GS 9: One year of specialized experience at the next lower grade level. Specialized experience is experience that is demonstrated by assignments where you assist with responses or respond to routine Help Desk tickets and/or other routine customer service request for IT technical assistance. General IT Specialist duties performed at the GS-07 level.
GS-9- Attention to Detail - Is thorough when performing work and conscientious about duties involving job related IT support and It project planning.Working knowledge/experience which is demonstrated by: Working with leaders in establishing specific measures for technical tasks you are assigned or are responsible for. Helping to inform others of expectations, including what is to be accomplished. Working with superiors in developing a plan for improving the quality of your work.
GS-9- Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that regional service lines are responsible for, 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.Working knowledge/experience which is demonstrated by: Participating in informal discussions with customers to see how well you are currently meeting their needs Assisting in creating tips in avoiding some of the top problems raised by customers Researching new forms of technology that help meet customer's needs.
GS-9- 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.Working knowledge/experience which is demonstrated by: Working with superiors in creating a communication plan to keep supervisor and team up-to-date on business issues and deliverables. Working with team to open communication channels assisting in overcoming bottlenecks and encourages flexibility. Working to provide opportunities for team to be involved in planning and implementation so that their commitment to change is increased.
GS-9- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.Working knowledge/experience which is demonstrated by: When faced with an issue or problem, breaking the problem down into manageable parts and seeking guidance when needed. Considering various ways the situation can be resolved. Presenting manageable solutions. Before selecting a solution, considering the impact of various choices on the IT environment and the personnel involved.
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 in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management -OR- 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 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. A transcript (official or unofficial) or course listing must be submitted with your application package. -OR- A combination of successfully completed graduate education and specialized experience described in question 1 and 2? A transcript (official or unofficial) or course listing must be submitted with your application package. To calculate the combination of education and experience, determine the amount of experience you have as a percentage of the experience required for the grade level. Then determine the amount of education you have as a percentage of the education required for the grade level. Only education in excess of the amount required for the next lower grade level is qualifying. Add the two percentages; the total percentage must equal at least 100% to qualify for the grade level.
You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:
Ability to communicate effectively, orally, and in writing.
Skill to provide comprehensive software, IT (Information Technology) systems, equipment guidance, and/or training to enhance customer knowledge as well as to prevent problematic recurrence of Help Desk tickets.
Knowledge in applying IT (Information Technology) methods and procedures.
Knowledge of an organization's IT (Information Technology) infrastructure, IT security principles, and applying customer support concepts and methods.
PHYSICAL REQUIREMENTS: The work is sedentary and active, requiring walking throughout the medical center. Duties may require lifting, carting, and carrying computer equipment such as monitors and printers weighing 20-40 pounds. Asking assistance from other specialist to help with lifting is encouraged. There may be limited crawling under desks and behind areas to gain access to equipment.
For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/qualifications .
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).
APPLICANTS PLEASE NOTE: 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. Please refer to this checklist to ensure proper accreditation and for foreign education requirements.
When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability. If the military member is within 120 days of separation and does not yet have a DD214, the member may instead submit any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed.
Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf) and required documentation with your application materials. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.
HOW YOU WILL BE EVALUATED:
Applicants will be ranked based on four quality groups, as follows:
- Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
- Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
- Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
- Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.
After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group. Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group. Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group. The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview. The remaining groups may be referred based on the number of applicants available.