Client Experience Center's (CEC) mission is to support its global customer base and their respective business mission areas as their client IT service provider of choice. CEC works to securely design, integrate, sustain, and optimize the combined information technologies that empower every aspect of their missions. The Technical Support Division (TSD) is responsible for providing end user support.
Summary
Client Experience Center's (CEC) mission is to support its global customer base and their respective business mission areas as their client IT service provider of choice. CEC works to securely design, integrate, sustain, and optimize the combined information technologies that empower every aspect of their missions. The Technical Support Division (TSD) is responsible for providing end user support.
All candidates who are: Current or former federal employees qualifying as Status Candidates, Federal employees currently serving on a VRA, VEOA eligibles, CTAP/ICTAP eligible, eligible for special hiring authorities (e.g., the Schedule A appointment for persons with disabilities, or covered by an Interchange Agreement) ; or VRA eligibles; USDA OCIO federal employees currently serving on a Veterans' Recruitment Appointment (VRA).; Land Management employees eligible through Public Law 114-47.
As an Information Technology Specialist , you will:
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 customers to ensure they request the appropriate permissions through their security staff.
Ensure users' files on workstations and servers are backed up. Recover files as needed.
Coordinate with network security staff to address, investigate, and resolve workstation security issues such as viruses, worms, and spyware. Perform workstation security scans and applies missing security patches.
Work with CEC staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and CEC 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.
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 resume.
Key Requirements:
Please refer to "Conditions of Employment."
Must be a U.S. Citizen or U.S. National
Qualifications
You must meet the following requirements by the closing date of this announcement. Specialized Experience: For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-09 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes experience performing Information Technology (IT) work that involves experience demonstrating developing, delivering, and supporting IT systems and services sufficient to analyze a number of alternative approaches and suggested responses to IT issues, problems and concerns, in order to independently provide various information technology customer services and support per customer requirements.
Examples of such experience could include:
- Completing computer project assignments that required a wide range of experience of IT support, deployment and customer service requirements and techniques pertinent to providing IT customer support, generally demonstrated by assignments where you analyze a number of alternative approaches and suggested responses to IT issues, problems and concerns; OR
-Experience independently providing various information technology customer services and support, such as Imaging, managing and deploying customer workstations and peripherals through the entire life cycle; OR
- Experience providing workstation user network account support to include setup and configuration (e.g., user profile, email, peripheral access), and troubleshooting user account problems on a daily basis; OR
- Experience installing, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software on workstations; resolving workstation security issues; and identifying administrative and technical requirements associated with personnel, changes in office functions, office closures, etc.
OR
You may substitute education for specialized experience as follows: 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 in one or a combination of the following fields: 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.
All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.
Specialized Experience: For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-07 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes experience performing IT work assisting senior specialists by applying basic IT principles and practices sufficient to perform structured, entry-level work designed to develop broader and more in-depth experience and skill needed to perform higher level assignments, communicate factual and procedural information clearly, orally and in writing, and gather and analyze basic facts and draw conclusions in order to complete tasked assignments and support per customer requirements.
Examples of such experience could include:
- Applying pertinent techniques to assist with projects led by a Project Manager such as imaging, managing, and deploying customer workstations and peripherals; OR
-Performing initial diagnosis for troubleshooting user account problems and provide workstation user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access); OR
- Analyze approaches and leveraging suggestions to assist with Installation, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software.
OR
You may substitute education for specialized experience as follows:
Master's degree or equivalent graduate degree, or2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Education should 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.
All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.
In addition to 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-09level for 52 weeks
.For the GS-09, you must have been at the GS-07level 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.
Education
The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
Additional information
To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement Safer Federal Workforce Task Force 2 pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
***THIS IS SUBJECT TO CHANGE, DEPENDENT ON THE APPEAL DECISION***
OTHER INFORMATION:
We may select from this announcement or any other source to fill one or more vacancies.
CEC offers alternative/flexible/telework schedules for eligible positions.
CONDITIONS OF EMPLOYMENT:
A one year probationary period may be required.
Must successfully complete a background investigation.
Pass a pre-employment security investigation
Public Trust - Background Investigation will be required.
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System
or are exempt from having to do so.
Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
Obtain and use a Government-issued charge card for business-related travel.
