Serves as an IT Specialist (Customer Support) in the Desk Side Support & Implementation Section, AMK-262. Also serves as a Special Project Team Lead responsible for planning, coordinating, and conducting projects and studies. Develops, integrates, and implements solutions to diverse, complex problems.
Summary
Serves as an IT Specialist (Customer Support) in the Desk Side Support & Implementation Section, AMK-262. Also serves as a Special Project Team Lead responsible for planning, coordinating, and conducting projects and studies. Develops, integrates, and implements solutions to diverse, complex problems.
Pay scale and grade determines the salary of the job.
Work schedule
Full-time
Travel Required
Occasional travel - The job may require travel from time-to-time, but not on a regular basis. The travel may be for training or other work-related duties.
Performs complex assignments under limited managerial direction within the Customer Services Branch (AMK-260). Acts as a Project Lead or Technical Specialist for integrated design and development projects. Serves as a primary Liaison between internal and external stakeholders to oversee the adoption of new and emerging technologies. Additionally, manages leadership initiatives and defines the roadmap for enterprise-wide endpoint innovations. Provides expert-level technical support, leads high-impact integration projects, and provides administrative oversight for personnel and operational workflows. Provides administrative support to front-line management regarding personnel requirements, including performance recognition and resource allocation. Manages low-level administrative approvals and resolves informal personnel grievances. Communicates organizational policy and procedural positions to internal leadership and labor organizations as required. Applies advanced technical expertise to support hardware, Commercial Off-the-Shelf (COTS) software, support and administration tools, cloud productivity suites and asset management systems. Coordinates comprehensive system testing between application teams and end-users. Authors and maintains technical documentation and work instructions following best practices to support enterprise releases. Blends cross-functional teams to achieve singular project milestones and serves as acting unit manager when required.
Develops specialized evaluation metrics to monitor performance across service and support environments. Utilizes IT Service Management (ITSM) platforms and rigorous application testing methodologies to ensure operational stability. Core duties include:
Governing organizational technical debt and security risks by balancing operational tools, waivers, policies, and deliverables.
Scaling storage resources and collaborating with Systems Administrators and Application Developers.
Analyzing capacity and performance data to identify bottlenecks.
Executing security compliance audits and technical inspections.
Manages short-term leave requests and resolves informal employee grievances.
Assignments typically require solutions to be derived by interpreting and extrapolating from situations faced in the past. May provide recommendations to improve work processes. Occasionally refers difficult problems and work issues to a manager when guidelines are not available or applicable. Maintains professional communication with internal and external stakeholders to coordinate system maintenance, manage service outages, and enforce enterprise standards. Delivers data-driven technical analyses and operational documentation to support executive decision-making. Adheres to existing standards and frameworks to ensure service quality. Derives solutions by extrapolating from historical data and provides process improvement recommendations. Acts as a senior technical escalation point, providing mentorship and guidance to junior staff and resolving complex technical issues independently. Work is evaluated at major milestones for alignment with project requirements and technical compliance.
Selective Service Registration is required for males born after 12/31/1959.
Must submit an SF50 (See Required Documents).
A one-year probationary period may be required.
Successful completion of a security investigation may be required.
See Required Documents & Additional Information
Qualifications
To qualify for this position at the FV-J (FG/GS-14) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-I (FG/GS-13) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled.
Specialized Experience includes: Experience which demonstrates 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 systems inter-relationships must be considered or what operating mode, system software, and/or equipment configuration is most appropriate for a given project. Also includes experience in the application of project management methodologies in support of a large/complex IT environment; experience operating under ISO 9001 :2000 and/or ISO 2000 certifications in an IT environment; and ability to work on budgets and deadlines.
AND
Individuals must have IT-related experience demonstrating each of the four competencies listed below. The experience may be demonstrated by paid or unpaid experience and/or completion of a specific, intensive training (for example, IT certification), as appropriate:
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.
ALSO
Quality Ranking Factor (QRF): Well-Qualified applicants will have documented experience in at least two of the following:
Complex Project Management: Leading multiple integrations or major application releases with competing deadlines.
Advanced Troubleshooting: Resolving complex system outages or architectural failures following major upgrades.
Financial & Resource Stewardship: Managing project financials, including budget allocations, cost models, burn rates, and inter-agency service-level agreements
Education
Information Regarding KSA's:
As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.
In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.
Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
Additional information
We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required.
The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements
NOTES:
1. Applicants must apply online to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be accepted.
2. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.
3. Some, all or none of the applicants may be interviewed.
4. This position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: https://www.faa.gov/jobs/working_here/benefits.
5. Position(s) may be realigned based on approved reorganization.
6. This announcement is open to current permanent employees within AMK-260 and AMK-270, which will be consolidated under the upcoming reorganization.
7. Additional information regarding living in Oklahoma can be found at www.abetterlifeokc.com.
8. To confirm receipt of documents, please contact Caleb Weston at Caleb.A.Weston@faa.gov.
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.
IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.
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.
A Notification of Personnel Action (SF-50) is required to verify area of consideration. Other supplemental documentation will be accepted in combination with your online application. These documents must be included with your application or emailed to 9-AMC-AHF-S210@faa.gov on or before the closing date of this announcement. All emailed documents should reference the announcement number.
If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.
If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.
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.
Applicants may be required to complete one or multiple assessments as part of the evaluation process. This assessment aims to evaluate the competencies and qualifications essential for the position.
You must apply online to receive consideration. Your application must be submitted by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must be submitted at the time a referral list is created in order to receive consideration for positions associated with a register.
RESUMES ARE LIMITED TO TWO PAGES. IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC AND INCLUDE INFORMATION AS IT RELATES TO THE QUALIFICATIONS AND SPECIALIZED EXPERIENCE REQUIREMENTS OF THIS POSITION.
Please ensure EACH work history includes ALL of the following information:
Job Title (include series and grade if Federal Job)
Relevant work experience: should align to the Job Announcement and address all required qualifications and include job title, employer name, start/end dates, number of hours worked per week.
Education, certification or licensure: If required, education should include school/institution name, completion date, degree type and GPA.
Determining length of General or Specialized Experience is dependent on the above information and failure to provide ALL of this information may result in a finding of ineligible.
You may upload completed documents to your USAJOBS Account. This will provide you the opportunity to utilize the uploaded information again when applying for future vacancies.
Federal Aviation Administration
AAC Regional HR Services Branch
6500 S. Macarthur Blvd, HQ Room 155
AHF-S210
Oklahoma City, OK 73169
US
Next steps
Once we receive your complete application, the Human Resources Office will conduct an evaluation of your qualifications. Eligible and qualified candidates will be referred to the hiring manager for consideration. You will be contacted directly if selected for an interview.
For instructions on how to check the status of your application, please go to: USAJOBS Help Guide.
Important - If you make any changes to your application, you must resubmit it. If you make changes to your application and do not resubmit it, your changes will not be considered part of your application package, and only your previously submitted application will be evaluated.
All qualified applicants will be considered regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. DOT provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact listed in the Agency Contact Information section of this announcement or the hiring manager. An employee with a disability must notify the decision-maker of the accommodation request. Job applicants and employees are required to follow up oral requests in writing. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Additional information on reasonable accommodations procedures or on EEO Programs is available on Office of Civil Rights (ACR) or by contacting the local FAA Civil Rights Office.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A Notification of Personnel Action (SF-50) is required to verify area of consideration. Other supplemental documentation will be accepted in combination with your online application. These documents must be included with your application or emailed to 9-AMC-AHF-S210@faa.gov on or before the closing date of this announcement. All emailed documents should reference the announcement number.
If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.
If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.
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.
Applicants may be required to complete one or multiple assessments as part of the evaluation process. This assessment aims to evaluate the competencies and qualifications essential for the position.
You must apply online to receive consideration. Your application must be submitted by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must be submitted at the time a referral list is created in order to receive consideration for positions associated with a register.
RESUMES ARE LIMITED TO TWO PAGES. IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC AND INCLUDE INFORMATION AS IT RELATES TO THE QUALIFICATIONS AND SPECIALIZED EXPERIENCE REQUIREMENTS OF THIS POSITION.
Please ensure EACH work history includes ALL of the following information:
Job Title (include series and grade if Federal Job)
Relevant work experience: should align to the Job Announcement and address all required qualifications and include job title, employer name, start/end dates, number of hours worked per week.
Education, certification or licensure: If required, education should include school/institution name, completion date, degree type and GPA.
Determining length of General or Specialized Experience is dependent on the above information and failure to provide ALL of this information may result in a finding of ineligible.
You may upload completed documents to your USAJOBS Account. This will provide you the opportunity to utilize the uploaded information again when applying for future vacancies.
Federal Aviation Administration
AAC Regional HR Services Branch
6500 S. Macarthur Blvd, HQ Room 155
AHF-S210
Oklahoma City, OK 73169
US
Next steps
Once we receive your complete application, the Human Resources Office will conduct an evaluation of your qualifications. Eligible and qualified candidates will be referred to the hiring manager for consideration. You will be contacted directly if selected for an interview.
For instructions on how to check the status of your application, please go to: USAJOBS Help Guide.
Important - If you make any changes to your application, you must resubmit it. If you make changes to your application and do not resubmit it, your changes will not be considered part of your application package, and only your previously submitted application will be evaluated.
All qualified applicants will be considered regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. DOT provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact listed in the Agency Contact Information section of this announcement or the hiring manager. An employee with a disability must notify the decision-maker of the accommodation request. Job applicants and employees are required to follow up oral requests in writing. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Additional information on reasonable accommodations procedures or on EEO Programs is available on Office of Civil Rights (ACR) or by contacting the local FAA Civil Rights Office.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
