Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a IT Specialist (CustSpt). You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Sacramento, California

Duties

Performs routine and recurring assignments in the delivery of customer support services, completing assignments independently or in support of higher graded specialists. Performs the following major duties associated with these assignments: -Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. -Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. -Participates in internal staff meetings, sharing information obtained through research of tracking/ticketing systems, presenting alternatives and recommendations for improving customer service delivery, and assisting higher graded specialists in preparing for such meetings or data calls. -Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Qualifications

To qualify for the IT Specialist (CusSpt), GS-2210-5/7/9, you must have: IT related experience in the following four competencies: 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. AND To qualify at the GS-5 grade level, you must have: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-04 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Assisting senior IT Specialist in troubleshooting and resolving computer issues in a customer service setting. -or- Education: B. Possess bachelor's degree in a related field. -or- Combination: Possess a combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-05 grade level (Must submit copy of transcripts). To qualify at the GS-7 grade level, you must have: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-05 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Assisting senior IT Specialist in troubleshooting and resolving computer issues. 2)applying basic IT principles and practices to provide software/hardware maintenance support. -or- Education: I have one full year of graduate level education in a related field. -or- Combination: A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-07 grade level (Must submit copy of transcripts). Superior Academic Achievement: Superior Academic Achievement is based on 1) class standing, 2) grade-point average, or 3) honor society membership. To qualify at the GS-9 grade level, you meet the following: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-05 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Experience in application of information technology principles, concepts, and methods sufficient to diagnose, troubleshoot, and resolve problems in response to customer reported events; 2) install, configure, and test hardware and software components; 3) perform routine and recurring assignments to deliver customer support services for real-time mission critical systems independently. -or- Education: A master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. **Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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. This may be found in the undergraduate and graduate education. Must submit transcripts for both, if applicable. -or- Combination: A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level. If your resume is incomplete or does not support the responses you provided in your online questionnaire, or if you fail to submit all required documentation before the vacancy closes, you may be rated 'ineligible', 'not qualified', or your score may be adjusted accordingly. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). Applicants eligible under the Land Management Workforce Flexibility Act (LMWFA) are not required to meet time-in-grade restrictions in order to be considered. You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 01/03/2025.

Education

This vacancy announcement allows substituting education for experience at the GS-05/07/09 grade levels. You must submit a copy of college transcript(s) (unofficial copy is acceptable) to support claimed education if substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not-qualified for the position.

You will be required to provide official college transcripts to verify educational qualifications, if selected. An official transcript must be sent directly from the University's Registrar's office and must be provided from the institution awarding the degree. Academic transcripts certified by notary publics are NOT official. Official transcripts must be submitted prior to reporting to work as a condition of employment. Failure to submit official transcripts may be grounds for dismissal or rescission of the job offer.

Accreditation: Only education from an accredited college or university recognized by the Department of Education is acceptable to meet education requirements or to substitute for experience, if applicable. For additional info, refer to the Office of Personnel Management and U.S. Department of Education.

Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. For additional info, refer to the U.S. Network for Education Information.

Contacts

• Address CVO Bureau of Reclamation 3310 EL CAMINO AVE SUITE 300 Sacramento, CA 95821 US
• Name: BOR CA Great Basin Human Resources Office
• Phone: 916-978-5476
• Email: [email protected]