Information Technology Specialist Network Customer Support Job

Job Description (Please follow all instructions carefully)
Department: Department Of Homeland Security Agency: Customs and Border Protection Job Announcement Number: IHC-286761-CDH MP/OCA Job Title: Information Technology Specialist (Network/Customer Support) Salary Range: 30,772.00 - 87,893.00 USD /year Series & Grade: GS-2210-05/12 Promotion Potential: 12 Open Period: Friday, September 25, 2009 to Friday, September 24, 2010 Position Information: Full Time Career/Career Conditional Duty Locations: Many vacancies - Throughout the Nation Who May Be Considered: Status Candidates (Merit Promotion Eligibles) Job Summary: CBP: Securing America's Borders Whether on the frontlines or serving behind the scenes supporting our mission, the men and women of CBP are dedicated to keeping America safe. CBP counts on them. Our Nation counts on them. Can we count on you? CBP Mission Statement: We are the guardians of our nation's borders. We are America's frontline. We safeguard the American homeland at and beyond our borders. We protect the American public against terrorists and the instruments of terror. We steadfastly enforce the laws of the United States while fostering our nation's economic security through lawful international trade and travel. We serve the American public with vigilance, integrity, and professionalism. Discover a challenging and rewarding career in CBP, the sole organization responsible for securing the nation's borders. As part of our carefully selected, highly trained team, you'll leverage state-of-the art technology, innovative strategies and world-wide partnerships to protect our communities and defend our frontier. At U.S. Customs and Border Protection, we: Screen passengers, vehicles, and shipments entering our country Seize illegal narcotics, vehicles, and agricultural products Prevent unauthorized entry into the country Rescue individuals who fall into dangerous conditions traversing our border For more information about CBP's mission, activities, and careers, visit our web site, http://www.cbp.gov/. This is an open continuous announcement which will establish an inventory of applicants interested in a career as a Information Technology Specialist (Network) or Information Technology Specialist (Customer Support) with U.S. Customs and Border Protection, Office of Information Technology. Who May Apply: All Status Candidates that meet the eligibility requirements may apply. There may be occasions where selection consideration is limited to current Customs and Border Protection employees, Department of Homeland Security employees, or Federal employees (those employed outside the Department of Homeland Security) with competitive status and/or based on working/residing within a particular commuting area. Relocation Expenses: Relocation expenses will OR will not be paid. NOTE: In order to view/and or print the entire announcement, scroll to the bottom of this page and click "Print Preview", then "Print". Instructions on How to Apply and the Required Documents to submit can be found in the printed announcement and by clicking the appropriate tab above. Key Requirements: U.S. Citizenship Background Security Investigation Residency Requirement Major Duties: THERE ARE TWO SPECIALITIES ASSOCIATED WITH THIS INFORMATION TECHNOLOGY SPECIALIST POSITION. WHEN APPLYING, YOU WILL BE ABLE TO SELECT THE SPECIALTY THAT YOU ARE INTERESTED IN BEING CONSIDERED. CUSTOMER SUPPORT: You will be responsible for performing work that involves the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training. Specifically, you will diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements; develop and maintain databases of problems and their resolution; install, configure, troubleshoot, and maintain customer hardware and software; develop and manage customer service performance requirements; develop customer support policies, procedures, and standards; provide customer training; provide advice and guidance on a wide range of complex IT issues; and represent the office in interactions with other organizations and private contractors. NETWORK: You will be responsible for performing work that supports the operation, installation, and modification of the local area network (LAN) and/or wide area network (WAN) used to support the office's line and administrative program responsibilities. Specifically, you will plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures; provide advice and guidance on a wide range and variety of complex networking issues; identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks; test and optimize the functionality of systems, networks, and data; conduct analysis of and recommend solutions to problems or issues involving the local area network and/or wide area network; provide technical leadership on group projects; and represent the office in interactions with other organizations or private contractors. At the full performance level of this position, you will also conduct cost-benefit analysis and total cost of ownership and capacity studies; establish routing schema and security practices; develop contingency and recover plans; maintain directory services; manage domain name services; provide intranet, internet, or extranet gateways; upgrade hubs to switches; consolidate regional networks; redesign network infrastructure in response to changes in network technologies or network requirements; evaluate and define infrastructure requirements; and oversee testing and implementation of new network architectures. Applicants are encouraged to apply early in order to maximize their employment opportunities. Applicant selection referral lists will be issued, as needed, for the duration of this announcement. Although this announcement is advertised for multiple duty locations and grade levels, it is not intended to convey any expectation that positions will be filled at all duty locations or grade levels. You must meet the grade level qualification and eligibility requirements at the time of submission of your application. If your qualifications and eligibility change, you will need to update your responses in the questionnaire and/or resume reflecting those changes; otherwise, you will continue to receive consideration under your original application. Your eligibility will last for six months from the submission of your application. If you wish to receive further consideration; you must re-apply and submit a new application, resume and supporting documents if applicable. The salary shown above is the base pay for GS-05 and GS-12. Salaries vary by grade level and are adjusted for the locality. The following link displays the locality pay tables by geographic area. If you do not see your geographic area listed select the last table titled, "Rest of the United States". http://www.opm.gov/oca/06tables/indexGS.asp WHERE WILL POSITIONS BE FILLED UNDER THIS ANNOUNCEMENT? Positions will be filled at multiple locations throughout the United States. To view a list of locations, refer to the "Duties" section of this announcement. You