This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Information Technology Specialist (Customer Support)

Department:Department Of Agriculture

Agency:Animal and Plant Health Inspection Service

Job Announcement Number:24PQ-2013-0069

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$62,467.00 to $97,333.00 / Per Year

OPEN PERIOD:

Wednesday, January 16, 2013 to Wednesday, January 30, 2013

SERIES & GRADE:

GS-2210-11/12

POSITION INFORMATION:

Full-Time - Permanent

PROMOTION POTENTIAL:

12

DUTY LOCATIONS:

1 vacancy - Frederick, MD, USView Map

WHO MAY APPLY:

This announcement is open to all United States citizens. (Current and Former Federal employees may also apply with a separate application to Merit Promotion vacancy announcement #6PQ-2013-0055. For information on viewing Merit Promotion announcements, click Locating a Status Position on USAJOBS.)

JOB SUMMARY:

Relocation expenses will not be paid.  The incumbent is responsible for providing a full range of Information Technology (IT) needs, particularly as it relates to the delivery of training and education services and technical documentation for Plant Protection and Quarantine (PPQ). Specifically, the incumbent serves as a systems administrator for all of the Professional Development’s (PDC) microcomputers and the Local Area Network (LAN), technical contact for voice and data communications and videoconferencing, and serves as an IT consultant for PDC staff members.

You can make a difference! The U.S. Department of Agriculture's (USDA) Marketing and Regulatory Programs (MRP) needs bright, energetic and committed professionals to facilitate the domestic and international marketing of U.S. agricultural products and to protect the health and care of animals and plants in the United States. MRP offers an array of occupations and is committed to diversity in the workplace. We operate in domestic and global markets. Be part of an organization that protects the health and agriculture of the American people. Join our team!

 

APHIS is an emergency response agency. This means that all Agency employees may be asked or assigned to participate in rotating temporary duty assignments to support emergency programs at some time during their careers with APHIS. For details click: APHIS Emergency Response

KEY REQUIREMENTS

  • U.S. Citizenship

DUTIES:

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The duties described are for the full-performance level. At developmental grade levels, assignments will be of more limited scope, performed with less independence and limited complexity.  The duties may include, but are not limited to:

  • Assesses, analyzes, and documents customer needs for IT applications, systems, and services based on customer interviews and requirements.
  • Identifies a wide variety of large- and small-scale problems with computer systems, equipment, and software, including those involving system integration and configuration management.
  • Provides in-depth technical expertise and support system capabilities, design features, staff and equipment requirements, data communications requirements, hardware, software, or operating systems capabilities and requirements.
  • Serves as the PDC security officer, establishing appropriate physical security measures, software security measures, and management controls.
  • Conducts technical assessments and provides advice, review, and recommendations regarding purchase of IT equipment, hardware, and software.
  • Designs, develops, delivers, and evaluates training for basic computer skills and PPQ-specific applications.


QUALIFICATIONS REQUIRED:

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To qualify, you MUST meet all qualification requirements by the closing date of the announcement.

 

Applicants can qualify by meeting the EDUCATION requirements specified below and/or the SPECIALIZED EXPERIENCE requirements.

 

EDUCATION

GS-11:  Ph.D., or equivalent doctoral degree, or three full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, or technology management.

 

THERE IS NO EDUCATION SUBSTITUTION FOR THE GS-12 GRADE LEVEL.

 

TRANSCRIPTS are required if:

  • You are qualifying for the position based on education.
  • You are qualifying for this position based on a combination of experience and education. 

This education must have been successfully completed and obtained from an accredited school, college, or university.  For more information on submitting transcripts, click: Transcripts

 

SPECIALIZED EXPERIENCE AT THE GS-11/12 GRADE LEVELS

Applicants must have one year of specialized experience equivalent in level of difficulty and responsibility to the next lower level in the Federal Service.

 

Examples of GS-11 qualifying experience include, but are not limited to:

  • Reviewing, validating, and standardizing problem resolutions for inclusion in the problem resolution database.
  • Serving as senior customer technical analyst with responsibility for resolving the most complex customer problems, e.g. by reimaging customer workstations and correcting others affected by similar problems. 

Examples of GS-12 qualifying experience include, but are not limited to:

  • Preparing standard log-in scripts and establishing network access protocols enabling customers to gain local or remote access.
  • Evaluating and reporting on new tools and trends in the customer support field, such as browser-based and speech-enabled customer support services; organizing vendor demonstration sessions for other specialists; and recommending purchase of new tools to enhance the delivery of customer support services. 

In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below. Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required.

 

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.


