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 full performance level (FPL) of the target position that the Recent Graduate can be non-competitively promoted to is a GS-09. For more information, please contact Christine Vigil at [email protected].

Duties

Duties will be developmental in nature when filled below the full performance level. Diagnoses and resolves basic and intermediate complexity of problems in response to customer reported technology related incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems. Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements. Escalates tier three level trouble tickets where appropriate. Researches and provides response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need. Installs, configures, troubleshoots, and maintains customer IT hardware and software. Provide phone and deskside support to technical and non-technical employees 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. Work Environment: 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.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-12/09/2024-unless otherwise stated in this vacancy announcement. In order to qualify, you must meet the eligibility and qualifications requirements as defined below by the closing date of the announcement. For more information on the qualifications for this position, visit the Office of Personnel Management's Federal General Schedule Qualification Standards. To qualify for this position at the GS-07 grade level, you must possess at least of the following minimum qualifications by close of the announcement: EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-5 grade level in the Federal service (obtained in either the public or private sectors). This experience includes activities such as: providing assistance and support for customer support service assignments and projects, focusing on identifying and resolving routine issues. Diagnosing and addressing recurring problems reported by customers and maintaining a tracking system. Installing and troubleshooting software and hardware on workstations. You must include hours per week worked. -OR- EDUCATION: Successful completion of one (1) full academic year of graduate education related to the position. Related fields of study include computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management (one year of full-time graduate education is defined as 18 semester hours). You must include transcripts. -OR- SUPERIOR ACADEMIC ACHIEVEMENT (S.A.A.): Must meet the criteria for the S.A.A., as evidenced by one of the three following methods: 1) in the upper third of 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; 2) 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 curriculum; or 3) a member in one of the national scholastic honor societies. Note: Bachelor's Degree must be in a directly related field as noted above. You must include transcripts. -OR- Successful completion of a combination of education and experience as described above. You must include transcripts. 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 qualified specialized experience. 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.

You will NOT be considered under Pathways unless you provide supporting information from your school. Documentation may be provided in letter format from your academic advisor, school counselor, admission office, etc. to prove enrollment OR it may be provided in the form of several official documents from your school such as a copy of your official transcripts and a copy of your class schedule for next semester. Copies of documents from your school website are acceptable if they contain all relevant information as listed above. Letters from advisors or other school officials must be on school letterhead.

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.

Contacts

• Address NPS Regional Office Serving Interior Regions 6,7 and 8 1 Denver Federal Center Bldg. 50 Denver, CO 80225 US
• Name: Julie Ortiz
• Email: [email protected]