will be asked to identify your location preferences in the on-line application process. You may select no more than five duty locations. Once you accept a job offer you will not receive further consideration under this announcement unless you re-apply. WHO MAY APPLY AND BE CONSIDERED FOR SELECTION? All Status Candidates that meet the eligibility requirements may apply. There may be occasions where selection consideration is limited to current Customs and Border Protection employees, Department of Homeland Security employees, or Federal employees (those employed outside the Department of Homeland Security) with competitive status and/or based on working/residing within a particular commuting area. See "Required Documents" under the "How To Apply" section of this announcement for specific information/instructions. HOW LONG WILL THIS ANNOUNCEMENT BE USED? This announcement may be used for approximately one year beginning Friday, September 25, 2009. You must meet the qualification and eligibility requirements at the time of application. Positions may be filled at the duty locations listed below: Anchorage, AK Ajo, AZ Casa Grande, AZ Douglas, AZ Nogales, AZ Phoenix, AZ San Luis, AZ Tucson, AZ Yuma, AZ Wellton, AZ El Centro, CA Indio, CA Laguna Niguel, CA Long Beach, CA Los Angeles, CA Riverside, CA San Diego, CA San Francisco, CA San Clemente, CA San Ysidro, CA South San Francisco, CA Terminal Island, CA Denver, CO Washington, DC Jacksonville, FL Miami, FL Orlando, FL Pembroke Pines, FL Tampa, FL Atlanta, GA Sandusky, OH West Palm Beach, FL Savannah, GA Honolulu, HI Chicago, IL Rosemont, IL Louisville, KY New Orleans, LA Slidell, LA Bangor, ME Baltimore, MD Detroit, MI Port Huron, MI Selfridge ANGB, MI Woodson Terr, MO Fort Snelling, MN Minneapolis, MN St. Paul, MN Bay St Louis, MS Havre, MT Sweetgrass, MT Grand Forks, ND Pembina, ND Portsmouth, NH Newark, NJ Alamogordo, NM Albuquerque, NM Artesia, NM Deming, NM Buffalo, NY Champlain, NY Jamaica, NY Massena, NY New York, NY New York-Queens, NY Syracuse, NY Wilcox, AZ Middleburg Heights, OH Portland, OR Ceiba, PR Fajardo, PR Ramey, PR San Juan, PR Charleston, SC Nashville, TN Brownsville, TX Corpus Christi, TX Dallas, TX Del Rio, TX Eagle Pass, TX Edinburg, TX El Paso, TX Falfurrias, TX Houston, TX Kingsville, TX Laredo, TX McAllen, TX Alexandria, VA Dulles Airport, VA Herndon, VA Lorton, VA Norfolk, VA Springfield, VA St. Croix, VI Burlington, VT Swanton, VT Bellingham, WA Blaine, WA Seattle, WA Qualifications: SPECIALIZED EXPERIENCE CUSTOMER SUPPORT: This position has openings at the following grade levels: GS-5/7/9/11/12. For the GS-5 level: You must possess three years of progressively responsible experience, one year of which was equivalent to at least the GS-4 grade level, which provided a basic knowledge of data processing functions and general management principles and enabled you to understand the stages required to automate a work process. Examples include working as a computer operator or assistant, computer sales representative, program analyst, or other position that required the use or adaptation of computer programs and systems. For the GS-7 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-5 grade level. Examples include assisting with the installation of personal computers on local area networks; installing software application packages on customer workstations; and serving as an office coordinator for resolving software problems. Such work is highly structured and involves clearly communicating factual and procedural IT information as well as gathering and analyzing basic IT facts and drawing conclusions. For the GS-9 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-7 grade level. Examples include responding to customer IT help requests and resolving problems according to written procedures; maintaining IT manuals, instructions and guidelines; and installing and testing new software upgrades. For the GS-11 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-9 grade level. Examples include reviewing customer IT issues and troubleshooting/resolving problems, referring the most difficult to a senior specialist; recommending changes in standard IT customer support procedures; and exercising judgment in supporting a wide range of IT applications running on a variety of platforms. For the GS-12 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-11 grade level. Examples include resolving the most difficult IT customer support requests (e.g., integration or configuration issues) involving a wide variety of different platforms, operating systems, applications, and desktop configuration; identifying and breaking down IT problems using structured problem resolution approaches; working with network specialists, applications developers, and security specialists to prevent recurring IT problems; and managing the IT problem resolution knowledge database. NETWORK: This position has openings at the following grade level: GS-5/7/9/11/12. For the GS-5 level: You must possess three years of progressively responsible experience, one year of which was equivalent to at least the GS-4 grade level that provided a basic knowledge of data processing functions and general management principles and enabled you to understand the stages required to automate a work process. Examples include working as a computer operator or assistant, computer sales representative, program analyst, or other position that required the use or adaptation of computer programs and systems. For the GS-7 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-5 grade level. Examples include assisting with the installation of personal computers on local area networks, installing software application packages on personal computers, and serving as an office coordinator for resolving software problems. Such work is highly structured and involves clearly communicating factual and procedural IT information as well as gathering and analyzing basic IT facts and drawing conclusions. For the GS-9 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-7 grade level. Examples include monitoring network performance through use of established online network monitoring tools; installing and testing new network software including upgrades, fixes, and patches; and monitoring and alerting network administrators regarding deterioration in performance and taking action, as directed, to restore network functionality. For the GS-11 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-9 grade level. Examples include monitoring the ongoing operation of local and wide area networks to ensure proper operation and optimal performance; troubleshooting network problems and contacting application developers or systems engineers to assist in resolving equipment, application or infrastructure problems; and performing routine installation, testing, maintenance and upgrading of network operating system software. For the GS-12 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-11 grade level. Examples include coordinating the installation, troubleshooting, and fine tuning a LAN/WAN consisting of