Provides solutions to customer requests for assistance in resolving hardware and software problems. Systems used include personal computers, mini computers and mainframes. Develops and maintains the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensure continual contact and update of status with the user.
Federal employment suitability as determined by a background investigation.
May be required to successfully complete a probationary period.
Participation in direct deposit is mandatory.
Must be able to obtain security clearance within 1 year of appointment.
This position is designated as Essential Personnel and may be subject to duty in preparation for, or in response to, a state emergency or disaster declaration.
This designation will not exceed 14 calendar days per year unless otherwise approved in advance by the TAG.
The employee may be required to travel in military and/or commercial aircraft to perform temporary duty assignments.
Irregular and overtime (compensatory) hours may be required to support operational requirements or contingencies.
The incumbent of this position description must have, at a minimum, a completed National Agency Check (NAC) prior to position assignment.
Work may require access to classified information. Must be able to obtain and maintain the appropriate security clearance.
Qualifications
GENERAL EXPERIENCE: For all positions individuals must have IT-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.
SPECIALIZED EXPERIENCE: Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled.
Education
If you are using Education to qualify for this position, Education: All academic degrees and coursework must be from accredited or pre-accredited institutions.
Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 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.
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
You must provide OFFICIAL transcripts or other documentation to support your Educational claims. To receive credit for Education, you must provide documentation of proof that you meet the Education requirements for this position.
Additional information
Veterans' preference does not apply to promotion, reassignment, change to lower grade, transfer or reinstatement.
If you are a male applicant who was born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency (https://www.sss.gov/RegVer/wfRegistration.aspx).
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
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.
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.
Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):Attention to Detail, Customer Service, Oral Communication, and Problem Solving
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.
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.
To apply for this position, you must submit a complete Application Package which includes:
1. Your resume showing work schedule, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed. (Resume must have from and to dates for each position worked in. The date must be month and year. Ex: 02/2012 to 03/2013)
- Must state whether each experience is full or part-time status.
-In order to qualify, your resume must reflect experience gained in the general and specialized experience listed on the announcement.
2. Other supporting documents: Current/Former Federal employees: Your most recent Notification of Personnel Action (SF-50 or equivalent), as well as the highest grade (or promotion potential) held, on a permanent basis and containing information which shows you meet time-in-grade (e.g., STEP increase, etc.) No award SF-50 will be accepted.
Former Federal Employees separated from Federal Government over a year ago: Your separation Notification of Personnel Action (SF-50 or equivalent) showing your permanent status and your last Federal performance appraisal plan/rating. You must submit an SF-50(s) that shows permanent career or career conditional tenure to be considered (No award SF-50 will be accepted). Your last Federal performance appraisal plan must reflect a rating of Fully Successful or equivalent.
3. If you are claiming ICTAP eligibility you will be required to submit supporting documentation to validate your claim of ICTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50.
4. If you are claiming Veterans Preference you will be required to submit supporting documentation at the time of application to validate your claim of Veterans Preference eligibility such as SF 15 or DD 214.
5. Member 4 copy of DD214 (if claiming veterans preference). SF15 or supporting documentation listed on the SF15 (if claiming 10 points veterans preference). In addition, if claiming a compensable service- connected disability of 10% or more, you must submit a VA letter or a disability determination from a branch of the Armed Forces (or documentation of purple heart, if applicable). SF15 or supporting documentation listed on the SF15 (if claiming 10 points veterans preference, or spousal preference.
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.
To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12373960
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
CYBER INFORMATION
330 OLD NISKAYUNA ROAD
LATHAM, NY 12110
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must submit a complete Application Package which includes:
1. Your resume showing work schedule, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed. (Resume must have from and to dates for each position worked in. The date must be month and year. Ex: 02/2012 to 03/2013)
- Must state whether each experience is full or part-time status.
-In order to qualify, your resume must reflect experience gained in the general and specialized experience listed on the announcement.
2. Other supporting documents: Current/Former Federal employees: Your most recent Notification of Personnel Action (SF-50 or equivalent), as well as the highest grade (or promotion potential) held, on a permanent basis and containing information which shows you meet time-in-grade (e.g., STEP increase, etc.) No award SF-50 will be accepted.
Former Federal Employees separated from Federal Government over a year ago: Your separation Notification of Personnel Action (SF-50 or equivalent) showing your permanent status and your last Federal performance appraisal plan/rating. You must submit an SF-50(s) that shows permanent career or career conditional tenure to be considered (No award SF-50 will be accepted). Your last Federal performance appraisal plan must reflect a rating of Fully Successful or equivalent.
3. If you are claiming ICTAP eligibility you will be required to submit supporting documentation to validate your claim of ICTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50.
4. If you are claiming Veterans Preference you will be required to submit supporting documentation at the time of application to validate your claim of Veterans Preference eligibility such as SF 15 or DD 214.
5. Member 4 copy of DD214 (if claiming veterans preference). SF15 or supporting documentation listed on the SF15 (if claiming 10 points veterans preference). In addition, if claiming a compensable service- connected disability of 10% or more, you must submit a VA letter or a disability determination from a branch of the Armed Forces (or documentation of purple heart, if applicable). SF15 or supporting documentation listed on the SF15 (if claiming 10 points veterans preference, or spousal preference.
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.
To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12373960
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
CYBER INFORMATION
330 OLD NISKAYUNA ROAD
LATHAM, NY 12110
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
