Information Technology Specialist (Customer Support)(Helpdesk), GS-2210-07/09, ITSB-JMB-DEU-External

US Department of Commerce - Jeffersonville, IN

Full-time | Part-time
Duties
Summary
Applications under this job opportunity announcement will be considered under external competitive procedures only. This vacancy is also being advertised under merit promotion procedures as NPC-201 9-0285 , Information Technology Specialist (Customer Support)(desk) , GS-2210-07/09, ITSB-JMB-MAP-Internal which can be accessed at http://jobsearch.USAJOBS.gov/.

Responsibilities
This job opportunity is for an Information Technology Specialist (Customer Support) position in the User Support Unit, Technical Services Section, Information Tenchnology Support Branch (ITSB) at the National Processing Center (NPC), U.S. Bureau of the Census located in Jeffersonville, Indiana. This position is responsible for planning and delivery of customer support services at the point of computer user/specialist interface, including installation, configuration, troubleshooting, customer assistance, and/or training. This position is included in the bargaining unit.

This job opportunity announcement may be used to fill additional vacancies.

The individual(s) selected for this position will:
Diagnose and resolve problems in response to customer-reported incidents.
Develop and maintain problem tracking and resolution databases.
Research, evaluate, document, and provide feedback on problematic trends.
Serve as a conduit and facilitator for the end user(s) to describe and identify a problem to be resolved using policies, profiles, or practices.
Develop testing and written instructions for new procedures and special projects.
Install, configure, upgrade, troubleshoot, and maintain hardware and software.
Tour of Duty : Monday through Friday, 7:00 a.m. to 3:30 p.m. AWS and other flexible schedules may be made available at a later date.

Travel Required
Not required

Supervisory status
No

Promotion Potential
09

Job family (Series)
2210 Information Technology Management

Similar jobs
Computer And Information Systems Managers
Computer Support Specialists
Computer Systems Managers
Computer User Support Specialists
End-User Support Specialists
Information Systems Managers
Requirements

Requirements
Conditions of Employment
Must be a U.S. citizen and suitable for Federal employment.
If resume is incomplete, applicant may not be considered for this vacancy.
Must be registered for Selective Service, if applicable.
You must meet all qualification requirements by the closing date of this announcement.

Candidates must clear the fingerprint process and initiate the required background investigation prior to final selection.

A one year probationary period will be required.

Qualifications
Applicants must demonstrate in their resumes paid or unpaid experience and/or completion of specific, intensive training such as IT certification, as appropriate. Their IT-related experience should demonstrate 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.
Specialized Experience: You qualify at the Grade 7 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 05 level to meet the qualification requirements in the Federal Service. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience is defined as diagnosing and resolving basic computer problems; keeping a log of work performed; creating and routing trouble tickets using a Remedy ticketing system; installing, configuring, and maintaining hardware and software in a Microsoft domain; working with a large user base and associated computers in compliance with required policy and IT standards; knowledge of confidential and protected data and systems requirements; assistant with application package and image deployment using a Microsoft System Center Configuration Manager (SCCM) system; and providing account management support, client connectivity support and client application support for various devices to include but not limited to Geographical Information software suites, JAVA-based applications, SecureID systems, and Citrix Systems.

You qualify at the Grade 9 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 07 level to meet the qualification requirements in the Federal Service. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience is defined as diagnosing and resolving unique and/or uncommon customer-reported computer incidents requiring investigation or research; developing and maintaining problem tracking and resolution databases within a Remedy ticketing systems; experience with confidential and protected data and systems requirements; installing, configuring, troubleshooting, and maintaining customer hardware and software in a Microsoft domain; experience with the deployment of application packages and images using a Microsoft System Center Configuration Manager (SCCM) system; and utilizing remote assistance tools to troubleshoot or resolve unique problems with customer service to include but not limited to Geographical Information software suites, JAVA-based applications, SecureID systems, and Citrix Systems.

Education Substitution for the grade 7 : 1 full year of graduate level education or superior academic achievement (S.A.A.) 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.

S.A.A. is based on(1) class standing, (2) grade-point average, or (3) honor society membership.

1. Class standing - Applicants must be in the upper third of the 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. Grade-point average (G.P.A.)- Applicants must have a grade-point average of:
a. 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or
b. 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.
3. Election to membership in a national scholastic honor society - Applicants can be considered eligible based on membership in one of the national scholastic honor societies. These honor societies are listed by the Association of College Honor Societies.

Education Substitution for the grade 9 : 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 in a 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.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., PeaceCorps, 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.

Qualification requirements contained in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Standards Handbook, which contains Federal qualification standards. This handbook is available on OPM’s website at http://www.opm.gov/qualifications.