hardware, software, telecommunications, and networking components; developing plans and designs for network modifications and enhancements; ensuring the confidentiality, integrity, and availability of systems and data accessible on the LAN/WAN; reviewing proposed applications for compatibility and interoperability; analyzing LAN/WAN utilization statistics, performance measures, and system profiles to ensure network robustness; identifying potential performance or capacity problems and planning for changes to avert problems; and analyzing system malfunctions and implementing necessary corrective actions. Candidates who meet the minimum qualification requirements are required to possess certain Knowledge, Skills, Abilities, or Other Characteristics (KSAOs) to successfully perform the functions of this position. Candidates will be asked to demonstrate their attainment of these KSAOs in an online job questionnaire. Some of the KSAOs are: Knowledge of network design. Experience with an organization-wide LAN/WAN. Experience providing IT customer support Experience with systems analysis, design, and programming Ability to analyze facts, defined problems, and identified solutions. SUBSTITUTION OF EDUCATION FOR EXPERIENCE: For the GS-05 level: Completion of a Bachelor's degree or full 4-year course of study in any field leading to a Bachelor's degree. For the GS-07 level: Superior Academic Achievement is required. To qualify for Superior Academic Achievement, you must have completed the requirements for a bachelor’s degree from an accredited college or university with a grade point average of 3.0 or higher on a 4.0 scale, class standing in the upper third of a graduating class or major subdivision, or membership in a national scholastic honor society. Refer to the Bureau of Customs and Border Protection web site for additional information. For the GS-09 level: A master's degree or 2 full years of graduate education in a qualifying field or a J.D. or L.L.B. degree for the experience required at the GS-9 grade level. This education must have been obtained from an accredited college or university with a major in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field that demonstrates the skills necessary to do the work of the position. For the GS-11 level: A doctoral degree or three full years of progressively higher-level graduate education leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field. This education must have been obtained from an accredited college or university and demonstrate the skills necessary to do the work of the position. For the GS-12 level: There is no substitution of education for experience at this grade level. WHEN COMBINING EDUCATION & EXPERIENCE TO MEET QUALIFICATIONS: Appropriate combinations of successfully completed post-high school education and experience also may be used to meet the total qualification requirements for the GS- 5, 7, 9, and 11 grade levels. If you do not qualify based on education or experience alone, you can combine your education and experience by converting each to a percentage and then adding the percentages. (If your education is currently described in quarter hours, convert the quarter hours into semester hours by multiplying the quarter hours by the fraction 2/3). To calculate your percentage of qualifying experience, divide your total number of months of qualifying experience by 12. Now add your percentages of education and experience. The two percentages must total at least 100% for you to qualify under the combination of education and experience. For the GS-9 level and above, only graduate education in excess of the first 36 semester hours may be used in this calculation. IF YOU ARE USING EDUCATION TO QUALIFY FOR THIS POSITION, TRANSCRIPTS ARE REQUIRED. FAILURE TO PROVIDE TRANSCRIPTS WILL RESULT IN LOSS OF CONSIDERATION FOR THIS POSITION. U.S. Citizenship: Candidates must be United States citizens and present proof of citizenship, if selected. Residency: If you are not currently a CBP employee, you must meet one or more of the following primary residence criteria for the last three years prior to submitting your application for employment: a) Resided in the United States or its protectorate or territories (excluding short trips abroad, such as vacations); b) Worked for the United States government as an employee overseas in a federal or military capacity; or c) Been a dependent of a U.S. federal or military employee serving overseas. Exceptions may be granted to applicants if they can provide complete state-side coverage information required to make a suitability/security determination. Examples of state-side coverage information include: the state-side address of the company headquarters where the applicant's personnel file is located, the state-side address of the Professor in charge of the applicant's "Study Abroad" program, the church records for the applicant's overseas church missions, and/or the state-side addresses of anyone who worked or studied with the applicant while overseas. Applicants must provide this information when filing their application for employment. Time in Grade: Time in grade requirements must be met by the closing date of this announcement. Applicants must have at least 52 weeks of service equivalent to the next lower grade level in the normal line of progression for the position to be filled. Qualifications by Application Date: You must meet all qualification requirements at the time of submission of your application. Please note that qualification claims will be subject to verification through a review of your work experience and/or education as provided in your resume, transcripts (as applicable), and narrative responses to assessment questions. Background Security Investigation: You will need to successfully complete a background investigation before you can be appointed into this position. How You Will Be Evaluated: To determine if you are qualified for this job, your resume and supporting documents will be reviewed and compared against your responses to the occupational questionnaire. The numeric rating you receive is based on your responses to the questionnaire and will be between 70 and 100. The score is a measure of the degree to which your background matches the knowledge, skills and abilities required of this position. If, after reviewing your resume and/or support documentation, a determination is made that you have inflated your qualifications and/or experience, your score can and will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your rating. Candidates will be referred for selection in accordance with the terms of the Tri-Bureau Merit Promotion Plan. Benefits: The Federal government offers a number of exceptional benefits to its employees. These benefits include, but are not limited to: health care, life insurance, flexible spending and dependent care accounts, annual and sick leave, long-term care insurance, retirement savings plans, and transit subsidies. Other benefits are offered on a case-by-case basis and include, but are not limited to: student loan repayment and annual leave