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    Duties

    Summary

    As an IT Specialist (Customer Support) you will be responsible for providing technical support to the Farm Credit Administration (FCA) and Farm Credit System Insurance Corporation (FSIC) user community. This position is located in the Office of Information Technology (OIT), Operations Division (OD), Client Solutions Team in McLean, Virginia.

    Learn more about this agency

    Responsibilities

    Serves as an IT Specialist (Customer Support) working alongside team members in the Client Solutions Team of the Operations Division providing Information Technology (IT) desktop hardware and software support to FCA and FCSIC users. Duties include:

    • Receiving, responding to, and ensuring complete resolution of any Helpline service requests; documents actions taken; gives needed guidance or training to customers to prevent recurrences; and assists more experience specialists in resolving very complex problems.
    • Coordinating the installation and configuration of IT related software and hardware equipment.
    • Providing support for conferences, training and other events including, but not limited to: setting up and taking down audio, video and other equipment as needed.
    • Distributing and setting up assets including laptops, docking stations, monitors, mobile devices and other IT equipment.
    • Developing draft memos, user guidelines, procedural information and tips to improve work efficiency and user experience. Conducting technical training for users as needed.
    • Providing input to periodic IT briefings and developing monthly status reports related to IT services.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    38

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    Requirements

    Conditions Of Employment

    • Must be a U.S. citizen.
    • One year probationary period, unless previously served.
    • Suitability for Federal employment, as determined by a background investigation.
    • Males born after 12-31-59 must be registered for Selective Service.

    Qualifications

    You may qualify at the VH-35 (GS-09) band level if you fulfill one of the following qualification requirements:
    1. One year of specialized experience equivalent to the VH-34 (GS-07) band level in the Federal service that demonstrates your ability to meet both parts of the following: a) providing technical assistance to users in resolving and troubleshooting computer problems support to include setup, configuration, imagining, managing, and deploying customer workstations on a daily basis; OR
    2. A master's or equivalent graduate degree in an accredited or pre-accredited college or university; or 2 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.B. or J.D degree, if related. Graduate level education must demonstrate the competencies necessary to do the work of the position, examples of qualifying fields include computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.); OR
    3. A combination of education and experience as listed above.

    In addition to meeting specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below.

    1. Attention to Detail- Is thorough when performing work and conscientious about attending to detail.
    2. 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.
    3. 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.
    4. Problem Solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

    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

    If this position has a positive education requirement as part of the Basic Qualification Requirements, you MUST submit copies of your transcript(s) that include: your name, the name of the educational institution, course titles, number of semester/quarter hours, cumulative GPA, grade(s) earned and degree(s) awarded. Unless otherwise stated: (1) official or unofficial transcripts are acceptable at the time of application, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. Educational institutions must be accredited by one of the accrediting agencies or associations recognized by the U.S. Department of Education. All materials must be submitted by the closing date of the announcement.

    Pass/Fail Courses: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

    Graduate Education: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

    Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the 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.

    Additional information

    Only experience and education obtained by the closing date of this announcement will be considered.

    • All FCA employees are subject to the conflict of interest laws and Standards of Ethical Conduct imposed upon all employees of the Executive Branch of the Federal Government and may be required to file a Financial Disclosure Report.
    • FCA's supplemental ethics regulations restrict certain FCA employees concerning their direct or indirect interests in, or connections with, Farm Credit System institutions. These rules also require all employees to obtain approval for outside employment or business activities. Please contact the HR Division for additional information on these rules.
    • FCA uses E-Verify to confirm the employment eligibility of all newly hired employees.
    • This announcement may be used to fill additional vacancies if openings in the same series and grade occur.
    • This position is also advertised for non-competitive and status eligible candidates; if you would like to be considered under both merit promotion (MP) and delegated examining (DE) procedures, you must apply to both announcements.

    How You Will Be Evaluated

    Your resume serves as the basis for the determination of your qualifications and should highlight relevant work experience and education (if applicable) as it relates to this position. Your resume must include the following information:

    • Paid and non-paid work experience including your position title, start and end dates (month/year) of employment, average number of hours worked per week and salary;
    • Position series and grade for Federal positions;
    • Indication of the knowledge, skills and education you have that are pertinent to this position;
    • Specific duties you have performed as a regular part of your job with indications of the level of responsibility and complexity of work;
    • Names and contact information for your current and/or previous supervisor(s).

    You must provide the information specified above in your resume to be considered for this position. Your resume must include enough detail to permit a valid determination that you meet eligibility and specialized experience requirements for each grade for which you are applying. Take a look at this online video for ideas on how to communicate your qualifications. If review of your resume and your responses to the self-assessment questions demonstrate that you have inflated your qualifications and/or experience, a score will be manually determined that reflects your documented experience. This may result in a lower score which may eliminate you from consideration for this position.

    Your application will be evaluated and rated under Category Rating and Selection procedures. Eligible candidates will be placed in one of three pre-defined quality categories, described below. The category assignment is a measure of the degree in which your background matches the competencies required for this position.

    Highly-Qualified Category: In addition to meeting minimum qualifications, applicants must fully demonstrate proficiency in all major aspects of the position.
    Well-Qualified Category: In addition to meeting minimum qualifications, applicants must demonstrate proficiency in some but not all of the major aspects of the position.
    Qualified Category: In addition to meeting minimum qualifications, applicants must demonstrate a basic level of knowledge, skill and ability of the position.

