This position is located in the ABMC, Headquarters, Office of the Chief Information Officer.
The incumbent will serve as a Senior IT Specialist over a diverse team that consist of Federal and contract employees. This position reports to and represents the Chief Information Officer or his/her designee, and serves as a customer support specialist and systems administrator supporting ABMC staff at Headquarter and Overseas locations.
Summary
This position is located in the ABMC, Headquarters, Office of the Chief Information Officer.
The incumbent will serve as a Senior IT Specialist over a diverse team that consist of Federal and contract employees. This position reports to and represents the Chief Information Officer or his/her designee, and serves as a customer support specialist and systems administrator supporting ABMC staff at Headquarter and Overseas locations.
Current permanent federal employees with competitive status, Land Management Workforce Flexibility Act, CTAP/RPL/ICTAP and VEOA eligibles, Farm Service Agency permanent county employees, 30 percent or More Disabled Veterans, Certain Former Overseas and Foreign Service Employees, Military Spouses, Interchange Agreement and Other Miscellaneous Authorities, People with Disabilities, Reinstatement, and VRA eligible candidates.
1. Supports end-user application usage and issues within the suite of software-as-a-service (e.g., Office 365, Microsoft Dynamics 365, etc.), infrastructure-as-a-service (Azure and Amazon Web Services), platform-as-a-service (Azure and Amazon Web Services), networking-as-a-service, and security access service edge applications and tools.
2. Diagnoses and resolves problems in response to customer reported incidents, such as those involving integration or configuration issues.
3. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.
4. Develops and maintains problem tracking and resolution databases.
5. Installs, deploys, configures, troubleshoots, and maintains customer hardware and software.
6. Develops and manages customer service performance requirements.
7. Develops and coordinates the development of customer support policies, procedures, and standards.
8. Leads customer training.
9. Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
Suitable for Federal employment as determined by appropriate background investigation.
Males born after 12-31-1959 must be registered with Selective Service.
May be required to successfully complete a probationary/trial period.
Direct Deposit of pay is required.
E-Verify will be used to confirm employment eligibility on new employees. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
All qualification requirements must be met by the date the announcement closes.
Qualifications
Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time in grade restrictions, specialized experience and/ or education, as defined below:
Time in grade: Current federal employees applying for a promotion opportunity must meet time-in grade (TIG) requirement of 52 weeks of service at the next lower grade level (GS-12) in the normal line of progression for the position being filled.
Do you have at least one (1) year of specialized experience at the GS-12 level in the Federal serviceor equivalent experience in the private or public sector Developing and interpreting policies, procedures, and strategies governing the planning and delivery of IT services; Providing expert technical advice and guidance to leadership and staff on complex IT issues; Managing the full life-cycle of long- and short-term IT projects (Hardware/Software); Advising on the specifications, features, and compatibility of IT products for agency implementation; working with Infrastructure operation and maintenance that may include Network and server environment, Wi-Fi Infrastructure, and/or Physical and logical access to facility; data back up and delivery; providing network and telecommunications support; experience using suite of Microsoft applications (365 Administration, SharePoint Online, Windows Server Admin, Endpoint manager, Dynamics, PowerApps and Azure.), other applications such as Tier II Network administration, Zscaler, Cisco or Fortinet Administration. There is no education substitution for experience at this grade level.
NOTE: If your resume includes any period of Federal employment, you must include the grade level of the position(s) or your application may be deemed incomplete.
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.
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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.
Your resume must explicitly outline your qualifications. We will not make assumptions about your experience.
Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.
Additional information
ACTIVE DUTY SERVICE MEMBERS: In accordance with VOW to Hire Heroes Act of 2011 (Public Law 112-56),Current military members may apply by submitting a "certification" of active service in lieu of a DD-214. A "certification" letter should be on letterhead of the appropriate military branch of the service and contain: (1) your rank; (2) dates of active duty service; (3) type of discharge and projected character of service (i.e. honorable); (4) projected Veteran's preference, if applicable; (5) date terminal leave begins, if applicable; (6) date of expected discharge or release that is within 120 days of your employment application submission; and (7) signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters. If selected, your qualifying separation, veteran's preference, and/or appointment eligibility will be verified prior to appointment. Active duty members that fail to provide a valid "certification" of service with their initial application will be found to have an incomplete application. Military members may be appointed before the effective date of their military retirement/separation if on terminal leave.
Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.
Interagency Career Transition Assistance Program (ICTAP): If you have never worked for the Federal government, you are not ICTAP eligible. View information about ICTAP eligibility on OPM's Career Transition Resources website. To receive selection priority, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position; and (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority, applicants must satisfy all qualification requirements for the position and have a rating of 85 or above.
Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements, you may review the information at the following links:
Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES, or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.
This announcement may be used to fill one or more vacancies.
This position may also be eligible for flexible work arrangements as determined by agency policy and any applicable collective bargaining agreements.
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 application process is complete, your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this job, your resume and supporting documentation will be compared to your responses on the Assessment Questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for an incomplete application. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.
Management will consider any Federal performance appraisals and/or awards you submit with your application as an indication of your experience and work history. These documents will not be scored as part of the assessment process.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
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.