enhancement. For more information about these benefits, please visit http://www.usajobs.opm.gov/ei61.asp. Other Information: Direct Deposit: All agency employees are required to participate in Direct Deposit/Electronic Funds Transfer for salary payments. E-Verify: CBP uses E-Verify to validate all newly hired applicants' ability to work legally in the United States. For more information on E-Verify, please follow this link: http://www.uscis.gov/files/nativedocuments/e-ver-employee-rights.pdf. Privacy Act - Privacy Act Notice (PL 93-579): The information requested here is used to determine qualifications for employment and is authorized under Title 5 U.S.C. 3302 and 3361. Probationary Period: You may be required to serve a probationary period of 1 year. Promotion Potential: When promotion potential is shown, the agency is not making a commitment and is not obligated to provide future promotions to you if you are selected. Future promotions will be dependent on your ability to perform the duties at a higher level, and administrative approval. Selective Service - If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. Signature - Before you are hired, you will be required to sign and certify the accuracy of the information in your application. Important! All the information you provide may be verified by a review of the work experience and/or education as shown on your application forms, by checking references and through other means, such as the interview process. Any exaggeration of your experience, false statements, or attempts to conceal information may be grounds for not hiring you, or for firing you after you begin work. Equal Employment Opportunity: The agency is an Equal Opportunity Employer. All candidates will be considered regardless of their race, color, religion, sex, national origin, age, sexual orientation, protected genetic information, status as a parent, lawful political affiliation, marital status, physical/mental disability (if not a job factor), membership or non-membership in an employee organization, or any other nonmerit factor. Applicants requiring reasonable accommodations for any part of the application and hiring process should contact the Human Resources Office Representative listed on this announcement. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. How To Apply: You are required to complete the assessment questionnaire and upload your documentation into Application Manager. Initially, Application Manager requires you to create an account. Once your account is created, Application Manager provides a site where you can track the status of jobs you have applied to at U.S. Customs and Border Protection; access uploaded documentation; view/print copies of notification letters; and print a copy of your questionnaire. The navigation box will appear on the left side of the screen when you are working on an Application Package. The items listed in the navigation box are pages you need to visit and represent steps you need to complete, in order for your Application Package to reach the status of COMPLETE. You can "Save" an incomplete application and return to finish the process at a later date provided the announcement has not closed. You must submit your application package (your assessment questionnaire and documentation) before the closing date posted on the vacancy announcement. If you have documents in your Application Manager account from a previous vacancy announcement they can be opened, copied and saved then reused as an upload file for this vacancy. Uploading your documents will speed the processing of your application for this announcement. Note: If you start a questionnaire please complete it in its entirety before "Submitting." An incomplete questionnaire will affect your rating or may result in your application being rated ineligible. You may complete the assessment questionnaire more than once, but your rating will be based on the most recent submission. Instructional guidance listed below: To Start A New Assessment Questionnaire: Click the Apply Online button. Create an account and complete the Assessment Questionnaire. If you already have an account, log in with your User ID and Password to complete the Assessment Questionnaire. To Save An Incomplete Assessment Questionnaire: Scroll to the top or bottom of the page and Click the "Save" button. When the page refreshes, click the "Logout" button. To Return To A Saved/Incomplete Assessment Questionnaire: Click this link to Return To Application Manager: https://applicationmanager.gov/Login.aspx?ReturnUrl=%2fhome.aspx Log into your account and locate the vacancy on the "My Application Packages" page. Click on the six digit Vacancy ID number of the application that you want to complete. The page will refresh and display your Application Package Status. Select the "Complete Application Package" button, which will take you to the assessment questionnaire. As you complete each page of the questionnaire click the "Next" button. Once you have completed the assessment questionnaire the "Upload Documents" page will display. Follow the procedures outlined on the upload documents page. You will receive an "Upload Successful" acknowledgement each time you attach a document file. Once you have uploaded all of your documentation and the file is displayed in the table, select the "Next" button. Click the "Submit My Answers" button to complete the application package. You will receive a confirmation that your submission was successful. You have the option to view or print a copy of your assessment questionnaire and responses by clicking the View/Print My Answers link. If the confirmation is not received, you should go back in and click "Submit My Answers" to ensure your application package is received in its entirety. To Fax a Resume or Supporting Documents: If you upload your documents using Application Manager, DO NOT FAX the same documents. To verify uploaded documents have been processed, please wait one hour to ensure they have cleared the virus scan. You can verify that your uploaded documents are attached to your application by checking the Details tab of your Application Manager account https://applicationmanager.gov for this vacancy announcement. Your documents will display under the Details tab in the Document area. Faxed documents will take 2-3 business days to process. To fax documents, you MUST use the special cover page. Print the pre-populated cover page on the upload documents screen of Application Manager. Or, you may click this link http://staffing.opm.gov/pdf/usascover.pdf to print a copy of the cover page. When faxing documents, follow the procedures outlined below. Include the 8-character Vacancy Identification Number: IA286761. Provide your Social Security Number and full name in the spaces provided or we will not be able to associate your document(s) with the rest of your application. You may submit multiple documents for the same vacancy announcement using one cover page. Fax your cover page and documents to 1-478-757-3144. Faxed documents submitted with missing information will not be processed. The