This position is located at the Headquarter Office (HQ) in Arlington, Virginia.
IT specialists support an information technology (IT) portfolio that encompasses the following cloud and on-premises platforms: 1) Software-as-a-Service, 2) Infrastructure-as-a-Service, 3) Platform-as-a-Service, 4) Security Access Service Edge, and 5) Network as a Service. The IT specialist further support enterprise infrastructure, including computers & mobile devices, Fortinet networking devices, & VTC room system
Summary
This position is located at the Headquarter Office (HQ) in Arlington, Virginia.
IT specialists support an information technology (IT) portfolio that encompasses the following cloud and on-premises platforms: 1) Software-as-a-Service, 2) Infrastructure-as-a-Service, 3) Platform-as-a-Service, 4) Security Access Service Edge, and 5) Network as a Service. The IT specialist further support enterprise infrastructure, including computers & mobile devices, Fortinet networking devices, & VTC room system
Applications may be accepted from current and former competitive service Federal employees, and U.S. citizens eligible under special hiring authorities (VEOA, disability, Peace Corp volunteers, Interchange programs, etc.)
Provide technical support to customers who need advice, assistance, and training in applying hardware and software systems.
Manage special projects that have a significant impact on the delivery of customer support services (e.g., infrastructure, onboarding and offboarding, or work force relocation).
Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services and develop and implement performance criteria to ensure that requirements are achieved.
Resolve the most difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and computer configurations.
Work with network specialists, applications developers, and security specialists to troubleshoot and prevent recurring problems.
Evaluate specifications and features of new products, perform product comparisons, feasibility and cost-benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management.
May serve as a 508 coordinator by installing the proper codes to make OneABMC Intranet, the internal website, and ABMC documents and electronic records accessible to people with disabilities.
Suitable for Federal employment as determined by appropriate background investigation.
Males born after 12-31-1959 must be registered with Selective Service.
You may be required to complete a one-year probationary period or a two-year trial period.
Merit Promotion applicants must have completed three (3) months of service after a competitive appointment to be considered.
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
Must be able to obtain and maintain a U.S. passport.
Must be able to lift and carry equipment over 40 to 50 lbs. and climb on a ladder to install equipment (Wireless Access Points) on ceiling, walls, etc.
Qualifications
Time in Grade
Time-in-grade restrictions apply for all candidates considered under Merit Promotion (generally applicants who have held a Federal civilian appointment within the previous 52 weeks). These applicants must have 1 year time-in-grade at the next lower level or equivalent to qualify.
Basic Qualifications - For all positions individuals must have IT-related experience demonstrating each of the nine (9) 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.
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. Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.
4. Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.
5. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations
6. 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.
7. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
8. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
9. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
AND
SPECIALIZED EXPERIENCE: Applicants must possess one (1) year of specialized experience equivalent to at least the next lower grade level (GS-12); or its non-Federal equivalent that demonstrates evaluative: Ability to provide Tier Level 3 IT support by managing and optimizing Microsoft 365 environment including Microsoft Teams calling features, voice routing, and PSTN connectivity to support enterprise communications; Administering Microsoft 365 collaboration services, including Microsoft Teams, SharePoint Online, and related workloads; Engineering M365 configurations and policies to improve collaboration, governance, and service reliability; Troubleshooting Microsoft Teams voice, meeting, and collaboration issues by analyzing call logs and coordinating with IT Operations teams; Coordinating with Audio Video teams, networking, and M365 teams to support integrated collaboration technologies and platform updates; Monitoring M365 service health and implementing improvements to strengthen performance, compliance, and user experience.
Additionally, applicant must have experience configuring in Microsoft Office applications (e.g., Microsoft Teams, OneDrive, Outlook, etc.) and other cloud applications and services (e.g., Exchange Online, SharePoint Online, Secure Access Service Edge, etc.); use and configure Microsoft Intune to manage computers and mobile devices in an enterprise/corporate environment (e.g., deploy new applications and remove installed applications, deploy new versions of applications, etc.); use and configure Microsoft Autopilot with Microsoft Intune to configure new computers and mobile devices in an enterprise/corporate environment; use an IT asset inventory management system/software to manage and track all IT assets (e.g., hardware and software assets and licenses); manage Azure infrastructure such as Active Directory, virtual machines, network and storage, and group policies
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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. 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.
Education
Educational substitution is not allowed for this series/grade level (Please do not upload transcripts as they will not be reviewed)
Additional information
Relocation Incentive MAY be authorized.
Recruitment Incentive MAY be authorized for new to federal employment selectees.
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: Males born after December 31, 1959, must be registered or exempt from Selective Service.
As a condition of employment for accepting this position, you may be required to serve a one-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: Upon completion of your one-year probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
whether your continued employment would advance organizational goals of the agency or the Government; and
whether your continued employment would advance the efficiency of the Federal service.
ACTIVE-DUTY SERVICE MEMBERS:
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
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), your responses on the application questionnaire, and your responses to all assessments required for this position.
The USA Hire Assessments 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 an assessment may also result in your removal from consideration.
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.
To apply for this position, you must provide a complete Application Package which includes
Resume that includes: 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, If including Federal service experience, provide pay plan, series and grade, i.e. GS-0301-09, other qualifications. Please limit your resume to two (2) pages. If more than two (2) pages, it will not be accepted in USA Jobs. Please note it is highly recommended that your resume is in the format that is recommended by USA Jobs. To learn how to format the resume go to USA Jobs Helpdesk
Current Federal employees:
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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent non-award SF-50AND
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.
Applicants applying under other authorities (CTAP/ICTAP) must submit the appropriate documentation establishing their eligibility. If you submit multiple copies of the same document, only your most recent uploaded document (by date & time stamp) will be considered. 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.
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
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.
Additional Vacancies
This announcement may be used to fill additional or similar vacancies at the same grade level.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes
Resume that includes: 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, If including Federal service experience, provide pay plan, series and grade, i.e. GS-0301-09, other qualifications. Please limit your resume to two (2) pages. If more than two (2) pages, it will not be accepted in USA Jobs. Please note it is highly recommended that your resume is in the format that is recommended by USA Jobs. To learn how to format the resume go to USA Jobs Helpdesk
Current Federal employees:
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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent non-award SF-50AND
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.
Applicants applying under other authorities (CTAP/ICTAP) must submit the appropriate documentation establishing their eligibility. If you submit multiple copies of the same document, only your most recent uploaded document (by date & time stamp) will be considered. 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.
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
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.
Additional Vacancies
This announcement may be used to fill additional or similar vacancies at the same grade level.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
