Customer Support provides a help desk and onsite support for all CSOSA hardware, software, communications networks, and post training support for mission critical business and administrative systems. The staff also estimates needs and orders office automation desktop and file server hardware and software, and schedules the installation of technology products to manage the IT customer support help desk ensuring end user calls are handled efficiently and effectively.
Summary
Customer Support provides a help desk and onsite support for all CSOSA hardware, software, communications networks, and post training support for mission critical business and administrative systems. The staff also estimates needs and orders office automation desktop and file server hardware and software, and schedules the installation of technology products to manage the IT customer support help desk ensuring end user calls are handled efficiently and effectively.
(The duties described reflect the full performance level of this position)
Plans and delivers customer support services, including installations, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
Respond to, resolve, or forward customer requests for Information Technology services or problems in the most efficient and effective manner. Participate in a wide variety of automation projects and studies with an emphasis on desktop configuration, implementation, and activity-unique services. Ensure application of information security-information assurance policies, principles, and practices are adhered to. Provide authorized individual user/ group account management services such as establishing, changing, suspending accounts, and responding to inquiries. Ensures, or participates in ensuring, the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Evaluates, acquires, configures, and uses software intended to ensure that automated systems are secure from unauthorized use, viral infection, and other problems that would compromise sensitive information in terms of confidentiality, integrity, and availability, or would compromise other aspects of overall system security. Ensures, or participates in ensuring, the confidentiality, integrity, and availability of systems, networks, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools. Evaluates, acquires, configures, and uses software intended to ensure that automated systems are secure from unauthorized use, viral infection, and other problems that would compromise sensitive information in terms of confidentiality, integrity, and availability, or would compromise other aspects of overall system security.
Performs work involving the planning, installation, configuration, testing, implementation, and management of systems environments in support of the organization's information technology (IT) architecture and business needs. Installs, maintains, and modifies the programs required for processing applications programs and for operating computer hardware and peripheral devices. Evaluates, selects, and installs compilers, assemblers, and utilities. Integrates hardware and software components within the systems environment.
A background security investigation will be required for all new hires. Appointment will be subject to the applicant's successful completion of a background security investigation, drug testing, and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination. Appointment may be subject to random drug testing after selection.
U.S. Citizenship: Applicants must be U.S. citizens or nationals. Failure to certify US Citizenship may result in your application not being considered.
Qualifications
Example of specialized experience for positions at the GS-11 level, typically gained in the IT field or through performance of work where the primary concern is IT, includes experience that demonstrates accomplishment of IT project assignments that required a range of knowledge of IT requirements and techniques. Click here to see the full Qualifications Statement.
Education
SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Three (3) full years of progressively higher level graduate education, or a Ph.D. or equivalent doctoral degree, at an accredited/pre-accredited institution, that demonstrates the competencies/knowledge, skills, and abilities necessary to do the work. Education must have included major study in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or course work in one or more of the identified fields that required the development or adaptation of applications, systems, or networks. If you would like to use your education to qualify for this position, you must submit a transcript with your application.
Additional information
Basis of Rating: Category Rating Procedures - Under this method your application will be evaluated and rated under the CSOSA Category Rating and Selection Procedures. Your application will be placed in one of three categories: Highly Qualified, Well Qualified, or Qualified. Each category is broadly defined as: Highly Qualified Category: highly proficient with an overall comprehensive level of knowledge, skills, and abilities of the job based on a complete review of experience, education and training as described by answers to the questions and resume. Well Qualified Category: competent in the position with an overall accomplished level of knowledge, skills, and abilities of the job based on a complete review of experience, education and training as described by answers to the questions and resume. Qualified Category: an overall basic level of knowledge, skills and abilities of the job based on a complete review of your experience, education and training as described by answers to the questions and resume.
Applicant must be United States Citizen or National. Failure to certify US Citizenship may result in your application not being considered.
Appointment may require completion of a one-year probationary period.
This vacancy announcement may be used to fill future vacancies for identical positions within the next year.
Relocation expenses are not authorized.
Bargaining Unit Status: Eligible.
CSOSA uses E-Verify: If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" System. Federal law requires DHS to use the E-Verify System to verify employment eligibility of all new hires, and as a condition of continued employment obligates the new hire to take affirmative steps to resolve any discrepancies identified by the system
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
BENEFITS: A variety of health insurance plans; retirement system with investment options; paid holiday; paid sick and annual (vacation) leave; life insurance; subsidized transportation, flexible work schedule, training and development opportunities, family/worklife program, etc. .