Education
Additional information
The following links provide information on various hiring authorities that do not fall under competitive examining procedures; however, they may enable you to apply through merit assignment procedures, or be eligible for a non-competitive appointment.
VRA
30% or more disabled veteran
Persons with disabilities
CTAP
ICTAP
Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP) candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining a rating of at least 85 out of 100. Information about CTAP/ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: http://www.opm.gov/ctap .

CTAP applicants MUST submit the following documents:
A copy of your Reduction In Force (RIF) separation notice, notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice of eligibility for discontinued service retirement, or similar notice);
A copy of your latest SF-50 “Notification of Personnel Action”, - noting current position, grade/band level, and duty location;
A copy of your last performance appraisal including rating; and
Any documentation from your agency that shows your current promotion potential.

ICTAP applicants MUST submit the following documents:
A copy of your Reduction In Force (RIF) separation notice; notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; notice of disability annuity termination; certification from your former agency that it cannot place you after your recovery from a work-related compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement.
A copy of your SF-50 “Notification of Personnel Action”, documenting your RIF separation, noting your position, grade/band level, and duty location, and/or Agency certification of inability to place you through RPL, etc.;
A copy of your latest performance appraisal including your rating; and
Any documentation from your agency that shows your current promotion potential.
The Department of Commerce provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, notify the Human Resources Branch. The decision on granting reasonable accommodation will be on a case-by-case basis. TTY users can contact the Human Resources Branch via the Federal Relay Service, 1-812-218-3610.

The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, membership in an employee organization, or any other non-merit factor.

Employees who receive a buyout and subsequently return to positions in a Federal agency within 5 years after the date of separation on which the payment is based, whether by reemployment or contracts for personal service, are generally obligated to repay the full amount of the buyout to the agency that paid it before the individual's first day of reemployment.

How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.

We will review your resume, optional cover letter, supporting documentation, and dates of employment (mm/dd/yy) on the resume to determine if you meet the qualifications for the position. If you meet the qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the scored occupational questionnaire (True/False, Yes/No, Multiple Choice questions) that you completed as part of the application and place you in one of three pre-defined categories. These categories are “gold”, “silver”, and “bronze”. Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire or your score will be lowered. The best-qualified candidates will be identified for referral to the hiring manager and may be invited for an interview.

How applicants will be evaluated for preference eligibility : Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed. Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold).

The scored occupational questionnaire will evaluate the applicant on the following competencies; do not provide a separate written response:
Knowledge of customer support and service principles.
Skill in verbal and written communication to receive, document, and respond to help desk calls.
Knowledge of Information Technology principles and practices sufficient to perform work troubleshooting IT (personal computers, laptop computers, software, printers, scanners, fax machines, etc).
Ability to assist in the performance of IT administration functions such as managing changes to the system environment, implementing new applications or conversation to new operating systems, and deployments.

To preview questions please click here .

Background checks and security clearance
Security clearance
Other

Drug test required
No

Required Documents

Required Documents

A complete application consists of the following:
Resume showing relevant experience, optional cover letter, and the online questionnaire. Your resume must indicate country of citizenship and if you are registered for Selective Service if you are a male born after 12/31/59. Your resume should also list your educational and work experience including the dates (mm/dd/yy) of each employment along with the number of hours worked per week, annual salary, and specify the job duties related to the advertised position. For work in the Federal service, include the grade level of the position(s). Your resume will be used to validate your responses to the occupational questionnaire.

Veterans' Preference documentation, if applicable. Indicate on resume the type of veterans' preference claiming and provide the appropriate supporting documentation (DD-214 stating disposition of discharge or character of service to validate claim of veterans’ preference and, if applicable, VA letter). If a compensable veteran is selected, an SF-15 will be required prior to appointment. Active duty service members must submit certification from the armed forces that the service member is expected to be discharged or released from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. For more information regarding eligibility requirements, go to: http://www.fedshirevets.gov/index.aspx . For a fillable copy of the SF-15, go to: http://www.opm.gov/forms/pdf_fill/SF15.pdf .

Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP) documentation , if applicable. See the "Other Information" section.

Education: If using education substitution, a combination of experience and education, or the position requires higher education, you must submit a transcript (official or unofficial) or a list of courses that includes the following information: name of accredited institution, grades earned, completion dates, and quarter and semester hours earned. If selected, an official transcript will be required prior to appointment. Education completed in foreign colleges or universities may be used to meet the requirements. Refer to http://www.opm.gov/qualifications/policy/ApplicationOfStds-04.asp for more information.

You are not required to submit official documents at this time; copies are sufficient.

Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education’s website - http://www.ed.gov/international/usnei/us/workrecog.doc . You must provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation will result in lost consideration.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits .

The U.S. Census Bureau offers a comprehensive benefits package. Explore the benefits offered to most Federal employees at https://www.usajobs.gov//working-in-government/benefits/

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.