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This position is a IT Specialist (CUSTSPT), GS- 2210-11 working with the Associate Chief Information Office, Information Resources & Technology Management, Operations - Customer Support Branch of the U.S. Fish and Wildlife Service in Anchorage, AK.
05/22/2023 to 06/05/2023
$70,674 - $111,157 per year
GS 11
1 vacancy in the following location:
No
Yes—as determined by the agency policy.
25% or less - You may be expected to travel for this position.
No
Permanent
Full-time
Competitive
None
No
No
R10-23-11964681-JMJ-MP
727014700
Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales.
Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants.
Current or former employees of a base management agency.
Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference
Military spouses relocating under PCS orders or whose spouse is 100% disabled or died while on active duty.
Individuals eligible under a special authority not listed in another hiring path.
Current Career or Career Conditional Federal Employees, Land Management eligibles, 30% disabled veterans, Military Spouse, Peace Corps, AmeriCorps, Vista, VRA, VEOA, ICTAP/CTAP, Schedule A, Reinstatement eligibles, PLC.
As a IT Specialist (CUSTSPT) your duties will include but not limited to the following:
Plans and carries out difficult and complex assignments in the delivery of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member.
Provides advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and may present recommendations to a variety of stakeholders.
Researches and provides response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.
Installs, configures, troubleshoots, and maintains customer hardware and software.
Recommends customer support procedures, standards, and performance metrics.
Provides customer training.
Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
Cost of Living Allowance: In addition to the yearly salary, this position is entitled to a 2.01% cost-of-living allowance (COLA) https://www.opm.gov/policy-data-oversight/pay-leave/pay-systems/nonforeign-areas/#url=COLA-Rates. This allowance is subject to annual review, adjustment, and rate decrease.
Alaska Return Rights (excluding Anchorage and Fairbanks): If you are a current U. S. Fish and Wildlife Service employee and you are transferring from a Region outside of Alaska, you will be eligible to return to a position in your home Region upon completion of a minimum 3-year tour of duty in Alaska. If you exercise this option, your home Region will place you in a position of equivalent grade in the same general occupational classification series that you occupied in Alaska. For the professional series at the GS-5 level or above.
EDUCATION:
For GS-11: Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree in a discipline directly related to the position.EXPERIENCE
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.GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four 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.
PROOF OF EDUCATION: All applicants who are using education or a combination of education and experience to qualify must submit copies of official or unofficial transcripts which include grades, credit hours earned, major(s), grade point average or class ranking, institution name, and student name. If any required coursework is not easily recognizable on transcripts, or if you believe a portion of a particular course can be credited toward meeting an educational requirement, you must also provide a memorandum on letterhead from the institution's registrar, dean, or other appropriate official stating the percentage of the course that should be considered to meet the requirement and the equivalent number of units. Unofficial transcripts are acceptable; however, if you are selected for the position, you will be required to produce the original official transcripts.
PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.
GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.
FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html
PCS INFORMATION:
No PCS entitlements authorized.
Telework:
This position is suitable for telework and may be allowed to telework with supervisory approval.
Additional Vacancies: One or more positions may be filled from applications received under this announcement in the advertised office or other U.S. Fish & Wildlife Service offices in the local commuting area.
Career Transition Assistance Plan (CTAP) or Interagency Career Transition Assistance Plan (ICTAP): Department of Interior (DOI) Career Transition Assistance Plan (CTAP) procedures apply in filling this vacancy. CTAP/ICTAP provides placement assistance to permanent Federal employees who are surplus, displaced, or involuntarily separated. Applicants claiming CTAP/ICTAP eligibility must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, applicants must be well-qualified (i.e., meet the minimum qualification requirements, including any selective placement factors; education, and experience requirements), score at least 85 on the assessment questionnaire, and be able to perform the duties of the position upon entry.
For information on CTAP and ICTAP click here
The Land Management Workforce Flexibility Act (LMWFA),P.L. 114-47, allows certain individuals who currently or formerly were under time-limited competitive appointments at certain land management agencies to compete under merit promotion procedures.
For Eligibility Information click here: USAJOBS Help Center | Land Management
Public Land Corps (PLC) Hiring Authority: Served as a qualified youth on an appropriate conservation project completing a minimum of 640 hours of satisfactory service that included at least 120 hours through the PLC and received a certificate of non-competitive eligibility. Completed most recent Corps service, for which a certificate of non-competitive eligibility was issued, within the last 2 years. Appointment must be affected within the 2-year period.
