You will serve as an Information Technology Specialist for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC) in Buffalo, New York. This position is responsible for troubleshooting problems, establishing and maintaining remote location communications, train and support end-users and providing support the Center staff in a service-oriented environment.

Duties

As an Information Technology Specialist at the GS-2210-11/12, some of your typical work assignments may include: Provides assistance to customers with a variety of PCs and laptops utilizing Windows 10, Microsoft Office 365, SharePoint, or later applications, including Word, Excel, PowerPoint and InfoPath. Troubleshoots IT problems for multiple customers and provides resolutions in a manner that minimizes interruptions to business operations. Administers and supports a hard drive encryption server-based system, such as Microsoft BitLocker. Identifies security vulnerabilities and risks. Presents training for customers on a variety of IT topics related to the benefits, capabilities and limitations of IT systems and applications. Performs network administration functions, such as 1) configuring hubs, switches, and routers; 2) monitoring network performance; 3) performing various diagnostics; 4) analyzing network traffic patterns; 5) installing software fixes and upgrades; and 6) monitoring cloud computing workloads. Advises management on current and future information technology requirements. Uses computer systems and application suites to automate processes. IMPORTANT NOTES: This is a Permanent appointment in the competitive service with a full-time work schedule. By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. This position is also being announced under Merit Promotion Procedures, announcement # MP-25- CSC-12634996. In order to receive consideration as a status candidate, you must apply to the Merit Promotion announcement. The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day). This position is not included in a bargaining unit.

Requirements

• U.S. citizenship is required.
• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• You may be required to complete a one-year probationary period.
• This position is not included in a bargaining unit.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).

Qualifications

Individual Occupational Requirements 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. 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. Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. You must meet all qualification requirements by the closing date of this announcement. You may qualify based on experience, education or a combination of both. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Communicating orally to various internal and external customers to accomplish program objectives and goals, which includes training staff and/or end users via on-the-job training or classroom instruction; and Communicating in writing to various internal and external customers to accomplish program objectives and goals; and Assisting with implementing Information Technology (IT) security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personal Identifiable Information (PII); and Installing and troubleshooting Information Technology (IT) hardware, software, and networks in a variety of local and/or remote locations; and Configuring Windows-based networks; setting up Windows-based accounts; and/or working with Cloud-based technologies such as Microsoft Office 365, Microsoft Enterprise Tools, etc.; and Deploying and maintaining mobile devices such as laptops, telephones, etc. for employee use. GS-12: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-11 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Communicating orally to various internal and external customers to accomplish program objectives and goals, which includes training staff and/or end users via on-the-job training or classroom instruction; and Communicating in writing to various internal and external customers to accomplish program objectives and goals; and Implementing IT security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personally Identifiable Information (PII); and Configuring and troubleshooting IT hardware, software, and networking technologies in a variety of local and/or remote locations. Configuring windows-based computer equipment, configuring and utilizing Virtual Private Networks (VPN) and utilizing hard drive encryption standards Utilizing remote access industry standards, such as Remote Desktop Protocol (RDP). Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website Qualification Standards:GS-2210: Information Technology Management Series (opm.gov) *Experience that demonstrated accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.*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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy) All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/24/2024.

Education

If qualifying based on education, you must submit transcripts by the closing date of this announcement or you will not be found eligible.

GS-11: PH.D or equivalent doctoral degree in a related field or 3 full years of related progressively higher level graduate education leading to a PH.D or equivalent doctoral degree.

OR

A combination of experience and education as indicated above.

GS-12: There is no educational substitution at this grade level..

All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/24/2024.

Contacts

• Address Customer Service Center - CSC 130 South Elmwood Ave. Buffalo, NY 14202 US
• Name: Stacey Thomas
• Phone: 703 487 8100
• Email: [email protected]