The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.
- Resume that MUST include: 1) personal information such as name, address, contact information; 2) education; 3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment (month/year); title, series, grade (if applicable); 4) other qualifications.
- Current and former Federal employees MUST submit:
Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade. AND
Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
- Surplus or displaced employees eligible for CTAP or RPL priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
- Veteran Hiring Authorities: VEOA and 30% Disabled Veterans: DD214, Certificate of Release from Active Duty, that shows dates of service and discharge under honorable conditions. If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. Veteran's preference must be verified prior to appointment.
- If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
- Land Management Workforce Flexibility Act: Copies of Notification of Personnel Action(s) (SF-50) showing the employee served in eligible appointment(s) for a period(s) of more than 24 mos w/o a break between appointments of two+ years. Include initial hire actions, extensions, conversions and separation SF-50s for each period. Submit performance rating(s) showing acceptable performance for each period counted towards eligibility signed by supervisor(s).
- Schedule A, Persons with Disabilities Appointment: Letter from a physician, local, state or federal rehabilitation office citing eligibility under 5 CFR 213.3102 (u).
If your resume or supporting documents are illegible or unreadable, or if you fail to include any of the above mentioned required documents, you may lose consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. You may not be considered for any hiring eligibilities that you fail to list and/or support with proper documentation. Applicants who disqualify themselves will not be considered further. If your application materials contain sensitive or inappropriate information, including but not limited to: photographs; classified or government sensitive information; copied and pasted portions of this job announcement; obscene information, etc., you may not be considered.
Falsifying your background, education, and/or experience is cause for non-selection, disqualification from further consideration or withdrawal of tentative or final job offers.
COVID-19 Vaccination Requirements
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 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.
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 and submit the documentation specified in the Required Documents section below.
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received.
To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
Headquarters
Courthouse Plaza II, Suite 500
2300 Clarendon Boulevard
Arlington, VA 22201
US
Next steps
Once your online application is submitted, you will receive a confirmation notification by email that your application was received. Your application will be evaluated as outlined above and if you are found to be among the top candidates, you will be referred to the selecting official for employment consideration. Selecting officials may choose any appropriate competitive, non-competitive or alternative candidate under Federal regulations and Agency Merit Promotion policy. Interviews may be conducted individually, by panel, by third party, teleconference, video teleconference, or in person. Selecting officials have the option to interview any, all or none of the referred candidates. Management has the right to fill or not a fill this vacancy, as well as to cancel and re-announce as appropriate.
Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS to check your application status.
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.
The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.
- Resume that MUST include: 1) personal information such as name, address, contact information; 2) education; 3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment (month/year); title, series, grade (if applicable); 4) other qualifications.
- Current and former Federal employees MUST submit:
Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade. AND
Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
- Surplus or displaced employees eligible for CTAP or RPL priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
- Veteran Hiring Authorities: VEOA and 30% Disabled Veterans: DD214, Certificate of Release from Active Duty, that shows dates of service and discharge under honorable conditions. If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. Veteran's preference must be verified prior to appointment.
- If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
- Land Management Workforce Flexibility Act: Copies of Notification of Personnel Action(s) (SF-50) showing the employee served in eligible appointment(s) for a period(s) of more than 24 mos w/o a break between appointments of two+ years. Include initial hire actions, extensions, conversions and separation SF-50s for each period. Submit performance rating(s) showing acceptable performance for each period counted towards eligibility signed by supervisor(s).
- Schedule A, Persons with Disabilities Appointment: Letter from a physician, local, state or federal rehabilitation office citing eligibility under 5 CFR 213.3102 (u).
If your resume or supporting documents are illegible or unreadable, or if you fail to include any of the above mentioned required documents, you may lose consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. You may not be considered for any hiring eligibilities that you fail to list and/or support with proper documentation. Applicants who disqualify themselves will not be considered further. If your application materials contain sensitive or inappropriate information, including but not limited to: photographs; classified or government sensitive information; copied and pasted portions of this job announcement; obscene information, etc., you may not be considered.
Falsifying your background, education, and/or experience is cause for non-selection, disqualification from further consideration or withdrawal of tentative or final job offers.
COVID-19 Vaccination Requirements
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 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.
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 and submit the documentation specified in the Required Documents section below.
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
You will receive an email notification when your application has been received.
To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
Headquarters
Courthouse Plaza II, Suite 500
2300 Clarendon Boulevard
Arlington, VA 22201
US
Next steps
Once your online application is submitted, you will receive a confirmation notification by email that your application was received. Your application will be evaluated as outlined above and if you are found to be among the top candidates, you will be referred to the selecting official for employment consideration. Selecting officials may choose any appropriate competitive, non-competitive or alternative candidate under Federal regulations and Agency Merit Promotion policy. Interviews may be conducted individually, by panel, by third party, teleconference, video teleconference, or in person. Selecting officials have the option to interview any, all or none of the referred candidates. Management has the right to fill or not a fill this vacancy, as well as to cancel and re-announce as appropriate.
Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS to check your application status.
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.
