IT Specialist (Customer Support)
Job description
Duties
As an IT Specialist (Customer Support) within the Technology and Data Management Division, some of your specific duties will include:
- Provide coordination and oversight for the IT help desk team.
- Monitor the help desk phone line and incident management ticketing system and assist end users in a timely manner.
- Explain computer hardware and software operations to end users.
- Manage user IT support and communications.
- Perform personal property lifecycle tracking, and submit reports for lost, damaged, or destroyed property to the Property Accountability Officer for review and approval.
- Create and maintain user training and Help Desk process and procedure documentation.
- Assist Branch Chief in providing efficient IT operations' support.
Requirements
Conditions of Employment
The ZP-3 is equivalent to the GS-11/12 however this vacancy is being advertised at the GS-11.
NOTE:
A one year probationary period may be required.
Payment of relocation expenses is not authorized.
This position is not in the bargaining unit.
Key Requirements:
- Applicants must be U.S. Citizens.
- Suitable for Federal employment, as determined by background investigation.
- Selectee may be subject to serving a one-year probationary period.
- More requirements are listed under Qualifications and Other Information.
- Must be registered for Selective Service, if applicable (www.sss.gov).
- A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
- Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system.
- If you are a Federal employee applying for a promotion (under merit promotion procedures) you must meet time-in-grade requirements by the closing date of the announcement.
Qualifications
Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy.
BASIC REQUIREMENTS:
Individual Occupational Requirements (IOR): You must meet the IOR for the 2210 Series described below:
EDUCATION: 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. NOTE: Degree 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.
OR
EXPERIENCE: IT-related experience demonstrating each of the four competencies listed below:
- Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
- 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.
- 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.
- Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
SPECIALIZED EXPERIENCE: Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government.
To qualify for the ZP-2210-3 or GS-11, in addition to meeting the IOR, you must meet the specialized experience below:
One year (52 weeks) of specialized experience at the ZP-2 or GS-09 grade level or equivalent pay band in the Federal Service, to include experience:
- IT service desk and customer service.
- Monitoring the service desk phone lines and incident management ticketing system.
- Training/communicating to end users on IT-related matters, and maintaining end user and help desk documentation.
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; knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Education
College Transcript: If you are qualifying based on education, submit a copy of your college transcript that lists college courses detailing each course by the number and department (i.e., bio 101, math 210, etc.), course title, number of credit hours and grade earned. You must submit evidence that any education completed in a foreign institution is equivalent to U.S. education standards with your resume. You may submit an unofficial copy of the transcript at the initial phase of the application process. If course content cannot be easily identified from the title of the course as listed on your transcript, you must submit an official course description from the college/university that reflects the content at the time the course was taken.
Education completed in colleges or universities outside the United States may be used to meet the above requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit: OPM Foreign Education Evaluation
Additional information
Well-qualified for CTAP and ICTAP eligibility includes those candidates who have been determined to exceed minimum qualifications for the position by attaining at least a rating of 85, but otherwise may or may not be among the highly or best-qualified candidates. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
CTAP applicants MUST submit the following documents:
- A copy of your specific RIF notice; notice of proposed removal for failure to relocate; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice eligibility for discontinued service retirement, or similar notice).
- A copy of your SF-50 "Notification of Personnel Action", noting current position, grade level, and duty location;
- A copy of your latest performance appraisal including your rating; and
- Any documentation from your agency that shows your current promotion potential.
- A copy of your RIF separation notice; notice of proposed removal for failure to relocate; notice of disability annuity termination; certification from your former agency that it cannot place you after your recovery from a compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement;
- A copy of your SF-50 "Notification of Personnel Action" documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL, etc;
- A copy of your latest performance appraisal including your rating; and
- Any documentation from your agency that shows your current promotion potential.
1. SF-50, "Notification of Personnel Action: you must provide the most current Notification of Personnel Action (Form SF-50) that verifies career/career-conditional status, title, series, and highest grade level held on a permanent basis for your previous position. (do not submit an Award SF-50) AND, the SF-50 that verifies your separation date; AND.
2. Performance Appraisal - most recent performance appraisal showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. Do not submit a performance plan that does not include this information.
NOAA participates in e-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees.
Benefits
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.
Vacancy Related Questions: As part of the online application process, you will need to respond to a series of questions designed to assess your possession of the following knowledge skills, abilities and/or competencies:
- Attention to Detail
- Problem Solving
- Customer Service
- Oral Communication
We will review your resume, optional cover letter and supporting documentation to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the vacancy announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the scored occupational questionnaire (True/False, Yes/No, Multiple Choice questions) and place you in one of the three pre-defined categories. The categories are "gold", "silver" and "bronze". However, your resume or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.
