Interior, US Fish and Wildlife Service IT Specialist (CUSTSPT) in Hadley, Massachusetts
Summary This position is a IT Specialist (CUSTSPT), GS- 2210-7/9 working in working for the Associate Chief Information Office, Information Resources & Technology Management, Operations - Customer Support Branch in Hadley, MA. This position is also open to status candidates under announcement R10-23-11813979-JMJ-MP. You must apply to each announcement separately if you wish to be considered under both recruitment methods. Responsibilities As a IT Specialist (CUSTSPT) your duties will include but are not limited to the following: Performs routine and recurring assignments in the delivery of customer support services, completing assignments independently or in support of higher graded specialists. Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. Participates in internal staff meetings, sharing information obtained through research of tracking/ticketing systems, presenting alternatives and recommendations for improving customer service delivery, and assisting higher graded specialists in preparing for such meetings or data calls. Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Requirements Conditions of Employment Qualifications Only experience and education obtained by 01/31/2023 will be considered. In order to qualify for this position, you must possess both the Basic Requirement and Minimum Qualification. BASIC REQUIREMENTS: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled 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 EDUCATION: For GS-07: One full year of graduate level education 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 Superior Academic Achievement: Successful completion of a 4-year course of study leading to a bachelor's degree in a field of study that demonstrates the competencies required by this position with either (1) a grade point average (GPA) of 3.0 based on a 4.0 scale; (2) a 3.5 GPA based on a 4.0 scale for all required courses completed in a qualifying major field of study at either the time of application or during the last two years of your undergraduate curriculum; (3) class standing of upper third of the graduating class in the college, university, or a major subdivision of the college; or, (4) membership in a National Scholastic Honor Society certified by the Association of College Honor Societies, excluding freshman honor societies. For GS-09: Master's degree or equivalent graduate degree OR two full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate 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 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. 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. AND Specialized Experience for the GS-07: One year of specialized experience comparable in scope and responsibility equivalent to grade GS-05 in the Federal service. Experience may include: Applying, IT and IT customer support principles, methods, and practices; IT security methods and procedures; and performance monitoring principles and methods sufficient to perform very routine and recurring assignments in the delivery of customer support services, such as diagnosing and resolving customer problems and incidents and updating tracking/ticketing systems, and to assist more experienced specialists in resolving more complex problems; installing, configuring, testing software and upgrading work stations. Specialized Experience for the GS-09: One year of specialized experience equivalent to at least the GS-07 grade level in the Federal service. Specialized experience may include: Experience diagnosing and resolving routine and recurring 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; experience researching, evaluating, and providing feedback on incident and request trends and patterns in customer support requirements; experience installing, configuring, troubleshooting, and maintaining customer hardware and software; providing routine advice and guidance to customers requesting information on established policy or procedures; and experience ensuring application of information security/information assurance policies, principles, and practices in the delivery of customer support services. 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 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 Additional Information 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 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 All qualified candidates will be assigned to a quality category. The category assignment is a measure of the degree in which your background matches the competencies required for this position. The category ratings for this position are: Best Qualified, Well Qualified, and Qualified The category rating process protects the rights of veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).