This position is located within the Department of Commerce (DOC), National Oceanic and Atmospheric Administration (NOAA), National Weather Service (NWS), Office of Water Prediction (OWP), Information Technology Service Group (ITSG). with (1) vacancy located in Tuscaloosa, AL.
This position is also announced under vacancy number NWS-OWP-24-12215697-ST, which is open to Status Candidates. You must apply to both announcements if you want to be considered for both.
Summary
This position is located within the Department of Commerce (DOC), National Oceanic and Atmospheric Administration (NOAA), National Weather Service (NWS), Office of Water Prediction (OWP), Information Technology Service Group (ITSG). with (1) vacancy located in Tuscaloosa, AL.
This position is also announced under vacancy number NWS-OWP-24-12215697-ST, which is open to Status Candidates. You must apply to both announcements if you want to be considered for both.
This working title of this position is an IT Specialist (Customer Support) Helpdesk Manager. As an IT Specialist (Customer Support Helpdesk Manager you will perform the following:
Serves as a senior IT Specialist (CUSTSPT), and the Helpdesk Manager providing leadership and support for hardware and software installation, and maintenance of network accounts. Manages the organization's helpdesk, provides support in imaging, troubleshooting, repairing, and resolving issues for a wide range of installed computer systems such as PCs, laptops, and peripherals (e.g. printers, scanners and plotters). Selects, installs, upgrades, and maintains desktop computers, notebooks, computers, operating system software, and applications software.
Manages, plans and delivers customer support services. Diagnoses and resolves problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns related to customer support requirements including installation, configuration, troubleshooting, and maintaining customer hardware and software; customer assistance, and training in response to customer requirements.
Troubleshoots hardware and software systems. Adapts, configures and tests computer software, hardware and/or user systems for effective integration of software systems. Designs, tests, documents, troubleshoots and supports operating systems, applications and infrastructure services.
Coordinates with other systems administrators for cybersecurity projects to ensure system security. Tracks POA&Ms (Plan of Actions and Milestones) and security changes through the Security Team Lead and the IT Supervisor and Deputy Director, National Weather Center.
These duties are described at the full performance level of the GS-12; the GS-7/9/11 are developmental leading to such performance.
NOTE:
* A one year probationary period may be required.
* Payment of relocation expenses is authorized.
* Payment of relocation incentive is not authorized.
* Payment of recruitment incentive is not authorized.
* This position is in the bargaining unit. This position is covered by (1538).
Key Requirements:
Applicants must be U.S. Citizens.
More requirements are listed under Qualifications and Other Information.
Must be registered for Selective Service, if applicable (www.sss.gov)
CONDITION OF EMPLOYMENT: In accordance with DoD 8140.01, expected to obtain and maintain an entry level certification such as CompTIA A+, Microsoft 365 Fundamentals, or Red Hat Certified System Administrator within 12 months of employment.
Position requires continuing education and minimum industry standard Windows and security certifications such as MTA, MCSA, Server+, Security+, and GSEC.
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.
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
Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy
EDUCATION: There is no positive education requirement for this position.
For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required 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.
SPECIALIZED EXPERIENCE: Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade 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. This experience need not have been in the federal government.
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.
To qualify for the GS-7:
Education: A. 1 full year of graduate level education in one of the following areas: 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.
Note: All academic degrees and coursework must be from accredited or pre-accredited institutions. Include a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.
-OR-
B. Superior Academic Achievement (S.A.A): A grade point average (GPA) of 3.0 or higher based on a 4.0 scale for all completed undergraduate courses, or those completed in the last 2 full years of undergraduate study; a GPA of 3.5 or higher based on a 4.0 scale for required courses completed in a major field of study, or those courses completed in a major field of study during the last two years of undergraduate study; class standing of upper third of the graduating class in the college, university, or major subdivision of the college; or membership in a national Scholastic Honor Society certified by the Association of College honor Societies, excluding freshman honor societies. [Note: You must include a copy of your transcripts for verification and ensure your application clearly states how you meet Superior Academic Achievement.]
