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IT Specialist (Customer Support)

Department of the Interior
National Park Service
National Parks of Upstate New York Harbor sub-cluster
This job announcement has closed

Summary

This position serves as an IT Specialist for the National Parks of Upstate New York. The management and support of Information Technology for the Upstate New York Harbor sub-cluster (UNY) is provided by the Office of Business Manager of the Upstate New York Parks.

Duty station will be established upon selection from locations listed on announcement..

Only applications submitted by 11:59 PM EST when the applicant cut-off is reached (or closing date) will be considered.

Overview

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Hiring complete
Open & closing dates
09/11/2023 to 09/26/2023
This job will close when we have received 75 applications which may be sooner than the closing date. Learn more
Salary
$69,996 to - $90,992 per year
Pay scale & grade
GS 11
Locations
1 vacancy in the following locations:
Rome, NY
Seneca Falls, NY
Stillwater, NY
Remote job
No
Telework eligible
Yes—as determined by the agency policy.
Travel Required
Occasional travel - You may be expected to travel for this position.
Relocation expenses reimbursed
Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Appointment type
Permanent
Work schedule
Full-time
Service
Competitive
Promotion potential
12
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk
Trust determination process
Announcement number
NE-1612-SARA-23-12112731-MP
Control number
748224000

This job is open to

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Clarification from the agency

WHO MAY APPLY: Current/former federal employees with competitive/reinstatement eligibility; CTAP/ICTAP eligible within the local commuting area; Veteran Employment Opportunity Act (VEOA); Veterans Recruitment Appointment (VRA); Persons eligible under Special Hiring Authorities, Schedule A and/or individuals w/disabilities; Peace Corp; and Current/former time-limited employees eligible under PL-114-47, Land Management Workforce Flexibility Act (LMWFA).

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Duties

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This position is comprised of Saratoga NHP, Fort Stanwix NM, Women's Rights NHP, Harriet Tubman NHP, and Erie Canalway NHC, for about 80 employees. The network is a rural Area Network consisting of over 10 LAN segments connected to the National Park Service (NPS) WAN. This position serves as an IT Specialist providing on-site and remote desktop support for all sites located throughout upstate New York servicing area.

The position is a member of a highly professional team that is responsible for providing all information technology, network, and telecommunications support to members of the UNY sub-cluster. The main duties of the position include setting up, configuring, and maintaining all hardware and software deployed throughout upstate New York servicing area; providing desktop and remote support, maintenance and setup for all end users in a variety of facets ; providing installation, configuration and training to these employees on various IT topics including the use of Commercial-off-the-Shelf (COTS) and in- house(NPS) software applications; working with project managers on a variety of projects where you will sometimes be required to be the lead IT representative; and in general, researching, discovering, and applying IT Solutions for a variety of business problems.

Other duties of the position include supporting the IT Management team in applying and enforcing IT Security policies; installing and monitoring network management tools and utilities; and assisting the Telecommunications Manager in monitoring the telecommunications infrastructure and network. The work does require some physical aspect, lifting and moving equipment, light cable installation and some evening and weekend hours.

Duties will be developmental in nature when filled below the full performance level.

Requirements

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Conditions of employment

  • U.S. Citizenship required.
  • Appointment subject to background investigation and favorable adjudication.
  • Meet Selective Service Registration Act requirement for males
  • Selectee will be required to participate in the Direct Deposit Electronics Funds Transfer Program.
  • Any individual who is currently holding, or has held within the previous 52 weeks, a General Schedule position under non-temporary appointment in the competitive or excepted service, must meet time-in-grade requirements (must have served 52 weeks at the next lower grade or equivalent in the Federal service). Time-in-grade requirements must be met by the closing date of this announcement. Time-In-Grade requirements also apply to former Federal civilian employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
  • You will be required to operate a government (or private) motor vehicle as part of your official duties; a valid driver's license is required. You will be required to submit a Motor Vehicle Operator's License and Driving Record. You must also submit (within a State sealed envelope or submitted directly by the State authorities), and at your own expense, all certified driving records from all States that disclose all valid driver's licenses, whether current or past, possessed by you.
  • Government quarters is NOT available.
  • You may be required to work on-call, evenings, weekends, holidays, overtime and shift work.
  • If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.
  • You may be required to travel overnight away from home up to 5 nights per month. You must obtain a government charge card for travel purposes.
  • You may be required to complete training and obtain/maintain a government charge card with travel and/or purchase authority.

