IT Specialist (CustSpt)

Help Help

Duties

Duties

As an IT Specialist (Customer Support) GS-2210 within the Pacific Island Water Science Center, some of your specific duties will include:

GS-05: Assist with resolving routine, recurring problems:

• Update and maintain computer problem tracking/ticketing systems.
• Deliver a full range of customer support services.
• Install, configure, and test software workstations.
• Install, configure, upgrade, and troubleshoot hardware and software components.
• Presenting formal and informal training and guidance to customers.
  
  

GS-07: Performs routine and recurring assignments in identifying and resolving recurring and routine issues:

• Respond to incident and resolve customer requests.
• Update and maintain tracking/ticketing system used to identify computer issues.
• Installs, configures, and tests software on customer workstations
• Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services.
• Presents formal and informal training, guidance, and assistance to customers.
• Advise and guide customers related to established policy or procedures, including those related to information security.
  
  

Physical Demands: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts, lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.

Work Environment: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment.

Help Help

Requirements

Conditions of Employment

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.
• Selectee must provide a valid state driver's license & safe driving record.
  
  

Are There Any Special Requirements for This Position?

• 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.
  
  

Qualifications

Basic Requirements GS-2210: Applicants must have 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.
  
  

For GS-05: Applicants must meet the following to qualify at the GS-05 level:

• Successful completion of a full 4-year course of study above high school leading to a bachelor's degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.
  
  

For GS-07: Applicants must meet one of the following to qualify for the GS-07 level:

• 1-year of successfully completed graduate level education (18 semester hours, 27 quarter hours or the equivalent) in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.
• Super Academic Achievement based on undergraduate study. (CLICK HERE FOR MORE INFORMATION ON SUPERIOR ACADEMIC ACHIEVEMENT) OR
• 1-year of appropriate specialized experience equivalent to at least the GS-05 level in the Federal service that demonstrates performance of tasks such as: (1) Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language; (2) Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; (3) Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; (4) Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; or (5) Preparing documentation on cost/benefit studies where this involved summarizing the materials and organizing it in a logical fashion. For task examples 1-5, the level of work typically would have involved receiving clear, specific, and detailed instructions as to the methods, procedures, and guidelines to use.
  
  

You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.

Education

• 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 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: https://www.usgs.gov/about/organization/science-support/human-capital/how-foreign-education-evaluated-federal-jobs .
  
  

Additional information

Other Information

• This is a term appointment not to exceed 13-months with possible extensions up to a total of 4 years without further competition. Appointment to this position will not convey permanent status in the Federal Service. Appointment under this direct hire authority may possibly be extended for up to an additional 4-yeras, for a total of 8 years, if the DHA remains in effect. Extensions beyond the 4-years must be requested through the Office of the Chief Information Officer (OCIO). The Chief Human Capital Officer is the approval authority for all extensions beyond the initial 4-year limit.
• The selectee will be entitled to a cost of living allowance of 8.90% in addition to the basic salary.
• Applicants who include vulgar, offensive, or inappropriate language or information in their application package will be ineligible for further consideration for this position.
• Under Executive Order 11935, only United States citizens and nationals (residents of American Samoa and Swains Island) may compete for civil service jobs. Agencies are permitted to hire non-citizens only in very limited circumstances where there are no qualified citizens available for the position.
• USGS employees are subject to Title 43, USC Section 31(a) and may not: (a) have any personal, private, direct or indirect interest in lands or mineral wealth of lands under survey; (b) have any substantial personal, private, direct or indirect interests in any private mining or mineral enterprise doing business with the United States; or (c) execute surveys or examinations for private parties or corporations.
• The application contains information subject to the Privacy Act (P.L. 93-579, 5 USC 552a). The information is used to determine qualifications for employment, and is authorized under Title 5, USC, Section 3302 and 3361.
• DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
• The Department of the Interior (DOI) places a high value on diversity of experience and cultural perspectives and encourages applications from all interested eligible candidates. Diversity, equity, inclusion, and accessibility (DEIA) are fundamental principles that guide the Department and allow us to successfully achieve our mission.
• THE FEDERAL GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER.
  
  

Agency Benefits:

• USGS has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework in accordance with the DOI Telework policy and with supervisor approval. The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis.
• For additional information on our internal telework policy, please reference the Department of the Interior Telework Handbook at: https://www.doi.gov/telework/policies.
• Working for the U.S. Geological Survey offers a comprehensive benefits package that includes paid vacation, sick leave, and holidays; health, life, dental, vision, and long term care insurance, flexible spending accounts, and participation in the Federal Employees Retirement System.
  
  

Read more

• Help Help 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.
  
  

Review our 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.

• Basis of Rating: The DOI-Wide direct hire authority for Information Technology (IT), GS-2210 is being used to fill this position. All applicants who meet the eligibility requirements and minimum qualification requirements will be referred for consideration.