Special Conditions:

  • Males born after 12/31/59 must be registered with the Selective Service.
  • DD214 (Member 4 copy) or other veterans' documents required to receive veterans' preference.
  • As a condition of employment, a background investigation may be required for this position.
  • Subject to satisfactory completion of one-year probationary period.
  • Work is primarily sedentary but does require bending, stooping, and lifting desktop computer equipment peripherals.  Physical stamina is required to meet short deadlines.  Frequent work at a computer terminal for extended periods is also involved.
  • Moderate travel in the Northeastern Region is required.

HOW YOU WILL BE EVALUATED:

  • Your application will be rated on the extent and quality of your experience, education and training relevant to the position. Your resume must support that you meet the specialized experience requirements described above and are proficient in the following skills or competencies below. Please note you are not required to provide specific narrative responses to the skills and competencies described in this section. 
    • Communication Skills
    • Organizational Skills & Teamwork
    • Staff Leadership, Program & Project Management
    • IT Technical Expertise – Customer Service
  • Category rating procedures will be used to rank and select eligible candidates. The following quality categories will be used: Best Qualified, Well Qualified, and Qualified. Within each quality category, veterans' preference eligibles will receive selection priority over non-veterans.
  • Your final category placement will be based on your responses to the assessment questionnaire. Please ensure your resume provides enough detail to support your responses.
  • If, after reviewing your resume and / or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score can / will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your rating. Deliberate attempts to falsify information may be grounds for not selecting you.

To preview questions please click here.


BENEFITS:

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Eligibility for employee benefits depends on your type of appointment and your tour of duty (work schedule). Generally, you must be hired on a permanent basis and have a regular full or part-time work schedule. For more information on potential benefits, go to: Federal Employee Benefits

 

Salary:

Range for GS-11: $62,467 to $81,204 (incl. 24.22% locality pay)

Range for GS-12: $74,872 to $97,333 (incl. 24.22% locality pay)

 

This salary range does not reflect the general pay increase scheduled for April 2013.



OTHER INFORMATION:

  • For information regarding CTAP eligibility for displaced Federal employees click: Career Transition Assistance Programs
  • More than one selection may be made if another vacancy occurs within 90 days of the issuance of the certification of eligibles.
  • Persons with disabilities who require alternative means for communication of program information (Braille, large print, audiotape, etc) should contact: USDA's TARGET Center at 202-720-2600 (voice and TDD).
  • For information on filing a complaint of discrimination, click: Filing a Complaint


  • HOW TO APPLY:

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    A complete on-line application will require the submission of the following:

    • Resume
    • Responses to the vacancy specific questions (you will be prompted to complete these questions during the online application process)
    • Supporting Documentation which may be required (see links under Required Documents for more information)

    For instructions on using the on-line system click: APPLYING ON-LINE

    For instructions on submitting documents click: SUPPORTING DOCUMENTATION



    REQUIRED DOCUMENTS:

    Click on the following links to see if the supporting documentation is applicable to you:

    Critical Submission Requirements and Reminders

    • Help in applying online is available Monday through Friday from 8 a.m. to 4:30 p.m. Central Time at the number listed in the Contact information section.
    • All application materials and supplemental documentation will be accepted until midnight Eastern Time on the closing date.
    • Application and supporting documentation will not be accepted via e-mail.
    • Due to the high volume of applicants, we are unable to confirm receipt of supporting documentation. If faxing, you should retain confirmation of a successful fax transmission including the number of pages successfully transmitted as proof of submission.
    • If a document is resubmitted, it replaces the previous submission, which means the previous document is no longer available to the human resources office. If you are adding to, rather than replacing a previous submission, you must fax and/or upload both the old document and the new document.
    • Applicants who cannot apply on-line must request a hard copy application packet from the Agency Contact listed in the vacancy announcement. Resumes and/or supporting documentation alone will not be considered without the inclusion of a hard copy application packet.

    AGENCY CONTACT INFO:

    DO NOT EMAIL DOCUMENTS
    Phone: 612-336-3326
    Fax: 612-336-3560
    Email: Mary.L.Kubow@aphis.usda.gov
    Agency Information:
    Animal and Plant Health Inspection Service
    100 N 6th Street, Butler Sq Bldg, 510C
    Minneapolis, MN
    55403
    US
    Fax: 612-336-3560

    WHAT TO EXPECT NEXT:

    You may check the status of your application on-line 24 hours a day through USAJOBS. Status updates will be available after 2-3 weeks. For instructions on checking your application status click : Checking My Application Status No additional correspondence will be sent.

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    Job Announcement Number:

    24PQ-2013-0069

    Control Number:

    335758100