Qualifications

All qualifications must be met by the closing date of this announcement-09/26/2023-unless otherwise stated in this vacancy announcement.

Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 for each federal position listed as part of your application to be used to validate your work schedule and determine the amount of qualifying experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience.

For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected.

To qualify for this position at the GS-11 grade level, you must possess BOTH the basic education requirement AND meet the specialized experience requirements listed below by close of the announcement.

BASIC REQUIREMENT: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.

EDUCATION:
Possess a 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 computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a Ph.D. or equivalent doctoral 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. YOU MUST INCLUDE TRANSCRIPTS.
OR
EXPERIENCE:

Have IT-related experience demonstrating each of the four competencies listed below. The experience is equivalent to the GS-09 level of proficiency for each competency at each grade level based on the requirements of the position being filled.

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

SPECIALIZED EXPERIENCE REQUIREMENT:
One year of specialized experience equivalent to at least the GS-9 level in the Federal service. 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 and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Specialized experience may include but is not limited to the following: Specialized experience is defined as: 1) Troubleshoots system and equipment errors and connectivity problems and resolves most problems; 2) Research of problem trends and resolutions relating to customer support requirements and making resolution recommendations to the new supervisor; 3) Accountability for IT equipment and light lifting for replacing IT equipment; 4) Analyzes program specifications, actions required, prepares flow charts and modifies job control language to fit each local situation; 5) Tests and debugs completed applications and writes and maintains user instructions; 6) Developed, monitored, and ensured completion of project plans, tasks, timelines; 7) Conducting formal and or informal training.

Volunteer Experience: 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.

A Relocation Incentive May Be Authorized for a Federal employee when the employee must move, as directed by the National Park Service (NPS) either through a management directed reassignment or selection for employment, to a different location at least 50 miles away from the one where his/her position of record held at time of selection is currently located, due to a need of the NPS. A relocation incentive is not the same as a Permanent Change of Station (PCS) move and, as such, may be granted in conjunction with one another.

This announcement may be used to fill additional positions if identical vacancies occur within 90 days of the issue date of the referral certificate.

Promotion to the full performance level is neither guaranteed nor implied and will be based solely on your ability to satisfactorily perform the work of the position, existing work at the higher grade level, and recommendation by the position's supervisor.

Physical Demands: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts, lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.

Working Conditions: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment.

-Office/workspace provided at all supporting park units as needed.
-Home park unit location is per applicant discretion.

The National Park Service has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework with supervisor approval. Park anticipates maximum telework (if desired).

How you will be evaluated

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

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the additional assessments required for this position. A review of your resume and supporting documentation will be made and compared against your responses to the Assessment Questionnaire to determine if you are qualified for this job. If your resume is incomplete or does not support the responses provided in the Assessment Questionnaire, or if you fail to submit all required documentation, you will be rated 'ineligible', 'not qualified', or your score will be adjusted accordingly. If a determination is made that you have inflated your qualifications or experience, you can lose consideration for this position. Please follow all instructions carefully; errors or omissions can affect your rating.

Candidates who apply under Competitive Merit Promotion procedures will undergo a quality review to determine if they are highly qualified based on the content of their resume and their responses to the questionnaire. Best qualified candidates will be referred if all required supporting documentation has been provided.

Candidates who apply under Noncompetitive Merit Promotion procedures will undergo a quality review to determine if they are minimally qualified based on the content of their resume and their responses to the questionnaire. Qualified candidates will be referred if all required supporting documentation has been provided.

You will be evaluated on the following competencies:

  • Attention to Detail
  • Customer Service
  • Oral Communication
  • Problem Solving


In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires successful completion of additional assessments, including a panel resume review and/ or structured interview. These assessments measure the critical competencies listed above that are required to successfully perform the job.

Please submit 1) a copy of your most recent performance appraisal/evaluation and 2) a list of any awards (e.g. superior performance awards, special act or achievement awards, quality step increase, etc.) you received in the last 5 years. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process.

If you do not have your most recent performance appraisal/evaluation, please submit a statement as to why it is not available. Please indicate if any prior performance appraisals/evaluations were at an acceptable level.

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