is thorough when performing work and conscientious about attending to detail. Individuals must have IT-related experience demonstrating each of the four competencies listed below. 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. Physical Demands: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort. Working Conditions: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment. 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-11/29/2024-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. To receive credit for experience, your resume MUST clearly indicate the nature of the duties and responsibilities for each position, starting and ending dates of employment (month/year), and the resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience. SELECTIVE FACTOR: Individuals must have IT-related experience demonstrating each of the four competencies: attention to detail, customer service, oral communication, and problem solving as defined above under "Duties" - AND - You must possess at least one of the following minimum qualifications by close of the announcement. You MUST include hours per week worked, and transcripts to support education claims. GS-5 EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-04 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: assist users with hardware and software issues, provide timely resolutions through effective problem-solving techniques and remote desktop support. Familiarity with Windows operating systems; troubleshoot technical issues, utilizing strong analytical skills to identify root causes and implement corrective actions; demonstrate exceptional communication skills while providing courteous and efficient support to end-users, ensuring high levels of customer satisfaction; use a ticketing system to log, track, and manage support requests, ensuring accurate documentation and follow-up on unresolved issues; have basic knowledge of networking concepts, including TCP/IP, DNS, and DHCP, to diagnose connectivity issues and other network-related concerns; install, configure, and maintain computer systems and peripherals, including printers, scanners, and mobile devices; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance. -OR- EDUCATION: Successful completion of at least 4 years of education above high school (120 semester hours or 180 quarter hours) leading to a bachelor's degree in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management or a 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. -OR- Combination of education and experience see example below, under "Education" GS-7 EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-05 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: adept at troubleshooting and resolving hardware and software issues across Windows operating systems; familiar with common applications such as Microsoft Office Suite, web browsers, and remote support tools; demonstrate ability to diagnose issues efficiently by utilizing a systematic approach to troubleshooting and successfully reduce average resolution time by identifying recurring problems and implementing proactive solutions; proven track record of delivering high-quality support to end-users with a commitment to resolving issues and enhancing user satisfaction; skilled in communicating technical information to non-technical users clearly and effectively; use a ticketing system, ensuring all incidents are recorded, tracked, and updated in a timely manner; maintain accurate documentation of issues and resolutions for future reference; work closely with Tier 2 and Tier 3 support teams to escalate complex issues, ensuring a seamless transition and continuity in support services; participate in team meetings to share knowledge and improve support processes; provide training and guidance to users on best practices for IT security, software usage, and system navigation. -OR- EDUCATION: Successful completion of at least 1 year of graduate education from an accredited or pre-accredited institution with same area of education requirements above in GS-5 Education. (One year of graduate education is 18 semester hours or 27 quarter hours). -OR- Superior Academic Achievement (SAA) See description below under "Education" -OR- Combination of education and experience see example below, under "Education" GS-9 EXPERIENCE: At least 1 full year of specialized experience comparable in scope and responsibility to the GS-???????07 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: proficient in diagnosing and resolving hardware and software issues on Windows operating systems; skilled in using remote access tools and ticketing systems to efficiently manage and resolve user inquiries; strong ability to communicate technical concepts to non-technical users, ensuring a positive experience while providing guidance and support; demonstrated patience and professionalism in high-pressure environments, consistently meeting service level agreements; adept at performing root cause analysis to identify and implement effective solutions for recurring technical issues; experienced in compiling and analyzing data to develop proactive strategies to minimize future incidents; experienced in creating and maintaining knowledge base articles, troubleshooting guides, and user manuals to streamline processes and improve user self-service capabilities; regularly conduct training sessions for both end-users and junior staff to enhance team capabilities; collaborate with cross-functional teams, including network engineers and application developers, to troubleshoot and resolve issues that require a multi-disciplinary approach; facilitate communication between technical staff and users to ensure efficient resolution of technical difficulties; commitment to ongoing professional development, keeping abreast of the latest technologies and trends in IT support; actively participate in team meetings to share insights and identify areas for enhancement of support services. -OR- EDUCATION: Successful completion of at least 2 full academic years of progressively higher-level graduate education, or a master's or equivalent graduate degree in same area of education requirements above in GS-5 Education. (Two years of graduate education is 36 semester hours or 54 quarter hours). -OR- Combination of education and experience see example below, under "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.

Education

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.

For GS-7 Superior Academic Achievement (SAA) qualifications:
Meet 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 in a field related to this position; 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 provide the documentation to support S.A.A. criteria.

Examples of Experience and Education Combinations:
For GS-5
Have six (6) months of the GS-5 specialized experience described above (50% of the experience requirement) and 60 semester hours (90 quarter hours) of college study from an accredited institution (50% of the qualifying education) which included at least 12 semester hours (18 quarter hours) of related coursework as specified (50% of the related coursework required).
For GS-7
Have six (6) months of the GS-7 specialized experience described above (50% of the experience requirement), and one-half year (9 semester hours or 14 quarter hours) of directly related graduate level college study in an accredited institution (50% of the qualifying education).
For GS-9
Have six (6) months of the GS-9 specialized experience (50% of the experience requirement), and (27 semester hours or 41 quarter hours) of directly related graduate level college study in an accredited institution (50% of the qualifying education).

Contacts

• Address Interior Region 3, 4 and 5 601 Riverfront Drive Omaha, NE 68102 US
• Name: MWR HR West Team
• Phone: 402 661 1986
• Email: [email protected]