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SUMMARY CONTINUED:

Salary: $85,508 (Step 01) to $111,157 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.

There is currently only 1 vacancy to be filled; however, this announcement may be used to fill additional vacancies if they become available.

As an IT Specialist (Customer Support) within the Volcano Science Center, California Volcano Observatory, some of your specific duties will include:

• Plans and carries out difficult and complex assignments in the delivery of customer support services.
• Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
• Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements.
• Identifies priorities and barriers to recommendations and may present recommendations, in writing or orally, to a variety of stakeholders.
• Installs, configures, troubleshoots, and maintains customer hardware and software.

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.

Work Environment:
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.

Conditions of employment

Key Requirements:

1. Applicants must be U.S. Citizens.
2. Suitable for Federal employment, as determined by background investigation.
3. Selectee may be subject to serving a one-year probationary period.
4. Selectee must provide a valid state driver's license & safe driving record.
5. More requirements are listed under Qualifications and Other Information.

Are There Any Special Requirements For This Position?

• This vacancy is limited to the first 35 applications received and will close at midnight Eastern Time on the day this application limit is reached regardless of the closing date specified in this vacancy announcement. Any application received prior to midnight Eastern Time of the day the application limit is reached will be accepted and considered. You are strongly encouraged to submit all required supporting documents at the time of application should the vacancy close earlier than stated in this announcement due to the applicant limit being reached. Supporting documents will not be accepted once the vacancy announcement closes.
• Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appointment. Individuals who have delinquent account balances from a previous Government charge card will be required to satisfy their existing obligation before a new card can be issued.
• A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
• You will be required to operate a government-owned or -leased vehicle in the performance of your official duties. Applicants for this position must meet the following requirements: (1) possess a valid State license, and (2) possess a safe driving record. If selected, you will be required to provide proof of a valid State license & a copy of your driving record.
  
• Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system.

Qualifications

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.

For GS-11:

Applicants must meet one of the following to qualify for the GS-11 level:

**Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education (36 semester hours, 54 quarter hours or the equivalent) leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.

**OR one year of appropriate specialized experience equivalent to at least the GS-09 level in the Federal service that demonstrates accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques; i.e., on the basis of general design criteria provided, experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. To be creditable, accomplishments normally would have involved the following, or the equivalent: (1) Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; (2) Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and (3) Adaptation of guidelines or precedents to the needs of the assignment.

You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.

How you will be evaluated

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

--Basis of Rating: The DOI-wide direct hire authority for IT Specialist (CustSpt), GS-2210 is being used to fill this position. All applicants who meet the eligibility requirements and minimum qualification requirements will be referred for consideration.