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 and Americans with Disabilities Act 1990 as amended, that will 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. 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 here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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), 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
Decision Making
Flexibility
Influencing
Negotiating
Integrity/Honesty
Interpersonal Skills
Learning
Reading
Reasoning
Self-Management
Stress
Tolerance
Teamwork
Knowledge of, and demonstrated skill in applying IT and IT customer support concepts, principles, methods, and practices; IT security principles and methods; a wide variety of applications, operating systems, protocols, and equipment used in customer organizations; methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems in order to provide advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities.
Skill in communicating in presentations, to provide guidance to customers, prepare and present reports and technical recommendations, provide effective documentation, provide customer training, and participate on functional teams.
Knowledge of, and skill in applying, IT security principles and methods and IT security protocols and requirements.
Knowledge of test and evaluation methods and procedures; performance tuning tools and techniques; and systems diagnostic tools and fault identification techniques in order to provide support in a manner that minimizes interruption to customer business activities.
Knowledge of and skill in installing, configuring, troubleshooting, and maintaining the IT end user devices used in the customer environment.
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.
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. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies within the same occupational series, grade, full performance level and in the same geographic location(s), including within the same metro/commuting area. Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration.
You must submit a complete application package. We will not make assumptions about your experience and/or education.
Please read the following in its entirety.
Required Documents:
1. Resume: You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose then you must describe your job-related qualifications that includes beginning and ending dates for paid and non-paid work experience, hours worked per week, month and year of employment for each job title listed and description of job duties. Include name and address of employer, supervisor name and telephone number. Additional information on what to include can be found here. Your experience needs to address every required qualification. Note: Failure to provide ALL required information on your resume will result in loss of consideration due to an incomplete application package.
Additional Documentation if applicable:
1. Cover Letter
2. Veterans' Preference Documentation: If you are a veteran with preference eligibility and you are claiming 5-point veterans' preference, you must attach a copy of your DD-214 Member Copy 2 or 4 showing you were honorably discharged. If you are claiming 10-point veterans' preference, attach an SF-15, Application for 10-Point Veterans' Preference in addition to the proof required by that form (i.e. VA letter). You may not be awarded preference if you do not attach the correct Veteran Documentation as specified above.
3. CTAP/ICTAP Documentation: If you are applying under CTAP or ICTAP, you MUST submit proof of eligibility under 5 CFR 330.602(a) for CTAP and 5 CFR 330.704 for ICTAP. This includes a copy of the agency notice, a copy of your most recent performance rating, and a copy of your most recent SF-50 (Notification of Personnel Action) showing your position, grade level, and duty location. Please annotate your application to reflect that you are applying as a CTAP or ICTAP eligible.
4. College Transcripts: Please refer to the education section above for additional information. Unofficial transcripts are acceptable. A copy of your official transcripts may be required if you are selected.
5. SF-50: (non-award), or equivalent Notification of Personnel Action if you are a current or former Federal employee. Your SF-50 (non-award) must show tenure code 1 or 2 in block 24, and position occupied code 1 (competitive service) in block 34. If you have previously held a higher grade than the grade/position you currently occupy, you must submit a copy of the last non-award SF-50 you received for that position. If you have any questions regarding which SF-50's to submit, it is highly recommended that you contact the person listed on this vacancy announcement before the closing date.
Note: Federal employee who has reinstatement eligibility please review the How to Apply for Reinstatement page for all required documents.
Note: You must submit ALL SF-50s and performance information for each period of temporary/term employment if you are requesting to be considered Land Management Workforce Flexibility Act eligibility. For Public Land Corp eligibility, a copy of the Certificate of Eligibility for Non-Compliance Hiring Based for Public Land Corps Service is required for verification of eligibility.
6. Performance Appraisal: Please submit 1) a copy of your most recent performance appraisal/evaluation and 2) a list of any awards (e.g. superior performance awards, special act or achievement awards, quality step increase, etc.) you received in the last 5 years. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. If you do not have your most recent performance appraisal/evaluation, please submit a statement as to why it is not available. Please indicate if any prior performance appraisals/evaluations were at an acceptable level.
Failure to submit any of the above-mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
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.
Review the appointment eligibility criteria in the application preview linked below. The eligibility section of the application allows you to choose how you wish to be considered for this vacancy announcement. You will ONLY be considered for the eligibilities that you select "yes" to and submit the required supporting documentation, as listed in the Required Documents section or the application text.
To apply for this position, you must provide a complete Application Package. See required documents section.
Click 'Apply' to create an account or log in to your existing USAJOBS account.
For information on what each Application Status means, visit: USAJOBS Help Center | How to see your application status
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/727014700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.