following will prevent your documents from being processed: Not using the special cover page mentioned above. Missing, incomplete, or invalid Vacancy Identification Number. Missing or incomplete Social Security Number or name. Required Documents: Resume: Your resume, curriculum vitae, Optional Application for Federal Employment (OF 612), or any other written format you choose to describe your job-related qualifications must be in English. It must contain sufficient information which shows the skills and abilities you possess which qualify you for this position. This includes the Minimum Qualification requirements and any Selective Placement Factor (as applicable). Dates must be listed with both Month and Year for qualifying purposes. In addition, your resume must contain the basic information outlined in the Optional Application for Federal Employment (OF 612). This form can be found at: http://www.opm.gov/forms/pdf_fill/of612.pdf. SF-50: With the exception of current CBP employees, ALL CURRENT AND FORMER FEDERAL EMPLOYEES MUST submit a copy of their SF-50, Notification of Personnel Action in order verify you are a status candidate. Your SF-50 should show your type of appointment (block 34), tenure (block 24), highest grade level held on a permanent basis and the full performance level of that position. Failure to submit an SF-50 will result in loss of consideration. You may submit more than one SF-50 if necessary. Transcripts: Transcripts are required if you are basing your qualifications on education or if they are required to meet basic qualifications. Education must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education. Education obtained from a foreign university or college is not creditable for qualifications requirements unless it has been evaluated. For graduates of foreign universities, the applicant must submit an evaluation for all course work from an organization recognized as specializing in interpretation of education credentials. For a listing of accredited agencies for foreign education, please see http://www.naces.org/members.htm. For a listing of accredited schools in the United States, please see http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-accreditation.html Proof of Eligibility is required for the following Hiring Authorities: Office of Personnel Management Interchange Agreement Individuals requesting consideration must submit a Notice of Personnel Action, SF-50 with their current or former qualifying agency to be considered under this authority. Veterans' Appointment Authorities Veterans Recruitment Appointment (VRA) Authority Veterans Employment Opportunities Act (VEOA) of 1998 Veterans applying under VRA and VEOA must submit a DD-214 (Member Copy 4) at the time of application. If a DD-214 (Member Copy 4) is not available, other documentation listing the beginning and ending dates date of active service and the type of discharge must be submitted to verify eligibility. If you are still on active duty, the date you are separating and the campaign medals you have received is qualifying. Those using a compensable service-connected disability should submit a copy of their letter from the Department of Veterans Affairs as proof of their eligibility as a preference eligible. NOTE: Veterans preference is not applicable to Merit Promotion announcements. Veterans documentation is requested only to verify eligibility to this announcement open to status candidates, not to award preference. Current federal employees are not eligible for VEOA appointments. For more information on VRA and VEOA, consult the Vet Guide at: http://www.opm.gov/employ/veterans/html/vetguide.asp Non-Competitive Appointments Those who are eligible for a non-competitive appointment in the Federal government should indicate the type of special appointment you are seeking, if any, documentation supporting your eligibility and all other required documents for this announcement. Proof of Eligibility is required for Priority Selection Rights: Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistant Program (ICTAP) Individuals who have special priority selection rights under the Agency and Interagency Career Transition Assistance Programs must be well qualified for the position to receive consideration for special priority selection. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85 or above on the rating criteria for this position. Eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) or equivalent that documents separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456. Contact Information: Customer Response Phone: (317)715-3000 Email: CustomerResponse@cbp.dhs.gov Or write: Indianapolis Hiring Center 6650 Telecom Drive Suite 100 Indianapolis, IN 46278 What To Expect Next: Your application and all supporting documentation must be received within 24 hours of applying. Note that you will be allowed to apply more than once but the last application is the only one that will be used. Applications and supporting documentation WILL NOT be accepted by mail or e-mail. The address below is for inquiries only. If you are unable to apply on-line, contact the Human Resources Office listed on this announcement at least one day prior to the closing date for further instructions. It is the applicant's responsibility to verify that information entered, uploaded, or faxed (i.e., resume, veteran's documentation, assessment questions and answers, and SF 50's) is received and is accurate. Human Resources WILL NOT modify or change any answers submitted by an applicant. If a document is not in a legible format, an applicant will not be able to view it and must again upload or fax the documentation by the closing date of the announcement. An applicant can verify that the information has been received by following the instructions below. 1) Click this link to Return to Application Manager: https://applicationmanager.gov/Login.aspx?ReturnUrl=/home.aspx 2) Log into your account and locate the vacancy on the "My Application Packages" page. 3) Click on the six digit Vacancy ID number you want to view. The page will refresh and display your Application Package Status. 4) Click on the details list and click on View by the document you want to see. If prompted choose OPEN. You may have to choose a program with which to view the document, choose Adobe 6.0. Notification Process: Once the online application package is received you will an electronic notification acknowledging receipt of your application. The second notification will state if you were qualified or not qualified for the position. The third notification would inform you if you were referred to the selecting official for consideration. The final notification will inform you of the final disposition, if the position was filled, another applicant was selected, etc. EEO Policy Statement: http://www.usajobs.gov/eeo Reasonable Accommodation Policy Statement: http://www.usajobs.gov/raps Veterans Information: http://www.usajobs.gov/vi Legal and Regulatory Guidance: http://www.usajobs.gov/lrg USAJOBS Control Number: 1687067 Control Number: 83555770