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be rated based on your qualifications for this position as evidenced by the education, experience and training you report relative to this position which shows that you possess the knowledges, skills and abilities required. Paid or unpaid experience will be considered.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
BENEFITS: A variety of health insurance plans; retirement system with investment options; paid holiday; paid sick and annual (vacation) leave; life insurance; subsidized transportation, flexible work schedule, training and development opportunities, family/worklife program, etc. .
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Generally, preference is granted to veterans who entered military service prior to October 14, 1976; or served on active duty during the period from August 2, 1990, through January 2, 1992, and who are otherwise eligible; or who served on active duty during the period beginning September 11, 2001, and ending on the last day of Operation Iraqi Freedom; or who have served in a military action for which they received a Campaign Badge or Expeditionary Medal. This includes the Armed Forces Expeditionary Medal (AFEM) awarded to those who participated in Operation Joint Endeavor or Operation Joint Guard. Also, you may be entitled to veterans' preference if you are a disabled veteran; you have received a Purple Heart; you are the spouse or mother of a disabled veteran; or you are the widow, widower, or mother of a deceased veteran. You will need to submit a Standard Form (SF) 15 and proof of your claim. If you are claiming 5-point veterans' preference you must attach a copy of your DD-214 "Certificate of Release or Discharge from Active Duty" or other proof of eligibility. If you are applying for consideration under the 30% or more Disabled Veteran Authority, you must attach a SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.
If you are an eligible Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) applicant, you may apply for special selection over other applicants for this position. Individuals who have special priority selection rights under the CTAP or ICTAP must be well qualified for the position. To be well qualified, applicants must satisfy all qualification requirements for the vacant position and meet the mid-level (scoring between 85 and 89) of the crediting plan for all factors or the established cutoff score. CTAP/ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
SELECTIVE SERVICE REGISTRATION: As a condition of employment, all male applicants born after December 31, 1959, must have registered for the selective service. If selected for this position, the applicant must sign a statement certifying his registration, or the applicant must demonstrate exempt status under the Selective Service Law.
DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments directly deposited into a financial institution of their choosing.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
CSOSA
800 North Capitol Street, NW
Suite 701
Washington, Dist of Columbia 20002
US
Next steps
Once you successfully complete the application process, you will receive an acknowledgement e-mail of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements. A review will be made of your online questionnaire and the documentation you submitted to support your responses. A list of highly qualified applicants will be created and sent to the selecting official, and you will be notified via email if this occurs. The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Generally, preference is granted to veterans who entered military service prior to October 14, 1976; or served on active duty during the period from August 2, 1990, through January 2, 1992, and who are otherwise eligible; or who served on active duty during the period beginning September 11, 2001, and ending on the last day of Operation Iraqi Freedom; or who have served in a military action for which they received a Campaign Badge or Expeditionary Medal. This includes the Armed Forces Expeditionary Medal (AFEM) awarded to those who participated in Operation Joint Endeavor or Operation Joint Guard. Also, you may be entitled to veterans' preference if you are a disabled veteran; you have received a Purple Heart; you are the spouse or mother of a disabled veteran; or you are the widow, widower, or mother of a deceased veteran. You will need to submit a Standard Form (SF) 15 and proof of your claim. If you are claiming 5-point veterans' preference you must attach a copy of your DD-214 "Certificate of Release or Discharge from Active Duty" or other proof of eligibility. If you are applying for consideration under the 30% or more Disabled Veteran Authority, you must attach a SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.
If you are an eligible Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) applicant, you may apply for special selection over other applicants for this position. Individuals who have special priority selection rights under the CTAP or ICTAP must be well qualified for the position. To be well qualified, applicants must satisfy all qualification requirements for the vacant position and meet the mid-level (scoring between 85 and 89) of the crediting plan for all factors or the established cutoff score. CTAP/ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.
SELECTIVE SERVICE REGISTRATION: As a condition of employment, all male applicants born after December 31, 1959, must have registered for the selective service. If selected for this position, the applicant must sign a statement certifying his registration, or the applicant must demonstrate exempt status under the Selective Service Law.
DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments directly deposited into a financial institution of their choosing.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
CSOSA
800 North Capitol Street, NW
Suite 701
Washington, Dist of Columbia 20002
US
Next steps
Once you successfully complete the application process, you will receive an acknowledgement e-mail of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements. A review will be made of your online questionnaire and the documentation you submitted to support your responses. A list of highly qualified applicants will be created and sent to the selecting official, and you will be notified via email if this occurs. The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
