This position is located in the Telecommunications, Wireless and Data Services Division, where the incumbent serves as the Information Technology Specialist for the Domestic Telephone and Data Service Branch as the Customer Service Officer (IRM/OPS/ENM/TWD/DTD).
Summary
This position is located in the Telecommunications, Wireless and Data Services Division, where the incumbent serves as the Information Technology Specialist for the Domestic Telephone and Data Service Branch as the Customer Service Officer (IRM/OPS/ENM/TWD/DTD).
Monitors the progress of work on day to day operations and maintenance (O&M) projects and advises the senior management of delays, problems, schedule changes, alterations, and other activities which may cause delays in the project's completion.
Oversees the work of contractors engaged in design, installation, and construction of communications facilities.
Reviews and concurs or rejects all quotes/acquisitions for labor, materials, equipment, hardware, software, and other miscellaneous supplies that may be needed for a customer's day to day project requests.
Incumbent serves as liaison between the DTD and the Business Operations Management (BOM) branches for the Government senior management within TWD.
Provides Contractor staff with guidance and the escalation avenue for issues beyond the staff's ability to resolve in order to enhance the customer service experience and enable more expedient resolutions to complaints and delayed services.
Verification of employment eligibility in the United States is required.
One year probationary period, unless excepted by regulation.
Must be able to obtain and maintain a Top Secret security clearance.
U.S. Citizenship is required.
Qualifications
ANNOUNCEMENT AMENDED TO UPDATE THE REASONABLE ACCOMMODATION E-MAIL ADDRESS IN "OTHER INFORMATION”
Applicants must meet all the required qualification requirements, including education and any selective placement factors described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.
Applicants applying for the GS-12 grade level must meet the following requirements:Have IT-related experience demonstrating EACH of the four competencies AND specialized experience listed below:
Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards
Customer Service – experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs
Oral Communication -briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience
Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide several potential solutions
AND
Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.
Qualifying specialized experience must demonstrate the following:
Experience providing domestic voice/data and wireless to ensure global telecommunications access.
Experience monitoring telecommunications requests and provisioning services and equipment required for an agency.
NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
There is no substitute of education for specialized experience for the GS-12 position.
Education
See the qualifications section of this vacancy announcement for education requirements, if applicable.
Additional information
For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov.
If eligible, telework and remote work agreements may be permitted with supervisory approval. Please note that any approved remote work arrangement is subject to the locality pay area of the alternative telework worksite.
If eligible, applicants to this announcement may be referred to other positions in other Bureaus/Offices in the Department that may require a higher security clearance.
EMPLOYMENT ELIGIBILITY VERIFICATION PROGRAM (E-Verify) – U.S. law requires organizations to employ only individuals who may legally work in the United States - either U.S. citizens, or foreign citizens who have the necessary authorization. This agency utilizes E-Verify to compare information from the Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA) records to confirm employment eligibility. If the employee’s information does not match DHS and/or SSA records, the employee is given an opportunity to resolve the problem. If eligibility cannot be verified, employment will be terminated.
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.
Your application will be evaluated and rated under the Category Rating and Selection procedures. Based on your responses to the job-specific self-assessment questions, eligible candidates are placed for selection consideration into one of three pre-defined quality categories as described below:
Highly-qualified Category - In addition to meeting minimum qualifications for the position, candidates must fully demonstrate proficiency in all major aspects of the position.
Well Qualified Category - In addition to meeting minimum qualifications, candidates must demonstrate proficiency in some, but not all of the major aspects of the position.
Qualified Category - In addition to meeting minimum qualifications, applicants must demonstrate a basic level of knowledge, skill and ability of the position.
Your qualifications will be evaluated on the following knowledge, skills, abilities (KSAs) and other characteristics that are relevant to the duties of this position and must be fully supported by information in your resume:
Knowledge of IT concepts, principles, methods and practices to identify and address a wide range of difficult and complex IT issues.
Skill in program management.
Ability to communicate with others effectively, both orally and in writing.
Knowledge of contracting processes, award procedures, and procurement rules and regulations.
Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Your resume should include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. For assistance with creating a resume, please click here.
Application of Veterans Preference: The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each pre-defined quality category. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent (i.e., CPS and CP) must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher.
Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) candidates must be rated "Well Qualified" for the position to receive consideration for selection priority. Applicants must meet all the qualification requirements and submit any required supporting documentation by the closing date of this announcement.
Your application package must contain sufficient information to make a valid determination that you fully meet the basic/specialized experience requirements as stated in this job opportunity announcement for each grade level(s) for which you are applying. Applicants found to be among the top qualified candidates will be referred to the hiring official for further consideration and possible interview.
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.
All required documents listed below, that are applicable to you, must be submitted to our automated system "Gateway to State" by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
1. Resume - your resume or any other written format you choose should contain the required information as specified in the “How You Will Be Evaluated” section. Insufficient information will result in an ineligible rating.
