For the GS-11:
At least one year of specialized
experience at the next lower grade level. Specialized experience includes:
applying customer support concepts and methods; installed operating systems,
network systems, applications, protocols, and equipment; and the Information
Technology infrastructure sufficient to serve as senior customer technical
analyst responsible for resolving the most complex customer problems; applying
customer support concepts and practices and new customer support technologies
sufficient to evaluating and reporting on new information technology tools and
trends related to customer support services; recommending purchase of new tools
to enhance the delivery of customer support services; applying customer support
concepts and methods; procedures for troubleshooting and recovering systems and
files; and customer organizations Information Technology infrastructures
sufficient to review, validate, and standardize problem resolutions for
inclusion in the problem resolution database; possessing in depth knowledge of
the organization's Information Technology infrastructure; Information
Technology security principles and skill in applying customer support concepts
and methods sufficient to install, configure, and test software on customer
workstations and peripheral devices; applying Information Technology methods
and procedures for documenting problem resolution, troubleshooting and data
analysis techniques as well as coordinating customer support activities
sufficient to receive, responding to and ensuring complete resolution of
complex Issues beyond what a Help Desk can resolve; having Information
Technology related experience demonstrating each of the four competencies
listed below. The employing agency is responsible for identifying the specific
level of proficiency required for each competency at each grade level based on
the requirements of the position being filled. 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. NOTE: A full year of work is
considered to be 35-40 hours of work per week. Part-time experience will be
credited on the basis of time actually spent in appropriate activities.
Applicants wishing to receive credit for such experience must indicate clearly
the nature of their duties and responsibilities in each position and the number
of hours a week spent in such employment.
A Ph.D. or equivalent doctoral
degree or 3 full years of progressively higher level graduate education leading
to a Ph.D. or equivalent doctoral degree in computer science, engineering,
information science, information systems management, mathematics, operations
research, statistics, or technology management -OR- Ph.D. or equivalent
doctoral degree or 3 fully years of progressively higher level graduate
education leading to a Ph.D. or equivalent doctoral degree that provided a
minimum of 24 semester hours in one or more of the fields identified above and
required the development and adaptation of applications, systems or networks. A
transcript (official or unofficial) or course listing must be submitted with
your application package.
You will be rated on the following Knowledge,
Skills, Abilities and Other characteristics (KSAOs) as part of the assessment
questionnaire for this position:
computer systems, hardware, software, applications, data sources, and the
interaction of these with each other and with computer networks, data flow, and
and experience with computer operating systems and application software.
and experience in principles and practices involved with installing and
maintaining Local Area Networks (LAN).
and experience in preventative maintenance, risk recognition and evaluation
techniques and basic Automated Data Processing (ADP) security issues to make
recommendations and take appropriate actions in these areas.
communicate detailed technical information in a clear, logical, and concise
manner both orally and in writing.
The work is
sedentary. No special physical demands are required to perform the work. Duties
may require lifting and carrying computer equipment such as monitors and printers.
However, the work does involve some cable pulling for additional circuit
installs, walking in a campus environment, standing, bending, and carrying
items differing in weight no more than 50 lbs.
information on these qualification standards, please visit the United States
Office of Personnel Management's website at http://www.opm.gov/qualifications
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.