This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/537537100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.
This position is located in Information and Security Services, User Services Division, It Service Desk Branch. The incumbent will have the primary responsibilities of being the initial point of contact for a wide range of computing issues within the Bureau of the Fiscal Service and with Fiscal Service business partners.
06/25/2019 to 07/05/2019
$48,353 - $75,152 per year
GS 07 - 09
4 vacancies in the following location:
Yes—as determined by the agency policy.
Not required
No
Permanent - Full-time
Full-time - Career/Career Conditional
Competitive
09
No
No
19-FS-624-MP
537537100
Current or former competitive service federal employees.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Certain current or former term or temporary federal employees of a land or base management agency.
Family members of a federal employee or uniformed service member who is or was, working overseas.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
All candidates who are: Current or former federal employees qualifying as Status Candidates, Federal employees currently serving on a VRA, VEOA eligibles, CTAP/ICTAP eligibles, eligible for special hiring authorities (e.g., the Schedule A appointment for persons with disabilities, or covered by an Interchange Agreement), or Veterans Recruitment Appointment (VRA) or Land Management employees eligible under Public Law 114-47.
The following are the duties of this position at the GS-9. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.
- Provide first-level contact and problem resolution for both Fiscal Service employees as well as Fiscal Service business partners on issues related to end user applications, operating systems, network, and other IT issues.
- Record and handle critical IT service outages or degradation impacting mission critical business applications.
- Manage end user accounts using a variety of software solutions.
- Support PKI encryption technologies for Fiscal Service customers that access critical Fiscal Service payment applications.
- Create standard operating procedures, scripts, and knowledge articles for branch staff to use during customer interactions.
If you do not meet any of the categories listed above, you may wish to apply under announcement 19-FS-625-P, which is open for any U.S. Citizen or U.S. National to apply. Please refer to that announcement for details on open period, eligibility, and how to apply.
The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.
You must meet the following requirements within 30 days after the closing date of this announcement.
Specialized experience:
For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-07 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience includes experience performing IT Customer Support work that involves working independently, but within limited frame work of a supervisor, planning and delivering customer support principles and methods, including installation, configuration, troubleshooting, and communicating IT issues outside the business unit in order to provide first-contact customer service problem resolution. For the GS-09, examples of such experience could include:
- Experience directly supporting IT specialists with technical issues or problem resolution; OR
- Experience maintaining portions of process and procedure manuals; OR
- Experience creating and implementing improvements to work processes and procedures.
AND
In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below.
- Attention to Detail, such as performing triage on basic end user IT incidents, network issues and service requests.
- Customer Service, such as providing first-level contact and problem resolution.
- Oral Communication, such as facilitating meetings with stakeholders.
- Problem Solving, such as troubleshooting access issues.
OR
You may substitute education for specialized experience as follows: Master's degree or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.
For the GS-07, you must have one year of specialized experience at a level of difficulty and responsibility at the GS-05 level in the Federal service or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience includes experience performing IT Customer Support work, under direct supervision, using guidelines and procedures to clearly communicate information regarding installation, configuration, troubleshooting, and customer assistance, in order to report, respond to, and resolve customer requests. Examples of such experience could include:
- Experience participating in specialized projects and assignments; OR
- Experience explaining system status, problem, and resolution to users
AND
In addition to meeting specialized experience, applicants must have proficiency in each of the four competencies listed below.
- Attention to Detail, such as configuring end user devices.
- Customer Service, such as scheduling video teleconference requests utilizing automated scheduling tools.
- Oral Communication, such as participating in a team setting to achieve objectives.
- Problem Solving, such as reviewing incident reports for opportunities for service improvements.
OR
You may substitute education for specialized experience as follows:1 full year of graduate level education or superior academic achievement. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.
Note: If qualifying based on education, undergraduate or graduate education should be in 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.
In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:
For the GS-09, you must have been at the GS-07 level for 52 weeks.
For the GS-07, you must have been at the GS-05 level for 52 weeks.
- We will not pay relocation expenses.
- We may select from this announcement or any other source to fill one or more vacancies.
- This is a bargaining unit position.
- This position is a moderate risk position.
- We offer opportunities for telework.
- We offer opportunities for flexible work schedules.
CONDITIONS OF EMPLOYMENT:
- A one year probationary period may be required.
- Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years.
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.
Our comprehensive benefits are very generous. Our benefits package includes:
- Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
- Ten paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
- Access to insurance programs that may be continued after you retire.
- A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
- A retirement program which includes employer-matching contributions.
- Learn more about Federal benefits programs at: https://help.usajobs.gov/index.php/Pay_and_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.
You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your résumé may result in a “not qualified” determination.
Rating: Your application will be evaluated in the following areas: Organizational Awareness, Communication, and Technical Skills. Your application will be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.
If you are a displaced or surplus Treasury Federal employee (eligible for the Career Transition Assistance Plan (CTAP)) you must receive a score of 90 or better to be rated as “well qualified" to receive special selection priority.
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.
Our comprehensive benefits are very generous. Our benefits package includes:
- Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
- Ten paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
- Access to insurance programs that may be continued after you retire.
- A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
- A retirement program which includes employer-matching contributions.
- Learn more about Federal benefits programs at: https://help.usajobs.gov/index.php/Pay_and_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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.
CURRENT FEDERAL EMPLOYEES -- Documentation Relating to Your Federal Employment:
- Submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The “position occupied” block on the SF-50 should show a “1” and your “tenure” block should show a “1” or “2”.)
- If you are currently on a Veterans Recruitment Appointment (VRA) or Disability appointment, submit a copy of an SF-50 showing that.
- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) DOCUMENTATION: If you are a displaced or surplus Treasury Federal employee, click CTAP for eligibility and a detailed list of required documents.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
Fiscal Service provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.
To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
You will be re-directed to Fiscal Service's CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
To complete, you must click the “Finish” button located at the bottom of the “Application Review” page.
To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.
For additional information on how to apply, please visit the Partnership for Public Service’s Go Government website.
To check the status of your application for this position, please follow these steps:
1. Login to your USAJOBS account, select the "Applications" section and click on the vacancy you would like to view and have already applied for.
2. Under "application status," click "additional application information" and you will be taken to the CareerConnector website where you can check your application status. The "additional application information" link may not be available if your application status says "Unavailable." This indicates that your application is not complete.
If the "additional application information" link is not available and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to the CareerConnector portion of the application.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips.
CURRENT FEDERAL EMPLOYEES -- Documentation Relating to Your Federal Employment:
- Submit a copy of your SF-50, Notification of Personnel Action, which shows your current (or most recent) grade and competitive service status. (The “position occupied” block on the SF-50 should show a “1” and your “tenure” block should show a “1” or “2”.)
- If you are currently on a Veterans Recruitment Appointment (VRA) or Disability appointment, submit a copy of an SF-50 showing that.
- Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) DOCUMENTATION: If you are a displaced or surplus Treasury Federal employee, click CTAP for eligibility and a detailed list of required documents.
EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
The following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date.
Fiscal Service provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.
To begin, either click the “Create a New Account” button and follow the prompts to register or if you previously registered, click the "Apply Online" button and follow the prompts.
You will be re-directed to Fiscal Service's CareerConnector system to complete your application process; answer the online questions, and submit all required documents. (To submit supporting documents, click one of the available options; Upload; Fax; or Reuse existing documents. To protect your privacy, we suggest you first remove your SSN). Also, go to “My Account” to view and update your information, as necessary.
To complete, you must click the “Finish” button located at the bottom of the “Application Review” page.
To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
If you are experiencing system issues with your application, please contact the CareerConnector Help Desk at careerconnectorhelp@treasury.gov and/or the USAJOBS Help Desk.
For additional information on how to apply, please visit the Partnership for Public Service’s Go Government website.
To check the status of your application for this position, please follow these steps:
1. Login to your USAJOBS account, select the "Applications" section and click on the vacancy you would like to view and have already applied for.
2. Under "application status," click "additional application information" and you will be taken to the CareerConnector website where you can check your application status. The "additional application information" link may not be available if your application status says "Unavailable." This indicates that your application is not complete.
If the "additional application information" link is not available and the vacancy is still open, you can click on the job announcement and "Update Application" to be taken back to the CareerConnector portion of the application.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/537537100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world and we celebrate each individual’s identities and experiences. Our core value of inclusive diversity encourages our employees to be themselves and innovate from their unique perspectives. Come Join the Department of the Treasury and Invest in Tomorrow.