Required to possess and maintain a valid state driver's license
Must obtain a valid state driver's license and maintain a valid license while you occupy the position
Must be able to lift up to 50 pounds
Our comprehensive benefits are very generous. Our benefits package includes:
- Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
- Eleven paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
- Access to insurance programs that may be continued after you retire.
-A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
- A retirement program which includes employer-matching contributions.
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 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. You may be required to participate in a selection 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.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package.
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.
CURRENT AND FORMER FEDERAL EMPLOYEES -- Documentation Relating to Your Federal Employment:- Submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".)
Note: If you are applying under Schedule A your SF-50 must be the SF-50 showing the original appointing authority when you were selected for the Schedule A position.
- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
PERFORMANCE APPRAISAL: Submit a copy of your most recent completed ANNUAL performance appraisal, which includes 1) all associated pages, 2) the final rating, and 3) supervisory signature. The performance appraisal must be signed and dated within the past 18 months. If you do not have a performance appraisal that meets all of the requirements above or if you have not received an annual performance appraisal for any reason (not employed, current employer does not give a performance appraisal, etc), you MUST explain why when asked in the vacancy questionnaire. N/A is not a suitable answer. A performance plan is NOT an acceptable substitute.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents.
REINSTATEMENT: If you are a former federal employee and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
If you are applying under a special hiring authority (e.g. Military Spouses, Interchange Agreement, VEOA, VRA, Schedule A Disability, etc.), please see applicant guide for required documentation. In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the applicant guide.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
.
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.
CEC has partnered with the Treasury's Bureau of the Fiscal Service to provide certain personnel services to its organization. Fiscal Service's responsibilities include advertising vacancies, accepting and handling applications, and extending job offers.
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
The Bureau provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.
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 (USAJOBS Login)
-Under "application status," click "Track this application" and you will be taken to the agency website where you can check your application status.For more information regarding the job and applicant status, please refer to https://www.usajobs.gov/Help/how-to/application/status/ If you wish to make changes/updates to your application and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to your application. No updates can be made once the announcement has closed. Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
For additional information on how to apply, please visit the Partnership for Public Service's Go Government website.
Technical Support Division
Administrative Resource Center
Parkersburg, WV 26101
US
Next steps
Once the online questionnaire is received, you will receive an acknowledgement email that your submission was successful. We will review your resume and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package.
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.
CURRENT AND FORMER FEDERAL EMPLOYEES -- Documentation Relating to Your Federal Employment:- Submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2".)
Note: If you are applying under Schedule A your SF-50 must be the SF-50 showing the original appointing authority when you were selected for the Schedule A position.
- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
PERFORMANCE APPRAISAL: Submit a copy of your most recent completed ANNUAL performance appraisal, which includes 1) all associated pages, 2) the final rating, and 3) supervisory signature. The performance appraisal must be signed and dated within the past 18 months. If you do not have a performance appraisal that meets all of the requirements above or if you have not received an annual performance appraisal for any reason (not employed, current employer does not give a performance appraisal, etc), you MUST explain why when asked in the vacancy questionnaire. N/A is not a suitable answer. A performance plan is NOT an acceptable substitute.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents.
REINSTATEMENT: If you are a former federal employee and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
If you are applying under a special hiring authority (e.g. Military Spouses, Interchange Agreement, VEOA, VRA, Schedule A Disability, etc.), please see applicant guide for required documentation. In order to be eligible under one of these authorities, you must submit all required documentation as outlined in the applicant guide.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
.
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.
CEC has partnered with the Treasury's Bureau of the Fiscal Service to provide certain personnel services to its organization. Fiscal Service's responsibilities include advertising vacancies, accepting and handling applications, and extending job offers.
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
The Bureau provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.
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 (USAJOBS Login)
-Under "application status," click "Track this application" and you will be taken to the agency website where you can check your application status.For more information regarding the job and applicant status, please refer to https://www.usajobs.gov/Help/how-to/application/status/ If you wish to make changes/updates to your application and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to your application. No updates can be made once the announcement has closed. Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
For additional information on how to apply, please visit the Partnership for Public Service's Go Government website.
Technical Support Division
Administrative Resource Center
Parkersburg, WV 26101
US
Next steps
Once the online questionnaire is received, you will receive an acknowledgement email that your submission was successful. We will review your resume and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