2. A completed online job specific self-assessment questionnaire through the Department’s automated system “Gateway to State”.
3. Transcripts - if applicable, see the Qualifications section of the announcement. If selected, an official/sealed college transcript(s) will be required to verify education prior to employment.
4. If you are qualifying based on other criteria listed under the Qualification Section of this announcement, you MUST submit the required supporting documentation (certificates, certifications, etc.) with your application.
5. Veterans Preference – If claiming 5-point veteran’s preference, you must provide a copy of your DD-214 Certificate of Release or Discharge from Active Duty (Member Copy 4 is preferred), which must show the type of discharge and dates of active duty.
If you are currently on active duty, you must provide a certification on letterhead from your military branch which contains your military service dates, expected date of discharge or release, and the character of service to show that your military service was performed under honorable conditions. The expected date of discharge or release must be no later than 120 days after the certification is submitted for consideration for this vacancy announcement. If the appropriate information is not submitted to confirm your current or expected discharge status, dates of service, etc., you will not receive credit for the claimed active duty military service.
If claiming 10-point veteran’s preference (i.e., preference eligibles with a compensable service-connected disability of 30% or more), you must submit the documentation required by the SF-15 (Application for 10-Point Veteran Preference) to support your claim (e.g., DD-214, official statement from the Department of Veterans Affairs). If we cannot verify your 10-point preference status, you will receive 5-point preference if veterans' preference requirements have been met. For further information regarding Veterans, click here.
For applicants claiming 10-point derivedveterans’ preference (i.e., spouses, widows, widowers or mothers of veterans), a completed SF-15must be submitted with the application with all required supporting documents listed on the form.
For Sole Survivorship preference, you must provide a copy of your DD-214 (Member Copy 4 is preferred) or another form of official documentation which shows your discharge or release from active duty occurred on or after August 29, 2008 and was based on a sole survivorship discharge. To gain access to your DD214 online, click here.
6. ICTAP/CTAP eligibles must submit a copy of the appropriate documentation with their application. See links below:
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.
Prepare your application in USAJOBS To start your application, click Apply and we’ll walk you through the process where you’ll attach a resume and any required documents. During the application process you can review, edit, delete, and update your information. We’ll automatically save your progress as you go, so you won’t lose any changes. Please carefully read all the instructions before you apply. You have until 11:59 p.m. Eastern Time (ET) on the closing date of this announcement to complete the application process.
STEP 1: Select the "Apply On-line" button and follow the instructions to register or sign into USAJOBS.
STEP 2: Submit a detailed resume or any other written format you choose documenting your job-related qualifications, experience, and education (if applicable). Cover letter is optional. If you submit a cover letter, you must also submit a resume. Please see the How You Will Be Evaluated section for specific information that should be outlined in your resume.
STEP 3: Answer the job-specific self-assessment questions on-line through the U.S. Department of State’s Gateway to State automated application system. The questions will be used to evaluate your qualifications and experience for this position.
STEP 4: Submit all required documentation applicable to you, as listed in the Required Documents section of this announcement, to the Department’s Gateway to State automated application system prior to the closing date of this announcement.
For instructions on how to view the status of your supporting documentation, please click here.
Technical assistance with your on-line application is available through the Help Desk at mgshelp@monster.com or by calling (866) 656-6830 between the hours of 7:00 a.m. and 7:00 p.m. ET
ALTERNATE APPLICATION PROCEDURES
NOTE: If applying online poses an extreme hardship, you may request alternate application procedures to submit your application package by fax. Contact the Human Resources office listed on the announcement between the business hours of 8:15 a.m. and 5:00 p.m. ET at least 2 working days prior to the closing date of this announcement. The application package for alternate application procedures must be submitted and received in the Human Resources office no later than 11:59 p.m. ET on the closing date of this announcement. Paper applications and information sent by mail WILL NOT BE ACCEPTED.
U.S. Department of State
Defense Finance and Accounting Services (DFAS)
8899 East 56th Street
Indianapolis, Indiana 46249
United States
Next steps
After all application packages have been received, we will review your resume to ensure you meet the basic qualification requirements. After we review and evaluate all applications, the most highly qualified candidates will be referred to the hiring manager for further consideration for possible interviews in approximately two weeks after the announcement closes. After a tentative job offer, we will conduct a suitability review and/or security background investigation, which generally takes an average of at least two to six months. You will be notified up to four times during the hiring process:
1. Upon receipt of your application.
2. Upon minimum qualification determinations.
3. After the certificate is issued.
4. After final selection is made.
For instructions on how to view the status of your application, please click here.