Job Description (Please follow all instructions carefully)

Department:
Department Of Homeland Security
Agency:
Customs and Border Protection
Job Announcement Number:
IHC-286761-CDH MP/OCA
Job Title:
Information Technology Specialist (Network/Customer Support)
Salary Range:
30,772.00 - 87,893.00 USD /year
Series & Grade:
GS-2210-05/12
Promotion Potential:
12
Open Period:
Friday, September 25, 2009 to Friday, September 24, 2010
Position Information:
Full Time Career/Career Conditional
Duty Locations:
Many vacancies - Throughout the Nation
Who May Be Considered:
Status Candidates (Merit Promotion Eligibles)
Job Summary:

CBP: Securing America's Borders

Whether on the frontlines or serving behind the scenes supporting our mission, the men and women of CBP are dedicated to keeping America safe. CBP counts on them. Our Nation counts on them. Can we count on you?

CBP Mission Statement: We are the guardians of our nation's borders. We are America's frontline. We safeguard the American homeland at and beyond our borders. We protect the American public against terrorists and the instruments of terror. We steadfastly enforce the laws of the United States while fostering our nation's economic security through lawful international trade and travel. We serve the American public with vigilance, integrity, and professionalism.

Discover a challenging and rewarding career in CBP, the sole organization responsible for securing the nation's borders. As part of our carefully selected, highly trained team, you'll leverage state-of-the art technology, innovative strategies and world-wide partnerships to protect our communities and defend our frontier.

At U.S. Customs and Border Protection, we:

Screen passengers, vehicles, and shipments entering our country
Seize illegal narcotics, vehicles, and agricultural products
Prevent unauthorized entry into the country
Rescue individuals who fall into dangerous conditions traversing our border

For more information about CBP's mission, activities, and careers, visit our web site, http://www.cbp.gov/.

This is an open continuous announcement which will establish an inventory of applicants interested in a career as a Information Technology Specialist (Network) or Information Technology Specialist (Customer Support) with U.S. Customs and Border Protection, Office of Information Technology.

Who May Apply: All Status Candidates that meet the eligibility requirements may apply. There may be occasions where selection consideration is limited to current Customs and Border Protection employees, Department of Homeland Security employees, or Federal employees (those employed outside the Department of Homeland Security) with competitive status and/or based on working/residing within a particular commuting area.

Relocation Expenses: Relocation expenses will OR will not be paid.

NOTE: In order to view/and or print the entire announcement, scroll to the bottom of this page and click "Print Preview", then "Print". Instructions on How to Apply and the Required Documents to submit can be found in the printed announcement and by clicking the appropriate tab above.

Key Requirements:

U.S. Citizenship
Background Security Investigation
Residency Requirement

Major Duties:

THERE ARE TWO SPECIALITIES ASSOCIATED WITH THIS INFORMATION TECHNOLOGY SPECIALIST POSITION. WHEN APPLYING, YOU WILL BE ABLE TO SELECT THE SPECIALTY THAT YOU ARE INTERESTED IN BEING CONSIDERED.

