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This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

First consideration may be made 14 days after the opening date. Selection for this position to be made at the grade 09 level. Candidates may be non-competitively promoted to grade 11 upon the recommendation of the supervisor based on classification requirements, satisfactory performance, and employee qualifications.

Duties

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Handling ServiceNow Request/Incident Flow, including email and phone
Account management for staff onboarding and other password management
Support for basic configuration of Mac, Windows, Android, and iOS endpoints (including BYOD) for WiFi, VPN/remote access, and Multi-factor authentication.
Manages the CF Poster Printing facility, including fulfilling customer requests for posters.
Provides instruction assistance to users in resolving common problems encountered in using collaborative tools at CfA, including e-mail, printing, basic security, network connectivity including wired, wireless, and VPN, and installing standard CfA licensed software packages.
A/V support for weekly events and meetings
Performs other duties as required

Requirements

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Conditions of employment

Pre and Post background Investigation.
May be required to serve a one year probationary period.
Direct deposit/electronic funds transfer required for salary payment.

For qualification standards please check: http://www.opm.gov/qualifications/Standards/IORs/gs2200/2210-altA.asp

Qualifications

For all positions 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.
AND
Candidates for grade 09 must possess a minimum of one year of specialized experience equivalent to grade 07 in the normal line of progression for this occupation. 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 such as ServiceNow or equivalent ITSM system experience, ability to configure and troubleshoot Mac and Windows networking and experience with Mac and Windows desktop support.

OR

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.

Grade 09: master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree

Education

This job does not have an education qualification requirement.

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 first for the basic qualifications described above. The applications that meet the basic qualification will be evaluated further against the following criteria:

Basic knowledge of and experience with Microsoft Windows and MacOS operating systems, and the use of standard software application programs and utilities, to receive, respond , and ensure complete resolution of user problems.
Basic familiarity with email software such as Google Gmail, Microsoft Outlook, Thunderbird/IMAP, or similar mail applications to assist users with email and related collaborative tools.
Basic knowledge of network addressing schemes such as IP, ethernet, and DNS sufficient to configure customer computers for network access.
Basic knowledge of Ethernet Local Area Networks sufficient to troubleshoot connectivity problems. Familiarity with computer and network security practices
Excellent verbal and written communication skills and the ability to work effectively and cooperatively with computer network users, CF staff, and other SAO systems staff

You may preview questions for this vacancy.

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Click on the "Apply Online" button on the upper right side of the page. Please Note:

You must apply for this position online through the 'Apply Online' button.
Faxes are received by an automated system, not a physical fax machine. Documents that are faxed as part of the application process must be sent with the system generated cover sheet by the closing date. Documents faxed without the system generated coversheet are not retrievable and cannot be considered as part of the application package.
Clicking the "DONE" tab does not submit your application. The "DONE" tab allows you to exit the system and save your information for completion at a later time. To submit your application, click the "FINISH" tab.
The complete application package, including any required documents, is due in the Smithsonian Office of Human Resources on the closing date of the announcement by 11:59 PM Eastern Time.

Agency contact information

Joy Mathew

Phone: 617-495-7374
Fax: 617-495-7263
Email: jmathew@cfa.harvard.edu

Address: SMITHSONIAN
Human Resources
60 Garden Street Cambridge, MA 02138
Mail Stop 17
Cambridge, Massachusetts 02138
United States

Next steps

You will receive an e-mail to acknowledge that your application has been received. Please be aware that the confirmation e-mail could reside in your "junk" or "bulk" mail folder depending on your filters. The Smithsonian receives many applications for each job. Each application is reviewed carefully, which may take a few weeks. You may also check your application status by logging into www.usajobs.gov and selecting the tab "My USAJOBS;" or by contacting the Office of Human Resources Representative listed.

Additional Information:

The Smithsonian does not pay relocation expenses but may pay a Recruitment Bonus.
The Smithsonian embraces diversity and equal employment opportunity.
For the latest information on the COVID-19 vaccination requirements and its impact on your application, click on Smithsonian Institution’s Frequently Asked Questions.

Required Documents

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Detailed Resume
School Transcript, if using education to qualify for the position
Proof of U.S. accreditation for foreign study if applicable

How to Apply

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Click on the "Apply Online" button on the upper right side of the page. Please Note:

You must apply for this position online through the 'Apply Online' button.
Faxes are received by an automated system, not a physical fax machine. Documents that are faxed as part of the application process must be sent with the system generated cover sheet by the closing date. Documents faxed without the system generated coversheet are not retrievable and cannot be considered as part of the application package.
Clicking the "DONE" tab does not submit your application. The "DONE" tab allows you to exit the system and save your information for completion at a later time. To submit your application, click the "FINISH" tab.
The complete application package, including any required documents, is due in the Smithsonian Office of Human Resources on the closing date of the announcement by 11:59 PM Eastern Time.

Agency contact information

Joy Mathew

Phone: 617-495-7374
Fax: 617-495-7263
Email: jmathew@cfa.harvard.edu

Address: SMITHSONIAN
Human Resources
60 Garden Street Cambridge, MA 02138
Mail Stop 17
Cambridge, Massachusetts 02138
United States

Next steps

You will receive an e-mail to acknowledge that your application has been received. Please be aware that the confirmation e-mail could reside in your "junk" or "bulk" mail folder depending on your filters. The Smithsonian receives many applications for each job. Each application is reviewed carefully, which may take a few weeks. You may also check your application status by logging into www.usajobs.gov and selecting the tab "My USAJOBS;" or by contacting the Office of Human Resources Representative listed.

Additional Information:

The Smithsonian does not pay relocation expenses but may pay a Recruitment Bonus.
The Smithsonian embraces diversity and equal employment opportunity.
For the latest information on the COVID-19 vaccination requirements and its impact on your application, click on Smithsonian Institution’s Frequently Asked Questions.