Clarification from the agency

United States citizens, nationals or those who owe allegiance to the United States and ICTAP and CTAP

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As an Information Technology Specialist at the GS-2210-11/12, some of your typical work assignments may include:

• Provides assistance to customers with a variety of PCs and laptops utilizing Windows 10, Microsoft Office 365, SharePoint, or later applications, including Word, Excel, PowerPoint and InfoPath.
• Troubleshoots IT problems for multiple customers and provides resolutions in a manner that minimizes interruptions to business operations.
• Administers and supports a hard drive encryption server-based system, such as Microsoft BitLocker.
• Identifies security vulnerabilities and risks.
• Presents training for customers on a variety of IT topics related to the benefits, capabilities and limitations of IT systems and applications.
• Performs network administration functions, such as 1) configuring hubs, switches, and routers; 2) monitoring network performance; 3) performing various diagnostics; 4) analyzing network traffic patterns; 5) installing software fixes and upgrades; and 6) monitoring cloud computing workloads.
• Advises management on current and future information technology requirements.
• Uses computer systems and application suites to automate processes.

IMPORTANT NOTES:

• This is a Permanent appointment in the competitive service with a full-time work schedule.
• By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.
• This position is also being announced under Merit Promotion Procedures, announcement # MP-25- CSC-12634996. In order to receive consideration as a status candidate, you must apply to the Merit Promotion announcement.
• The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers.
• Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).
• This position is not included in a bargaining unit.

Conditions of employment

• U.S. citizenship is required.
• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• You may be required to complete a one-year probationary period.
• This position is not included in a bargaining unit.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).

Qualifications

Individual Occupational Requirements

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.

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.

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. You must meet all qualification requirements by the closing date of this announcement. You may qualify based on experience, education or a combination of both.

Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.

GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Communicating orally to various internal and external customers to accomplish program objectives and goals, which includes training staff and/or end users via on-the-job training or classroom instruction; and
• Communicating in writing to various internal and external customers to accomplish program objectives and goals; and
• Assisting with implementing Information Technology (IT) security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personal Identifiable Information (PII); and
• Installing and troubleshooting Information Technology (IT) hardware, software, and networks in a variety of local and/or remote locations; and
• Configuring Windows-based networks; setting up Windows-based accounts; and/or working with Cloud-based technologies such as Microsoft Office 365, Microsoft Enterprise Tools, etc.; and
• Deploying and maintaining mobile devices such as laptops, telephones, etc. for employee use.

GS-12: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-11 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Communicating orally to various internal and external customers to accomplish program objectives and goals, which includes training staff and/or end users via on-the-job training or classroom instruction; and
• Communicating in writing to various internal and external customers to accomplish program objectives and goals; and
• Implementing IT security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personally Identifiable Information (PII); and
• Configuring and troubleshooting IT hardware, software, and networking technologies in a variety of local and/or remote locations.
• Configuring windows-based computer equipment, configuring and utilizing Virtual Private Networks (VPN) and utilizing hard drive encryption standards
• Utilizing remote access industry standards, such as Remote Desktop Protocol (RDP).

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website

Qualification Standards:GS-2210: Information Technology Management Series (opm.gov)

*Experience that demonstrated accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.*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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy)

All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/24/2024.

How you will be evaluated

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

For this vacancy, the Office of Capital Access will use a Category Rating system to refer qualified applicants for consideration. This is a three-step process. First, your resume or other application is evaluated to determine if you meet the Qualifications, including the Specialized Experience described above, for the grade level(s) that you are applying for. Secondly, if you meet the minimum qualifications requirements, your responses to the questionnaire, including narrative responses, if applicable, will be compared to your resume or other application. If your resume does not support the answers you gave on the questionnaire, you may be rated "Ineligible," or you may be placed in a lower category. Third, your name will be placed in one of the three following categories:

• Best-Qualified - highly proficient with an overall comprehensive level of knowledge, skills and abilities related to this position.
• Well-Qualified - competent in the position with an overall accomplished level of knowledge, skills and abilities related to this position.
• Qualified - an overall basic level of knowledge, skills and abilities related to this position.

Application of Veterans' Preference: The Category Rating process protects the rights of veterans by placing them ahead of non-veterans within each quality category. All the veterans must be selected before any non-veterans within each category.

For this position, disabled veterans who meet minimum qualifications for this position and have a compensable service-connected disability of at least 10% (CPS & CP) are placed at the top of the Best-Qualified category regardless of which category they would otherwise be assigned to.

Preference eligibles who do not have a service-connected disability of 10% or more (XP or TP) are placed at the top of their quality category.

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 online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• Accountability
• Attention to Detail
• Customer Service
• Customer Service
• Decision Making
• Flexibility
• Influencing/Negotiating
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Network Management
• Oral Communication
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork
• Technical Competence
• Written Communication

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 an online assessment. The online assessment measures critical general competencies required to perform the job.

The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.