Multiple positions may be filled from this announcement.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
All required documents listed below, that are applicable to you, must be submitted to our automated system "Gateway to State" by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
1. Resume - your resume or any other written format you choose should contain the required information as specified in the “How You Will Be Evaluated” section. Insufficient information will result in an ineligible rating.
2. A completed online job specific self-assessment questionnaire through the Department’s automated system “Gateway to State”.
3. Transcripts - if applicable, see the Qualifications section of the announcement. If selected, an official/sealed college transcript(s) will be required to verify education prior to employment.
4. If you are qualifying based on other criteria listed under the Qualification Section of this announcement, you MUST submit the required supporting documentation (certificates, certifications, etc.) with your application.
5. Veterans Preference – If claiming 5-point veteran’s preference, you must provide a copy of your DD-214 Certificate of Release or Discharge from Active Duty (Member Copy 4 is preferred), which must show the type of discharge and dates of active duty.
If you are currently on active duty, you must provide a certification on letterhead from your military branch which contains your military service dates, expected date of discharge or release, and the character of service to show that your military service was performed under honorable conditions. The expected date of discharge or release must be no later than 120 days after the certification is submitted for consideration for this vacancy announcement. If the appropriate information is not submitted to confirm your current or expected discharge status, dates of service, etc., you will not receive credit for the claimed active duty military service.
If claiming 10-point veteran’s preference (i.e., preference eligibles with a compensable service-connected disability of 30% or more), you must submit the documentation required by the SF-15 (Application for 10-Point Veteran Preference) to support your claim (e.g., DD-214, official statement from the Department of Veterans Affairs). If we cannot verify your 10-point preference status, you will receive 5-point preference if veterans' preference requirements have been met. For further information regarding Veterans, click here.
For applicants claiming 10-point derivedveterans’ preference (i.e., spouses, widows, widowers or mothers of veterans), a completed SF-15must be submitted with the application with all required supporting documents listed on the form.
For Sole Survivorship preference, you must provide a copy of your DD-214 (Member Copy 4 is preferred) or another form of official documentation which shows your discharge or release from active duty occurred on or after August 29, 2008 and was based on a sole survivorship discharge. To gain access to your DD214 online, click here.
6. ICTAP/CTAP eligibles must submit a copy of the appropriate documentation with their application. See links below:
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.
Prepare your application in USAJOBS To start your application, click Apply and we’ll walk you through the process where you’ll attach a resume and any required documents. During the application process you can review, edit, delete, and update your information. We’ll automatically save your progress as you go, so you won’t lose any changes. Please carefully read all the instructions before you apply. You have until 11:59 p.m. Eastern Time (ET) on the closing date of this announcement to complete the application process.
STEP 1: Select the "Apply On-line" button and follow the instructions to register or sign into USAJOBS.
STEP 2: Submit a detailed resume or any other written format you choose documenting your job-related qualifications, experience, and education (if applicable). Cover letter is optional. If you submit a cover letter, you must also submit a resume. Please see the How You Will Be Evaluated section for specific information that should be outlined in your resume.
STEP 3: Answer the job-specific self-assessment questions on-line through the U.S. Department of State’s Gateway to State automated application system. The questions will be used to evaluate your qualifications and experience for this position.
STEP 4: Submit all required documentation applicable to you, as listed in the Required Documents section of this announcement, to the Department’s Gateway to State automated application system prior to the closing date of this announcement.
For instructions on how to view the status of your supporting documentation, please click here.
Technical assistance with your on-line application is available through the Help Desk at mgshelp@monster.com or by calling (866) 656-6830 between the hours of 7:00 a.m. and 7:00 p.m. ET
ALTERNATE APPLICATION PROCEDURES
NOTE: If applying online poses an extreme hardship, you may request alternate application procedures to submit your application package by fax. Contact the Human Resources office listed on the announcement between the business hours of 8:15 a.m. and 5:00 p.m. ET at least 2 working days prior to the closing date of this announcement. The application package for alternate application procedures must be submitted and received in the Human Resources office no later than 11:59 p.m. ET on the closing date of this announcement. Paper applications and information sent by mail WILL NOT BE ACCEPTED.
U.S. Department of State
Defense Finance and Accounting Services (DFAS)
8899 East 56th Street
Indianapolis, Indiana 46249
United States
Next steps
After all application packages have been received, we will review your resume to ensure you meet the basic qualification requirements. After we review and evaluate all applications, the most highly qualified candidates will be referred to the hiring manager for further consideration for possible interviews in approximately two weeks after the announcement closes. After a tentative job offer, we will conduct a suitability review and/or security background investigation, which generally takes an average of at least two to six months. You will be notified up to four times during the hiring process:
1. Upon receipt of your application.
2. Upon minimum qualification determinations.
3. After the certificate is issued.
4. After final selection is made.
For instructions on how to view the status of your application, please click here.
Multiple positions may be filled from this announcement.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