- OR-
Specialized Experience GS-7: You must have one year of specialized experience equivalent to the GS-5 grade level in the federal service. Specialized experience must include all of the following:
Assist in providing computer helpdesk support; and
Assist in receiving, responding to, and ensuring resolution of customer request for computer software or hardware assistance.
To qualify for the GS-9:
Applicants may qualify for this position through meeting either the requirements under Education or Specialized Experience. Education: A master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree in the following areas: 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.
Note: 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.
- OR-
Specialized Experience GS-9: You must have one year of specialized experience equivalent to the GS-7 grade level in the federal service. Specialized experience must include all of the following:
Assists with establishing new accounts, resetting passwords and creating reports for computer service requests; and
Receives, responds to and ensures resolution of customer requests for assistance with hardware or software problems.
To qualify for the GS-11:
Applicants may qualify for this position through meeting either the requirements under Education or Specialized Experience. Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral in one of the following areas: 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.
Note: 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.
- OR-
Specialized Experience: GS-11: You must have one year of specialized experience equivalent to the GS-9 grade level in the federal service. Specialized experience must include all of the following:
Provide customer support installing, configuring and testing software on customer workstations; and
Provide helpdesk support in troubleshooting, repairing and resolving issues on customers PCs, laptops, printers, scanners or plotters.
To Qualify for GS-12:
Specialized Experience: You must have one year of specialized experience equivalent to the GS-11 grade level in the federal service. Specialized experience must include all of the following:
Use automation tools for managing computer helpdesk problems and resolutions;
Diagnose, research and resolve problems in response to customer reported computer incidents.; and
Develop customer support policies, procedures, and standards for installing, configuring, troubleshooting, and maintaining customer hardware and software.
Education
College Transcript: If you are qualifying based on education, submit a copy of your college transcript that lists college courses detailing each course by the number and department (i.e., Bio 101, Math 210, etc.), course title, number of credit hours and grade earned. You must submit evidence that any education completed in a foreign institution is equivalent to U.S. education standards with your resume. You may submit an unofficial copy of the transcript at the initial phase of the application process. If course content cannot be easily identified from the title of the course as listed on your transcript, you must submit an official course description from the college/university that reflects the content at the time the course was taken.
Note: Your college transcript is used to verify successful completion of degree, or college course work. An official college transcript will be required before you can report to duty.
Special Instructions for Foreign Education: Education completed in foreign colleges or universities must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation by the closing date of the announcement will result in lost consideration. For more information on how foreign education is evaluated visit: OPM Foreign Education Evaluation.
Additional information
CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a rating of 85 out of 100. Information about ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: Employee Guide to Career Transition
CTAP applicants MUST submit the following documents:
A copy of your specific RIF notice; notice of proposed removal for failure to relocate; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice eligibility for discontinued service retirement, or similar notice).
A copy of your SF-50 "Notification of Personnel Action", noting current position, grade level, and duty location;
A copy of your latest performance appraisal including your rating; and
Any documentation from your agency that shows your current promotion potential.
ICTAP applicants MUST submit the following documents:
A copy of your RIF separation notice; notice of proposed removal for failure to relocate; notice of disability annuity termination; certification from your former agency that it cannot place you after your recovery from a compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement;
A copy of your SF-50 "Notification of Personnel Action" documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL, etc;
A copy of your latest performance appraisal including your rating; and
Any documentation from your agency that shows your current promotion potential.
NOAA participates in e-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees.
The Department of the Commerce (DOC) places a high value on diversity of experience and cultural perspectives and encourages applications from all interested eligible candidates. Diversity, equity, inclusion, and accessibility (DEIA) are fundamental principles that guide the Department and allow us to successfully achieve our mission.
THE FEDERAL GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER.
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.
