Clarification from the agency

All candidates who are: Current or former federal employees qualifying as Status Candidates, VEOA eligibles, CTAP/ICTAP eligibles, eligible for special hiring authorities (e.g., the Schedule A appointment for persons with disabilities, or covered by an Interchange Agreement), or VRA eligibles or Land Management employees eligible under Public Law 114-47.

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

• Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues.
• Coordinate with network security staff to address, investigate, and resolve workstation security issues such as viruses, worms, and spyware.
• Work with network operations staff to provide support on phone systems to include programming, end-user support, and troubleshooting.  
• Work with CTS staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and CTS policy.
• Proactively work with customers to identify new requirements associated with incoming new personnel, changes in office functions, office closures, etc. Work with management to ensure requirements can be met when needed by the customer.

Conditions of employment

• Click "Print Preview" to review the entire announcement before applying.
• Please refer to "Conditions of Employment."
• CEC offers alternative/flexible/telework schedules for eligible positions.
• You MUST be a U.S. Citizen or U.S. National

The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

Qualifications

You must meet the following requirements by the closing date of this announcement.

For the GS-11 level, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 level.

Specialized experience includes:
- Completing computer project assignments that required a wide range of knowledge of IT support; AND
- Deployment and customer service requirements; AND
- Techniques pertinent to providing IT customer support.

This knowledge is generally demonstrated by assignments where you analyze a number of alternative approaches and suggested responses to IT issues, problems and concerns, experience independently providing various information technology customer services and support. Examples include:

- Images, manages and deploys customer workstations and peripherals through the entire life cycle.
- Provides workstation user network account support to include setup and configuration (e.g., user profile, email, peripheral access), and troubleshoot user account problems on a daily basis.
- Installs, troubleshoots and updates certified Commercial-Off-the-Shelf (COTS) and customized software on workstations. Resolves workstation security issues.
- Identifies administrative and technical requirements associated with personnel, changes in office functions, office closures, etc. Works with management to ensure requirements can be met when needed by the customer.

OR

You may qualify with a Ph.D. or equivalent doctoral degree or three (3) full academic years of progressively higher level graduate education leading to such a degree. (In order to be creditable, education must be related to the position being filled with a major study of computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

To be qualifying, degree must be 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.

For the GS-09 level, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 level.

Specialized experience includes:

- Completing the delivery of computer task assignments related to IT support; AND
- Deployment and customer service requirements; AND
- Techniques pertinent to providing assistance in IT computer projects.

Many tasks will be related to a project that is managed by the Project Manager. This experience is generally demonstrated by assignments where you analyze a number of alternative approaches, leverage suggestions and directions from others, and suggested responses to IT issues, problems and concerns. Computer task assignments may include:

- Images, manages and deploys customer workstations and peripherals through the entire life cycle.
- Provides workstation user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems on a daily basis.
- Installs, troubleshoots and updates certified Commercial-Off-the-Shelf (COTS) and customized software on workstations. Resolves workstation security issues.
- Identifies administrative and technical requirements associated with personnel, changes in office functions, office closures, etc. Works with management to ensure requirements can be met when needed by the customer.

OR

You may qualify with a masters or equivalent degree, or 2 full years of progressively higher level graduate education leading to such a degree. (In order to be creditable, education must be related to the position being filled with a major study of computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

To be qualifying, degree must be 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.

 In addition to meeting specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below.

1. Attention to Detail- Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Time-in-Grade:
In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:
For the GS-11, you must have been at the GS-09 level for 52 weeks.

For the GS-09, you must have been at the GS-07 level for 52 weeks.

Time After Competitive Appointment:
Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your résumé may result in a “not qualified” determination.

Rating: Your application will be evaluated in the following areas:

• Customer Service
• Technical

Your application will be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position.  Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. 

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)) you must receive a score of 85 or better to be rated as “well qualified" to receive special selection priority.