    Your qualifications will be evaluated on the following knowledge, skills, abilities (KSAs) and other characteristics relevant to the duties of this position:
    • Attention to Detail
    • Customer Service
    • Oral Communication
    • Problem Solving


    Under category rating procedures, veterans' preference points and the "rule of three" are not applied. The rights of eligible veterans are protected by placement on the list ahead of non-preference eligibles within each pre-defined quality category. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent (i.e., CPS and CP) are listed in the Highly-Qualified category except when the position is being filled is scientific or professional at the VH-35 (GS-09) band level or higher.

    Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) candidates must be rated "Well Qualified" for the position to receive priority consideration.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required

    No

    Position sensitivity and risk

    Moderate Risk (MR)

    Trust determination process

    Suitability/Fitness

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    Required Documents

    You must provide a complete Application Package through USAJOBS that includes your resume, responses to the Applicant Questionnaire and supporting documentation:

    1. Current Resume: All applicants must submit a current resume. See the Qualifications and Evaluation section of the announcement for details on the information required. You can use USAJOBS resume builder or upload your own resume. Need help? Get some tips from this online video on Federal resume-writing.
    2. Transcript(s): All applicants must submit a copy of their college/university transcript(s) for positions with a positive education requirement. See the Education section of the announcement for details on education requirements for this position. Unofficial transcripts are acceptable at the time of application, but if you are selected, you must provide official transcripts to the Human Resources Office to verify your education prior to your entry on duty.
    3. CTAP/ICTAP applicants only: If you are claiming priority consideration under CTAP or ICTAP, you must submit a) A copy of your RIF Separation Notice or Certification of Expected Separation or other documentation indicating that you are a surplus employee; b) Evidence of full performance level of current position; c) A copy of your most recent performance appraisal; and d) A copy of your most recent SF-50, Notification of Personnel Action.
    4. Veterans' Preference eligibles: If you are claiming veterans' preference, you must submit a copy of your Certificate of Release of Discharge From Active Duty, DD-214 (Member Copy 2 or 4), or other official documentation from a Branch of the Armed Forces or the Department of Veteran's Affairs showing dates of service and type of discharge. If you are currently on active duty, you must provide an official statement of service from your command/unit which states the date you entered active duty, expected discharge type and date, and campaign medals you have received OR other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions. If the appropriate information is not submitted to confirm your discharge status, dates of service, etc., you will not receive credit for the claimed active duty military service.
    5. 10-point Preference Eligible Veterans: If you are claiming Veterans' Preference based upon a Compensable Disability, Widow or Spouse Entitlement, or as a Purple Heart recipient, you must submit your DD-214 (Member Copy 2 or 4) AND documentation to support your status, e.g., Department of Veterans Affairs letter dated 1991 or later, marriage license, death certificate, etc. If you do not submit appropriate or adequate information to confirm your eligibility you may not receive the credit claimed.

    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.

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    Benefits

    https://www.fca.gov/about/benefits

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    How to Apply

    To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section above. A complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration.

    • To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
    • Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
    • After acknowledging you have reviewed your application package, complete the "Include Personal Information" section as you deem appropriate and click to continue with the application process.
    • You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.

    To verify the status of your application, log into your USAJOBS account and all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated.

    If applying online poses an extreme hardship, you may request alternate application procedures to submit your application package by fax. Contact the FCA HR Division between 8:15 a.m. and 5:00 p.m. ET, at least two business days prior to the closing date of this announcement at AskHR@fca.gov or 703-883-4135. The alternate application package must be received in the Human Resources Division no later than 11:59 p.m. ET on the closing date of this announcement. NOTE: Paper applications and documents sent via mail will NOT BE ACCEPTED.

    If you need technical assistance with your online application, you can contact the USAJOBS customer support desk Monday through Friday from 7:00 a.m. to 8:00 p.m. ET, and Saturday from 8:00 a.m. to 4:00 p.m. ET. You can find answers to many of your questions on the USAJOBS Help Center.

    Agency contact information

    FCA HR Division

    Phone

    703-883-4135

    Fax

    703-893-2608

    Email

    AskHR@fca.gov

    Address

    Office of Agency Services, Human Resources Division
    1501 Farm Credit Drive
    McLean, VA 22102
    US
    Learn more about this agency

    Headquartered near our nation's capital, the Farm Credit Administration (FCA) is a small, independent federal agency. We regulate and examine the Farm Credit System, a nationwide network of financial institutions providing credit and related services to farmers, ranchers, and their cooperatives. For the past several years, the Best Places to Work Survey has ranked FCA among the top places to work among small agencies in the Federal Government.

    Visit our careers page

    Learn more about what it's like to work at Farm Credit Administration, what the agency does, and about the types of careers this agency offers.

    https://www.fca.gov/

    Next steps

    You will be notified up to four times during the hiring process: 1) upon receipt of your application, 2) upon determination of your eligibility or qualifications, 3) after certificate(s) are issued, and 4) after final selection is made. You can check the status of your application at any time by logging into your USAJOBS account and selecting "Application Status." We recommend that you also opt to receive USAJOBS status update emails. Please notify us if your contact information changes after the closing date of the announcement.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/601679700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.