How you will be evaluated for preference eligibility: Within each category, those entitled to veterans' preference will be listed at the top of the pre-defined category for which they are placed. Preference eligible with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold) depending on the position and grade level of the job. For more information on Category Rating, please go to Category Rating.
The scored occupational questionnaire will evaluate you on the following competencies; please do not provide a separate written response.
Basis of Rating:
Category rating will be used in the ranking and selection process for this position. The quality categories are Gold, Silver, and Bronze. You will be rated on the extent and quality of your experience, education, and training relevant to the duties of the position. If you are eligible, your on-line responses to the application questions will determine your placement in the appropriate quality category described above. Your responses must be substantiated by your resume. If you do not respond to the application questions you may be rated ineligible. Veterans' preference rules for category rating will be applied.
NOTE: If it is determined that you have rated yourself higher than is supported in your description of experience and/or education as described in your resume/application, or that your resume or application is incomplete, you may be rated ineligible and/or not qualified.
Benefits
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.
Required Documents
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 package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume
- At a minimum, your resume mustindicate your citizenship; if you are registered for Selective Service (if you are a male born after 12/31/59); job title(s) (include job series and grade, if federal); duties description; education; starting and ending dates (month and year); and hours worked per week. We recommend using the inbuilt USAJobs Resume Builder to ensure you do not miss any information. Your resume should describe your specialized experience and support your answers to the vacancy announcement questionnaire.
- SF-50, "Notification of Personnel Action: If you are a current or former Federal employee, you must provide the most current Notification of Personnel Action (Form SF-50) that verifies career/career-conditional status, title, series and grade (do not submit an Award SF-50). Also provide the SF-50 that reflects the highest grade level held on a permanent basis or the full performance level of your current position, whichever is higher. Failure to do so will result in an ineligible rating.
- Veteran's documentation: If you are requesting consideration under Veterans Employment Opportunity Act (VEOA) or Veterans Readjustment Act (VRA) you must submit a copy of your Member 4 DD-214 stating disposition of discharge or character of service or other valid proof of eligibility (i.e., statement of service that shows service dates AND character of service) and/or any other required supporting documents (VA Letter). http://www.opm.gov/staffingPortal/Vetguide.asp#VeteransEmploymentAct1998.
- Active Duty Service Members: You must submit a statement of discharge/certification of release or an official written document from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions no later than 120 days from the date the announcement closes. Enlisted Record Briefs and military identification do NOT qualify as official documentation. If the appropriate information is not submitted to confirm the discharge status, dates of service, etc., you will not be considered for this job opportunity under Veteran Preference procedures. To gain access to your DD-214 online please visit http://www.archives.gov/veterans/military-service-records
- Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP) documentation if applicable (see other information).
- Documentation supporting eligibility for non-competitive appointment, (severely disabled, eligible veterans, certain military spouses, etc.)
- Education. If this position requires proof of higher education, you must submit an unofficial transcript or a list of courses that includes the following information: name of accredited institution, grades earned, completion dates, and quarter and semester hours earned. Special Instructions for Foreign Education: Education completed in foreign colleges or universities must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation by the closing date of the announcement will result in lost consideration.
- Due weight shall be given to performance appraisals and awards in accordance with 5 CFR 335.103(b)(3), during the interview/selection process conducted by the hiring manager.
- Performance Appraisal - Submit the most recent performance appraisal (dated within the last 3 years) showing the official rating of record, signed by a supervisor. Do not submit a performance plan that does not include this information.
- Awards - Copies of any award received within the last 3 years.
- Applicants may submit these documents during the application process.
If you are relying on your education to meet qualification requirements:
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.
How to Apply
Your complete application, including required documents, must be received by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
To apply on-line, you must complete and submit an application by accessing the USAJOBS website at http://www.usajobs.gov. To begin, click the Apply Online button near the bottom of this screen and follow the prompts to register into your USAJOBS account, answer the questions, and submit all required documents.
Instructions for Applying Online for this Vacancy Announcement:
1) Click the blue "Apply Online" button.
2) If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile.
3) As a registered user, select a stored resume and select one or more of your stored documents to attach to your application.
4) Check the "Certification" box and click the "Apply for this position now!" button located at the bottom of the screen.
5) Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy.
6) Submit required documents using one of the available methods listed below.
7) If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.
To return to your saved application, log in to your USAJOBS account at http://www.usajobs.gov and click on "Application Status." Click on the position title, and then select Apply Online to continue.
If you have problems completing your on-line application, including problems submitting your supporting documents, please contact the USAJOBS Help Desk. For instructions on submitting your application in an alternate format, please contact the Agency Contact listed in this vacancy announcement.Agency contact information
Kimberly Hicks
Phone
703-563-4482
Email
kimberly.hicks@noaa.gov
Address
NOAA Office of Human Capital Services (OHCS)
1315 East West Hwy
SSMC4
Silver Spring, MD 20910
USNext steps
This Job Opportunity Announcement may be used to fill other ZP-2210-3, IT Specialist (Customer Support) positions throughout NOAA. The position must be alike (e.g. within the same geographic locations, same grade/band and requires the same qualifications and specialized experience as indicated in this vacancy announcement).
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website and clicking on "Track Your Online Application." The four points of notification are:- Application Received
- Application being assess for qualification;
- Referred or Not Referred; and
- Selected or Not Selected.
By submitting your application, you are certifying the accuracy of the information contained in your application. If you make a false statement in any part of your application, you may not be hired; you may be terminated after you begin work; or, you may be fined or jailed. After making a tentative job offer, we will conduct a suitability/security background investigation.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.)Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
- A complete application package includes a resume, required documents and completion of the vacancy announcement questionnaire. Please see this guidance: What to include in your resume
- At a minimum, your resume mustindicate your citizenship; if you are registered for Selective Service (if you are a male born after 12/31/59); job title(s) (include job series and grade, if federal); duties description; education; starting and ending dates (month and year); and hours worked per week. We recommend using the inbuilt USAJobs Resume Builder to ensure you do not miss any information. Your resume should describe your specialized experience and support your answers to the vacancy announcement questionnaire.
- SF-50, "Notification of Personnel Action: If you are a current or former Federal employee, you must provide the most current Notification of Personnel Action (Form SF-50) that verifies career/career-conditional status, title, series and grade (do not submit an Award SF-50). Also provide the SF-50 that reflects the highest grade level held on a permanent basis or the full performance level of your current position, whichever is higher. Failure to do so will result in an ineligible rating.
- Veteran's documentation: If you are requesting consideration under Veterans Employment Opportunity Act (VEOA) or Veterans Readjustment Act (VRA) you must submit a copy of your Member 4 DD-214 stating disposition of discharge or character of service or other valid proof of eligibility (i.e., statement of service that shows service dates AND character of service) and/or any other required supporting documents (VA Letter). http://www.opm.gov/staffingPortal/Vetguide.asp#VeteransEmploymentAct1998.
- Active Duty Service Members: You must submit a statement of discharge/certification of release or an official written document from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions no later than 120 days from the date the announcement closes. Enlisted Record Briefs and military identification do NOT qualify as official documentation. If the appropriate information is not submitted to confirm the discharge status, dates of service, etc., you will not be considered for this job opportunity under Veteran Preference procedures. To gain access to your DD-214 online please visit http://www.archives.gov/veterans/military-service-records
- Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP) documentation if applicable (see other information).
- Documentation supporting eligibility for non-competitive appointment, (severely disabled, eligible veterans, certain military spouses, etc.)
- Education. If this position requires proof of higher education, you must submit an unofficial transcript or a list of courses that includes the following information: name of accredited institution, grades earned, completion dates, and quarter and semester hours earned. Special Instructions for Foreign Education: Education completed in foreign colleges or universities must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. A listing of these accredited organizations can be found on the Department of Education's website. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation by the closing date of the announcement will result in lost consideration.
- Due weight shall be given to performance appraisals and awards in accordance with 5 CFR 335.103(b)(3), during the interview/selection process conducted by the hiring manager.
- Performance Appraisal - Submit the most recent performance appraisal (dated within the last 3 years) showing the official rating of record, signed by a supervisor. Do not submit a performance plan that does not include this information.
- Awards - Copies of any award received within the last 3 years.
- Applicants may submit these documents during the application process.
If you are relying on your education to meet qualification requirements:
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.
This job is open to
-
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
-
The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
-
Veterans
Clarification from the agency
United States Citizens. CTAP/ICTAP Eligibles, Veterans
caravetterealestate.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caravetterealestate.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, caravetterealestate.com is the ideal place to find your next job.