Vacancy Related Questions: As part of the online application process, you will need to respond to a series of questions designed to assess your possession of the following knowledge skills, abilities and/or competencies:
Customer Service
Database Management Systems
Information Systems/Network Security
Information Technology Program Management
We will review your resume, optional cover letter and supporting documentation to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the vacancy announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the scored occupational questionnaire (True/False, Yes/No, Multiple Choice questions) and place you in one of the three pre-defined categories. The categories are "gold", "silver" and "bronze". However, your resume or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.
How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed. Preference eligible with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold) depending on the position and grade level of the job. For more information on Category Rating, please go to Category Rating.
The scored occupational questionnaire will evaluate you on the following competencies; please do not provide a separate written response
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.
Required documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments.
A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume
You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose, for each work experience at a minimum, your resume must include; job title(s) (including job series and grade, if federal); description of duties or work performed; education; starting and ending dates (month and year); and hours worked per week and/or full-time or part-time. If identifying as part-time you must state the number of hours per week. (NOTE:A full-time work schedule requires most employees to work 33-40 hours during the work week. A part-time schedule requires an employee to work less than full-time, but for a specific number of hours (usually 16-32 hours per administrative work week) on a prearranged scheduled tour of duty.)
Transcripts
If this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide all unofficial transcripts (undergraduate, graduate, etc.) by the closing date of this announcement or you will be disqualified from further consideration. Please ensure that all documentation is legible.
Veterans' Preference Eligibles
If you are claiming veterans' preference you must provide a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy or any official documentation or statement from the Armed Forces that confirms your dates of service and that your separation, discharge, or release from active duty was under honorable conditions (i.e., Honorable or General Discharge). Note: If you have more than one DD-214 for multiple periods of active duty, submit a copy for each period of service.
If you are currently on active military duty, you must provide documentation (e.g., campaign document, award citation, etc.), that verifies entitlement to veterans' preference and that your character of military service is honorable.
If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must also submit documentation that supports your claim, e.g., an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of the Purple Heart, etc. The overall rating must be identified on your certification letter or separation orders. Documentation must be received by the closing date shown in this vacancy announcement. If you fail to submit any of the required documentation, you will not be granted veterans' preference.
Additional information on veterans' preference can be found in the VetGuide.
Career Transition Assistance Plan (CTAP) & Inter-agency Career Transition Assistance Plan (ICTAP) Eligibles
If you are claiming CTAP/ICTAP eligibility, the Servicing Human Resources Office must receive proof by the closing date of this announcement that you meet the requirements of 5 CFR 330 Subpart F for CTAP and 5 CFR 330 Subpart G for ICTAP or you will not receive priority consideration. This includes:
copy of the agency notice;
your most recent Performance Rating; and
your most recent SF-50 noting current position, grade level, and duty location.
If you are a CTAP or ICTAP eligible, you will be considered well qualified if you earn a minimum score of 85 (prior to the assignment of veteran's preference points). For more information on CTAP/ICTAP please click here.
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.
Applications (resume and application questions) for this vacancy must be received on-line via USAJOBS by 11:59pm Eastern Time (ET) (Washington, D.C. time) on the closing date of this announcement. If you fail to submit a complete online resume, you will not be considered for this position. Requests for extensions will not be granted. If applying online poses a hardship for you, you must speak to someone in the Servicing Human Resources Office listed on this announcement PRIOR TO THE CLOSING DATE for assistance.
Instructions for Applying Online for this Vacancy Announcement:
Click the blue "Apply Online" button.
If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile.
As a registered user, select a stored resume and select one or more of your stored documents to attach to your application.
Check the "Certification" box and click the "Apply for this position now!" button located at the bottom of the screen.
Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy.
Submit required documents using one of the available methods listed below.
If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.
NOAA Office of Human Capital Services (OHCS)
1315 East West Hwy
SSMC4
Silver Spring, MD 20910
US
Next steps
This Job Opportunity Announcement may be used to fill other IT Specialist (Customer Support), GS-2210-7/9/11/12 positions throughout NOAA. The position must be alike (e.g.: within the same geographic locations, same grade/band and requires the same qualifications and specialized experience as indicated in this vacancy announcement).