CUSTOMER SUPPORT:

You will be responsible for performing work that involves the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training. Specifically, you will diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements; develop and maintain databases of problems and their resolution; install, configure, troubleshoot, and maintain customer hardware and software; develop and manage customer service performance requirements; develop customer support policies, procedures, and standards; provide customer training; provide advice and guidance on a wide range of complex IT issues; and represent the office in interactions with other organizations and private contractors.

NETWORK:

You will be responsible for performing work that supports the operation, installation, and modification of the local area network (LAN) and/or wide area network (WAN) used to support the office's line and administrative program responsibilities. Specifically, you will plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures; provide advice and guidance on a wide range and variety of complex networking issues; identify and define business or technical requirements applied to the design, development, implementation, management, and support of systems and networks; test and optimize the functionality of systems, networks, and data; conduct analysis of and recommend solutions to problems or issues involving the local area network and/or wide area network; provide technical leadership on group projects; and represent the office in interactions with other organizations or private contractors.

At the full performance level of this position, you will also conduct cost-benefit analysis and total cost of ownership and capacity studies; establish routing schema and security practices; develop contingency and recover plans; maintain directory services; manage domain name services; provide intranet, internet, or extranet gateways; upgrade hubs to switches; consolidate regional networks; redesign network infrastructure in response to changes in network technologies or network requirements; evaluate and define infrastructure requirements; and oversee testing and implementation of new network architectures.

Applicants are encouraged to apply early in order to maximize their employment opportunities. Applicant selection referral lists will be issued, as needed, for the duration of this announcement. Although this announcement is advertised for multiple duty locations and grade levels, it is not intended to convey any expectation that positions will be filled at all duty locations or grade levels.

You must meet the grade level qualification and eligibility requirements at the time of submission of your application. If your qualifications and eligibility change, you will need to update your responses in the questionnaire and/or resume reflecting those changes; otherwise, you will continue to receive consideration under your original application. Your eligibility will last for six months from the submission of your application. If you wish to receive further consideration; you must re-apply and submit a new application, resume and supporting documents if applicable.
The salary shown above is the base pay for GS-05 and GS-12. Salaries vary by grade level and are adjusted for the locality. The following link displays the locality pay tables by geographic area. If you do not see your geographic area listed select the last table titled, "Rest of the United States". http://www.opm.gov/oca/06tables/indexGS.asp

WHERE WILL POSITIONS BE FILLED UNDER THIS ANNOUNCEMENT?
Positions will be filled at multiple locations throughout the United States. To view a list of locations, refer to the "Duties" section of this announcement. You will be asked to identify your location preferences in the on-line application process. You may select no more than five duty locations. Once you accept a job offer you will not receive further consideration under this announcement unless you re-apply.

WHO MAY APPLY AND BE CONSIDERED FOR SELECTION? All Status Candidates that meet the eligibility requirements may apply. There may be occasions where selection consideration is limited to current Customs and Border Protection employees, Department of Homeland Security employees, or Federal employees (those employed outside the Department of Homeland Security) with competitive status and/or based on working/residing within a particular commuting area.

See "Required Documents" under the "How To Apply" section of this announcement for specific information/instructions.

HOW LONG WILL THIS ANNOUNCEMENT BE USED? This announcement may be used for approximately one year beginning Friday, September 25, 2009. You must meet the qualification and eligibility requirements at the time of application.

Positions may be filled at the duty locations listed below:

