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, GS-2210-09 (CUSTSPT)

Department:Department Of Commerce

Agency:Department of Commerce - Agency Wide

Job Announcement Number:NTIS-2014-0016

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

The contents of the announcement can still be viewed.


$52,146.00 to $67,787.00 / Per Year


Thursday, June 12, 2014 to Wednesday, June 18, 2014




Competitive Service: Career or Career Conditional - Full-time Permanent




2 vacancies in the following location:
Alexandria, VA View Map


All qualified U.S. citizens


Not Applicable




About the Agency

This position performs computer programming, analysis, network, and/or equipment assignments relating to an application area.

The National Technical Information Service (NTIS) seeks to promote American innovation and economic growth by collecting and disseminating scientific, technical, and engineering information to the public and industry, by providing information management solutions to other federal agencies, and by doing all without appropriate funding.


  • Not Required


  • No


  • You must be suitable for Federal employment.
  • You must be a U.S. citizen
  • Status applicants must meet time in grade requirements.


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The incumbent serves as a Help Desk Specialist within the multi-tiered Infrastructure Support Division.  The incumbent responds to general IT related customer requests pertaining to internal/external web-sites, application assistance and delivers agency related information on products/services.  Works directly with users to resolve special requests, inquiries and/or who are experiencing basic technical issues on the latest Microsoft OS, Exchange, Macintosh OS, and print/fax technologies.  The incumbent utilized several diverse incident management tools and follows IT equipment deployment strategies to ensure ticket tracking, escalation and capture reporting on help desk activities.  The incumbent supports the overall division objectives and promotes customer service excellence by using effective communication skills both with orally and clearly written technical documentation.


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Basic Requirements:

Applicants can qualify this position based on education OR experience.  Please see below:

To qualify for this position based on education, applicants must have the following:

Master's degree or equivalent graduate degree OR 2 full years of progressively higher level graduate level education leading to a master's degree or equivalent graduate degree.


To qualify for this position based on experience, applicants must have the following:

To qualify for the GS-09 level, applicants must have 1 year of specialized experience equivalent to at least the GS-07 level. Specialized experience is defined as:  experience gained as a help desk specialist answering customer calls and entering IT related ticket requests.  Experience with providing basic troubleshooting for general IT related issues to the user community.  Experience communicating technical information both orally and with written instruction to non-technical personnel.

Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at:

This position allows you to qualify and be considered based on your education. To receive this consideration, please submit a copy of your transcripts to document that you have met the education requirement. Unofficial transcripts will be accepted in the application package. However, official transcripts will be required prior to a final offer of employment. Special Instructions for Foreign Education: Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website - You must provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation when requested will result in lost consideration.

Applicants must meet requirements by the closing date of this announcement.


Your application will be reviewed to determine if you are eligible and if you are qualified for the position. Your eligibility for consideration and qualifications for the position will be determined based upon review of: your detailed resume, your responses to the job questionnaire, and the supporting documentation required. ICTAP and CTAP candidates must obtain a score of 85 to be considered "well qualified". The job questionnaire covers the following knowledge, skills and abilities/competencies:

  • Knowledge of automated call distribution systems and use of incident management tool.
  • Ability to work with the public and interact with other departments.
  • Ability to perform ticket tracking, escalation and reporting.
  • Ability to compose written correspondence to include technical responses and user instruction.
  • Ability to work in an IT help desk environment and troubleshooting general IT related customer inquiries.
  • Ability to support inquires related to internal/external web-sites, specialized applications and agency related products/services.
  • Knowledge of IT equipment deployment processes and skilled to work with user experiencing issues.
NOTE: Your resume must be complete, detailed and relevant to the position.

To preview questions please click here.


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A one year probationary period may be required.
Payment of relocation expenses is NOT authorized.
If you are a male born after December 31, 1959 you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Please see for more information.
At NTIS we are striving to make the application process as easy and efficient as possible. With that in mind, the resume and corresponding responses of successful candidates may be shared with other selecting officials at NTIS with opportunities like the one you are applying to. Additional selections may be made through this vacancy announcement.


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A complete application package includes the following: 1. Your resume; 2. Your answers to the job questions; AND 3. The supporting documentation required (click on Required Documents). You MUST apply on-line through WWW.USAJOBS.GOV. Your application must be received by 11:59 p.m. Eastern Time on the closing date of this announcement. Incomplete applications will not be considered and you will not be contacted to providing any missing information. If you do not have access to the internet: You may mail your application package (please contact the HR Specialist identified for this vacancy). All mailed resumes and/or supporting documents MUST be received by the closing date of this announcement. Please allow enough time for United States Postal Service delivery. Problems Completing Your Application: If you have problems completing your on-line application, including problems submitting your supporting documents, please contact the Help Desk by email at The help desk is available Monday - Friday, 7:00 a.m. to 7:00 p.m. ET.


What documents do I need to submit? The documents needed for this position are subject to how you apply. You must refer to the following site when determining documents required: REQUIRED DOCUMENTS How do I submit my documents: You may submit required and/or supplemental documents through any ONE of the following methods: -Upload your file(s); -Download from your USAJOBS account; -Fax using the on-line fax cover sheet; OR -Mail your documents, ONLY IF YOU DO NOT HAVE INTERNET ACCESS. All required supporting documentation mentioned in this vacancy announcement, and all vacancy applications submitted electronically or via fax must be submitted and received by 11:59 pm ET on the closing date of this announcement. You are not required to submit official documents at this time; copies are sufficient. The following links provide information on how you may be eligible for various hiring authorities: VRA VEOA 30% or more Disabled Veteran People with Disabilities CTAP ICTAP


Faith Harper
Phone: 301-975-3009
Fax: 571-258-4052
Agency Information:
100 Bureau Drive
Stop 1720
Gaithersburg, MD
Fax: 571-258-4052


After all application packages have been received, your application package will be reviewed to determine if you meet the minimum qualification requirements. Best qualified candidates will be forwarded to the selecting official for consideration and may be interviewed. If selected for this vacancy, you may be required to complete a Declaration for Federal Employment (OF-306) to determine your eligibility for Federal employment and to initiate a background investigation. Status of Your Application: You can check the status of your application by accessing the USAJOBS website at and clicking on "Track Your Online Application."

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