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website and clicking on "Track Your Online Application." The four points of notification are:
Application Received
Application being assess for qualification;
Referred or Not Referred; and
Selected or Not Selected.
By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired; you may be terminated after you begin work; or, you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.)
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Required documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments.
A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume
You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose, for each work experience at a minimum, your resume must include; job title(s) (including job series and grade, if federal); description of duties or work performed; education; starting and ending dates (month and year); and hours worked per week and/or full-time or part-time. If identifying as part-time you must state the number of hours per week. (NOTE:A full-time work schedule requires most employees to work 33-40 hours during the work week. A part-time schedule requires an employee to work less than full-time, but for a specific number of hours (usually 16-32 hours per administrative work week) on a prearranged scheduled tour of duty.)
Transcripts
If this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide all unofficial transcripts (undergraduate, graduate, etc.) by the closing date of this announcement or you will be disqualified from further consideration. Please ensure that all documentation is legible.
Veterans' Preference Eligibles
If you are claiming veterans' preference you must provide a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy or any official documentation or statement from the Armed Forces that confirms your dates of service and that your separation, discharge, or release from active duty was under honorable conditions (i.e., Honorable or General Discharge). Note: If you have more than one DD-214 for multiple periods of active duty, submit a copy for each period of service.
If you are currently on active military duty, you must provide documentation (e.g., campaign document, award citation, etc.), that verifies entitlement to veterans' preference and that your character of military service is honorable.
If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must also submit documentation that supports your claim, e.g., an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of the Purple Heart, etc. The overall rating must be identified on your certification letter or separation orders. Documentation must be received by the closing date shown in this vacancy announcement. If you fail to submit any of the required documentation, you will not be granted veterans' preference.
Additional information on veterans' preference can be found in the VetGuide.
Career Transition Assistance Plan (CTAP) & Inter-agency Career Transition Assistance Plan (ICTAP) Eligibles
If you are claiming CTAP/ICTAP eligibility, the Servicing Human Resources Office must receive proof by the closing date of this announcement that you meet the requirements of 5 CFR 330 Subpart F for CTAP and 5 CFR 330 Subpart G for ICTAP or you will not receive priority consideration. This includes:
copy of the agency notice;
your most recent Performance Rating; and
your most recent SF-50 noting current position, grade level, and duty location.
If you are a CTAP or ICTAP eligible, you will be considered well qualified if you earn a minimum score of 85 (prior to the assignment of veteran's preference points). For more information on CTAP/ICTAP please click here.
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.
Applications (resume and application questions) for this vacancy must be received on-line via USAJOBS by 11:59pm Eastern Time (ET) (Washington, D.C. time) on the closing date of this announcement. If you fail to submit a complete online resume, you will not be considered for this position. Requests for extensions will not be granted. If applying online poses a hardship for you, you must speak to someone in the Servicing Human Resources Office listed on this announcement PRIOR TO THE CLOSING DATE for assistance.
Instructions for Applying Online for this Vacancy Announcement:
Click the blue "Apply Online" button.
If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile.
As a registered user, select a stored resume and select one or more of your stored documents to attach to your application.
Check the "Certification" box and click the "Apply for this position now!" button located at the bottom of the screen.
Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy.
Submit required documents using one of the available methods listed below.
If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.
NOAA Office of Human Capital Services (OHCS)
1315 East West Hwy
SSMC4
Silver Spring, MD 20910
US
Next steps
This Job Opportunity Announcement may be used to fill other IT Specialist (Customer Support), GS-2210-7/9/11/12 positions throughout NOAA. The position must be alike (e.g.: within the same geographic locations, same grade/band and requires the same qualifications and specialized experience as indicated in this vacancy announcement).
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website and clicking on "Track Your Online Application." The four points of notification are:
Application Received
Application being assess for qualification;
Referred or Not Referred; and
Selected or Not Selected.
By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired; you may be terminated after you begin work; or, you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.)
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
