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

Job Title:IT Specialist (Customer Support)

Department:Legislative Branch

Agency:Library of Congress

Job Announcement Number:130144

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$89,033.00 to $115,742.00 / Per Year

OPEN PERIOD:

Wednesday, November 13, 2013 to Wednesday, November 27, 2013

SERIES & GRADE:

GS-2210-13

POSITION INFORMATION:

Open - Permanent

PROMOTION POTENTIAL:

13

DUTY LOCATIONS:

1 vacancy in the following location:
Washington DC, DC View Map

WHO MAY APPLY:

Consideration under this vacancy announcement is limited to the Library of Congress.  Current permanent, indefinite, indefinite not-to-exceed (NTE) and temporary Library employees are eligible to apply. (employees must maintain eligibility at the time of selection).

JOB SUMMARY:

The Congressional Research Service (CRS) seeks an IT Specialist (Customer Support) to work in the Technical Operations Services (TOS) Section of its Office of Information Management and Technology (IMT).

The person selected for this position will have mastery of Windows 7 Professional technologies in a networked environment. Duties of the position include:

  • Installing, moving, and de-installing hardware
  • Installing and configuring Windows-based applications
  • Configuring monitoring tools and maintaining the infrastructure
  • Configuring, maintaining and upgrading Moodle, SCCM, OS Patching and GPO maintenance
  • Ensuring currency of documentation of the entire virtual environment
  • Executing initiatives to reduce failures and defects and improve overall performance
  • Communicating with peers and managers while troubleshooting
  • Managing equipment tracking (e.g. unpacking, decommissioning, etc.)
  • Working with experienced Systems Administrators on environment maintenance
  • Providing instructions and guidance on best practices to members of the team
  • Administering enterprise storage
  • Performing utilization and capacity analysis
  • Tracking hardware inventory
  • Cabling
Information technology professionals with extensive Windows Server and system architecture experience, excellent oral and written communication skills, and the ability to work collaboratively as well as independently to support deadlines are highly encouraged to apply.

CRS works exclusively for the United States Congress, providing policy and legal analysis to committees and Members of both the House and Senate, regardless of party affiliation. As a legislative branch agency within the Library of Congress, CRS has been a valued and respected resource on Capitol Hill for nearly a century.

CRS is well known for analysis that is authoritative, confidential, objective and nonpartisan. Its highest priority is to ensure that Congress has immediate access to the nation's best thinking on public policy issues of interest to its Members and Committees.

KEY REQUIREMENTS

  • See QUALIFICATIONS REQUIRED below.

DUTIES:

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Takes a lead role in providing information technology (IT) technical and customer support to CRS employees by configuring, operating, and managing the CRS automated tracking and resolution system, and diagnosing and resolving problems in response to customer reported incidents.

Installs, configures, troubleshoots, and maintains both desktop and server hardware, operating systems and software systems.

May serve as a contracting officer's representative (COR) for contract employees. Directs and/or assists in directing vendors/contractors in the installation, integration and maintenance of computer hardware, and operating systems.

Supports a wide variety of different platforms, operating systems, applications, and desktop configurations.

Manages CRS computer accounts, employee access rights, and CRS-wide access to information technology systems and equipment.

Writes and maintains system and user documentation.


QUALIFICATIONS REQUIRED:

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Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.

  • Knowledge of IT principles and practices**
  • Ability to troubleshoot problems and make decisions**
  • Ability to conduct systems analyses and design
  • Ability to focus on the customer
  • Ability to interact collaboratively with others
  • Ability to communicate orally


 

HOW YOU WILL BE EVALUATED:

The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review and/or a preliminary telephone interview.

The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview.

The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection.

To preview questions please click here.


BENEFITS:

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The Congressional Research Service is a service unit within the Library of Congress. To learn about our benefits, please visit the Library's Federal Benefits page.

OTHER INFORMATION:

The Congressional Research Service, within the Library of Congress, is part of the Legislative Branch of the federal government. As such, all positions are in the excepted service.

The salary range indicated reflects the locality pay adjustment for the Washington, D.C. metropolitan area. While it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous federal service will generally be paid the minimum step of the grade.

This is a non-supervisory, bargaining unit position.

The tour of duty for this position is full-time.

The position description number for this position is 139395.

The incumbent of this position may elect to work a compflex or flexitime schedule.

RELOCATION EXPENSES ARE NOT AUTHORIZED FOR THE PERSON(S) SELECTED UNDER THIS VACANCY ANNOUNCEMENT.

The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement.

Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation.

Applicants who are referred for interview will be required to submit a completed OF-306, Declaration for Federal Employment.

Initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period.

This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify this agency. The decision on granting reasonable accommodations will be made on a case-by-case basis.

Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The certificate of disability may be issued by a State Vocational Rehabilitation Office, Disability Services or Career Services office of an applicant's college or university, or the Department of Veterans Affairs. The date of certification must be within one year of the vacancy closing date and must be submitted with your application. For more information view the directive on the Library's Selective Placement Program and/or contact the Library's Office of Inclusiveness & Compliance at 202-707-6024 (voice or TTY) or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.

Are you a veteran? Please indicate the type of Veterans' Preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214. Those applying for 10-point preference must fill out an SF-15, Application for 10-Point Veteran Preference, and provide the required documentation listed on the back of the form. For more information regarding eligibility requirements, please see the Library's Merit Selection Plan, Section X.D. IF REQUIRED SUPPORTING DOCUMENTATION IS NOT ATTACHED, VETERANS' PREFERENCE WILL NOT BE CONSIDERED IN THE APPLICATION PROCESS.

HOW TO APPLY:

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Please carefully follow all instructions below to ensure you are considered for the position. You are required to apply online for this announcement. We are unable to accept mailed or emailed applications. To apply online, complete the following steps.

Step 1: Review the Job Announcement. We recommend you go to the end of the Qualifications and Evaluations section of the job announcement to preview the application questions that you will be required to answer.

Step 2: Click the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account (if you do not have a USAJOBS account, you will be asked to build one). If you have not already created a resume in USAJOBS, you will be required to create one. Although you must enter your Social Security number for USAJOBS, this information will not be provided to the Congressional Research Service or the Library of Congress.

Step 3: USAJOBS will redirect you to the Library of Congress hiring management website, where you will complete the application process. Answer all questions honestly and thoroughly, and follow all instructions for uploading required documentation.

Step 4: Click "FINISH" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management account or your USAJOBS account. Your complete online application must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement.

If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact jobhelp@loc.gov, no later than 4:30 p.m. EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.

REQUIRED DOCUMENTS:

Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).

Disabled applicants claiming Selective Placement eligibility must submit the appropriate supporting documentation described in OTHER INFORMATION above. If this required documentation is not attached, your application will not be considered under the Selective Placement Program.

Veterans claiming Veterans' Preference eligibility must submit the appropriate supporting documentation described in OTHER INFORMATION above. If this required documentation is not attached, Veterans' Preference will not be applied to your application.

AGENCY CONTACT INFO:

Customer Service Center
Phone: 202-707-5627
Fax: 000-000-0000
Email: JobHelp@loc.gov
Agency Information:
LIBRARY OF CONGRESS
101 Independence Ave. SE
LM-107
Washington, DC
20540
US
Fax: 000-000-0000

WHAT TO EXPECT NEXT:

Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking "My Applications." You will receive final notification via e-mail when the vacancy has been filled.

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Job Announcement Number:

130144

Control Number:

355218400