This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/579358500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Due to the Pandemic, and individual states with different phases of reopening, your report date to your official duty station/facility may be delayed until such time as employees are allowed to report to the workplace. You may telework up to the maximum extent possible, up to and including full time, until it is safe to relocate.
Learn more about this agency09/19/2020 to 10/09/2020
$66,936 - $103,741 per year
Locality increase will be determined at time of job offer.
FV I
1 vacancy in the following location:
Yes—as determined by the agency policy.
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.
No
Permanent
Full-time
Excepted
NA
No
No
ACT-AIT-20-APS311-69140
579358500
The Helpdesk and Deskside Operations Team (APS-311) focuses on ensuring the smooth operation of Customer Support Helpdesk (Tier 1) and Deskside (Tier 2) (including Tier 2 Depot) services which are being provided via a contract vehicle. They handle escalations, respond to customer feedback, provide reports to AIT internal customers, assess impact of changes to the FAA infrastructure, create and update knowledge articles to support projects/programs and improve current processes, and ensure that all support personnel have the training needed to support new applications.
We are looking for an Operations Lead IT Technician to join Helpdesk and Deskside Operations team. The incumbent will be responsible for escalations, ensuring that knowledge base articles (KBA’s) are updated or created as needed, coordinating any training for our contract staff on new systems and applications, and generally ensuring that incidents and service requests are handled in a timely and efficient manner. The incumbent must be able to work independently and make informed decisions and have the capability to search the Remedy incidents, work orders, and request to analyze the current status of the request, what is needed to resolve or escalate the request as well as collect and report on incident information. The right candidate will enjoy interacting and communicating with FAA and AIT internal, FAA vendors/contract staff, and other FAA Lines of Business/Staff offices.
In addition, the incumbent will be responsible for the following:
To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-H / FG/GS-10-12. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.
Specialized experience may include but not limited to: Experience using the Remedy system to analyze help desk IT work orders, incidents, and work order statuses to determine resolution or escalation; experience collecting and reporting on incident/work order requests
Applicants should include examples of specialized experience in their work history.
Qualifications must be met by the closing date of this vacancy announcement.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
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.
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) 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.
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.
Qualification requirements must be met by the closing date of this vacancy announcement.
Some, all or none of the applicants may be interviewed.
Selection may be made from this announcement or from announcement ACT-AIT-20-APS311-69142.
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.
Only supplemental documentation, e.g. transcripts or veteran's documentation will be accepted in combination with your on-line application. These documents must be uploaded or emailed to tara.price@faa.gov on or before the closing date of this announcement. All submitted 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/.
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.
You must apply online to receive consideration. Your application must have a status of "Received" 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 have a status of "Received" each time a referral list is created in order to receive consideration for positions associated with register.
IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC REGARDING YOUR EXPERIENCE OR EDUCATION.
We strongly encourage applicants to utilize the USAJOBS resume builder in the creation of resumes.
Please ensure EACH work history includes ALL of the following information:
Candidates for FAA positions are evaluated using our Automated Vacancy Information Access Tool for Online Referral (AVIATOR) system.
AVIATOR compares your skills and experience as described in your application with the requirements of the position.
If you are found to be an eligible, highly-qualified candidate, you will be referred to the selecting official for further consideration.
(In some cases, individuals with priority for special consideration must be considered and selected before other candidates.)
Whether or not you are contacted for an interview depends upon the location of the position and the judgment of the selecting official.
Important - If you make any change to your application, you must resubmit it.
If you change your application and do not resubmit it, your changes will not be considered part of your application package, and your previous application will be considered.
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.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/579358500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
Thanks to the work of the Federal Aviation Administration (FAA), over the past 50 years, aviation has become central to the way we live and do business, linking people from coast to coast and connecting America to the world. In fact, FAA has created the safest, most reliable, most efficient, and most productive air transportation system in the world.