Information Technology Specialist
Duties of this position include, but are not limited to:
Defines strategies, establishes goals and timelines for the completion of projects, tasks, and activities as the technical authority. Drafting wide range of technical and/or administrative documentation to include contingency plans, risk assessments, feasibility studies, and financial analysis. Develops and maintains problem tracking and resolution databases, customer service performance requirements, and customer support policies, procedures, and standards; Plans and delivers customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Prepares reports and maintains records of work accomplishments and administrative information. Work Schedule:
This position supports 24/7 operations throughout the calendar year. Work hours are primarily during the day shift; however, occasional work is required during nights, weekends and/or holidays. The shift may be changed depending on the needs of the service or the facility. Compressed/Flexible:
Not available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Information Technology Specialist/PD17041-A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/10/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11 grade level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. Applicants may qualify based on experience as described below:
Specialized
Experience:
Applicants must have one year (52 weeks) of progressively responsible specialized experience in Information Technology equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. The experience would have provided the knowledge of customer service and customer support principles and methods required in the planning and delivery of the full range of customer support services; and a high order of analytical ability combined with a comprehensive technical knowledge of the functions, processes, and principles of management, planning, systems analysis, and automation. Examples of Specialized Experience would typically include, but are not limited to:
Analytical ability combined with a comprehensive technical knowledge of the functions, processes and principles of management, planning, systems analysis and automations; experience with data processing and communication methods, equipment types, systems and applications; comprehensive knowledge of organization resources and methods sufficient to plan and execute studies which formulate and project IT needs. Experience must be IT-related. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate. Preferred Certification:
Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security
certifications. Please provide a copy of each certification. AND In addition to the specialized experience described above, applicants must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials. Attention to Detail:
Reviews moderately complex data from multiple sources and determine relevant information to a given situation. Drafts, edits, and disseminates written reports and status updates that are factual, timely and relatively error free. Customer Service:
Maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assesses customers' needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person. Oral Communication:
Communicates, explains or defends complex information technology ideas and information clearly and adapts to the audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications. Problem-Solving:
Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist. You will be rated on the following Competencies for this position:
Attention to DetailCustomer ServiceOperations SupportProblem Solving 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor.Employee may be subjected to stressful situations, since the computer systems frequently require immediate response to problems. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Defines strategies, establishes goals and timelines for the completion of projects, tasks, and activities as the technical authority. Drafting wide range of technical and/or administrative documentation to include contingency plans, risk assessments, feasibility studies, and financial analysis. Develops and maintains problem tracking and resolution databases, customer service performance requirements, and customer support policies, procedures, and standards; Plans and delivers customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Prepares reports and maintains records of work accomplishments and administrative information. Work Schedule:
This position supports 24/7 operations throughout the calendar year. Work hours are primarily during the day shift; however, occasional work is required during nights, weekends and/or holidays. The shift may be changed depending on the needs of the service or the facility. Compressed/Flexible:
Not available Telework:
Not available Virtual:
This is not a virtual position. Position Description/PD#:
Information Technology Specialist/PD17041-A Relocation/Recruitment Incentives:
Not authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/10/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-12 position you must have served 52 weeks at the GS-11 grade level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. Applicants may qualify based on experience as described below:
Specialized
Experience:
Applicants must have one year (52 weeks) of progressively responsible specialized experience in Information Technology equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. The experience would have provided the knowledge of customer service and customer support principles and methods required in the planning and delivery of the full range of customer support services; and a high order of analytical ability combined with a comprehensive technical knowledge of the functions, processes, and principles of management, planning, systems analysis, and automation. Examples of Specialized Experience would typically include, but are not limited to:
Analytical ability combined with a comprehensive technical knowledge of the functions, processes and principles of management, planning, systems analysis and automations; experience with data processing and communication methods, equipment types, systems and applications; comprehensive knowledge of organization resources and methods sufficient to plan and execute studies which formulate and project IT needs. Experience must be IT-related. The experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training, as appropriate. Preferred Certification:
Applicant should have ITIL Foundations (v3 or 2011), CompTIA A+, Network+, and Security
certifications. Please provide a copy of each certification. AND In addition to the specialized experience described above, applicants must have IT-related experience in each of the following four competencies listed below which must be supported by the information contained in your resume and other application materials. Attention to Detail:
Reviews moderately complex data from multiple sources and determine relevant information to a given situation. Drafts, edits, and disseminates written reports and status updates that are factual, timely and relatively error free. Customer Service:
Maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assesses customers' needs and identifies products and/or services to meet their needs. Resolves fairly complex or non-routine problems, questions, or complaints; directs the most complex problems, questions, or complaints to the appropriate person. Oral Communication:
Communicates, explains or defends complex information technology ideas and information clearly and adapts to the audiences level of knowledge. Thoughts are well organized. Listens to others, and recognizes potential miscommunications. Problem-Solving:
Uses logic to identify alternatives to solve complex or sensitive technological problems; anticipates problems and identifies and evaluates potential sources of information and generates alternatives to solve problems where precedents do not exist. You will be rated on the following Competencies for this position:
Attention to DetailCustomer ServiceOperations SupportProblem Solving 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary, but may involve intermediate periods of walking, bending, stooping, lifting, carrying, moving (up to 50 pounds) computer components and supplies, reaching, pulling, and working at a keyboard and monitor.Employee may be subjected to stressful situations, since the computer systems frequently require immediate response to problems. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
2210 Information Technology Management - Salary Range:
$79,414 to $103,242 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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