Anchorage, AK

Ajo, AZ

Casa Grande, AZ

Douglas, AZ

Nogales, AZ

Phoenix, AZ

San Luis, AZ

Tucson, AZ

Yuma, AZ

Wellton, AZ

El Centro, CA

Indio, CA

Laguna Niguel, CA

Long Beach, CA

Los Angeles, CA

Riverside, CA

San Diego, CA

San Francisco, CA

San Clemente, CA

San Ysidro, CA

South San Francisco, CA

Terminal Island, CA

Denver, CO

Washington, DC

Jacksonville, FL

Miami, FL

Orlando, FL

Pembroke Pines, FL

Tampa, FL

Atlanta, GA

Sandusky, OH

West Palm Beach, FL

Savannah, GA

Honolulu, HI

Chicago, IL

Rosemont, IL

Louisville, KY

New Orleans, LA

Slidell, LA

Bangor, ME

Baltimore, MD

Detroit, MI

Port Huron, MI

Selfridge ANGB, MI

Woodson Terr, MO

Fort Snelling, MN

Minneapolis, MN

St. Paul, MN

Bay St Louis, MS

Havre, MT

Sweetgrass, MT

Grand Forks, ND

Pembina, ND

Portsmouth, NH

Newark, NJ

Alamogordo, NM

Albuquerque, NM

Artesia, NM

Deming, NM

Buffalo, NY

Champlain, NY

Jamaica, NY

Massena, NY

New York, NY

New York-Queens, NY

Syracuse, NY

Wilcox, AZ

Middleburg Heights, OH

Portland, OR

Ceiba, PR

Fajardo, PR

Ramey, PR

San Juan, PR

Charleston, SC

Nashville, TN

Brownsville, TX

Corpus Christi, TX

Dallas, TX
Del Rio, TX

Eagle Pass, TX

Edinburg, TX

El Paso, TX

Falfurrias, TX

Houston, TX

Kingsville, TX

Laredo, TX

McAllen, TX

Alexandria, VA

Dulles Airport, VA

Herndon, VA

Lorton, VA

Norfolk, VA

Springfield, VA

St. Croix, VI

Burlington, VT

Swanton, VT

Bellingham, WA

Blaine, WA

Seattle, WA

Qualifications:

SPECIALIZED EXPERIENCE

CUSTOMER SUPPORT:

This position has openings at the following grade levels: GS-5/7/9/11/12.

For the GS-5 level: You must possess three years of progressively responsible experience, one year of which was equivalent to at least the GS-4 grade level, which provided a basic knowledge of data processing functions and general management principles and enabled you to understand the stages required to automate a work process. Examples include working as a computer operator or assistant, computer sales representative, program analyst, or other position that required the use or adaptation of computer programs and systems.

For the GS-7 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-5 grade level. Examples include assisting with the installation of personal computers on local area networks; installing software application packages on customer workstations; and serving as an office coordinator for resolving software problems. Such work is highly structured and involves clearly communicating factual and procedural IT information as well as gathering and analyzing basic IT facts and drawing conclusions.

For the GS-9 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-7 grade level. Examples include responding to customer IT help requests and resolving problems according to written procedures; maintaining IT manuals, instructions and guidelines; and installing and testing new software upgrades.

For the GS-11 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-9 grade level. Examples include reviewing customer IT issues and troubleshooting/resolving problems, referring the most difficult to a senior specialist; recommending changes in standard IT customer support procedures; and exercising judgment in supporting a wide range of IT applications running on a variety of platforms.

For the GS-12 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-11 grade level. Examples include resolving the most difficult IT customer support requests (e.g., integration or configuration issues) involving a wide variety of different platforms, operating systems, applications, and desktop configuration; identifying and breaking down IT problems using structured problem resolution approaches; working with network specialists, applications developers, and security specialists to prevent recurring IT problems; and managing the IT problem resolution knowledge database.

NETWORK:

This position has openings at the following grade level: GS-5/7/9/11/12.

For the GS-5 level: You must possess three years of progressively responsible experience, one year of which was equivalent to at least the GS-4 grade level that provided a basic knowledge of data processing functions and general management principles and enabled you to understand the stages required to automate a work process. Examples include working as a computer operator or assistant, computer sales representative, program analyst, or other position that required the use or adaptation of computer programs and systems.

For the GS-7 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-5 grade level. Examples include assisting with the installation of personal computers on local area networks, installing software application packages on personal computers, and serving as an office coordinator for resolving software problems. Such work is highly structured and involves clearly communicating factual and procedural IT information as well as gathering and analyzing basic IT facts and drawing conclusions.

For the GS-9 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-7 grade level. Examples include monitoring network performance through use of established online network monitoring tools; installing and testing new network software including upgrades, fixes, and patches; and monitoring and alerting network administrators regarding deterioration in performance and taking action, as directed, to restore network functionality.

For the GS-11 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-9 grade level. Examples include monitoring the ongoing operation of local and wide area networks to ensure proper operation and optimal performance; troubleshooting network problems and contacting application developers or systems engineers to assist in resolving equipment, application or infrastructure problems; and performing routine installation, testing, maintenance and upgrading of network operating system software.

For the GS-12 level: You must possess one year of specialized experience that equipped you with the skills needed to perform the job duties. This experience must have been equivalent to at least the GS-11 grade level. Examples include coordinating the installation, troubleshooting, and fine tuning a LAN/WAN consisting of hardware, software, telecommunications, and networking components; developing plans and designs for network modifications and enhancements; ensuring the confidentiality, integrity, and availability of systems and data accessible on the LAN/WAN; reviewing proposed applications for compatibility and interoperability; analyzing LAN/WAN utilization statistics, performance measures, and system profiles to ensure network robustness; identifying potential performance or capacity problems and planning for changes to avert problems; and analyzing system malfunctions and implementing necessary corrective actions.

Candidates who meet the minimum qualification requirements are required to possess certain Knowledge, Skills, Abilities, or Other Characteristics (KSAOs) to successfully perform the functions of this position. Candidates will be asked to demonstrate their attainment of these KSAOs in an online job questionnaire. Some of the KSAOs are:

Knowledge of network design.
Experience with an organization-wide LAN/WAN.
Experience providing IT customer support
Experience with systems analysis, design, and programming
Ability to analyze facts, defined problems, and identified solutions.

SUBSTITUTION OF EDUCATION FOR EXPERIENCE:

For the GS-05 level: Completion of a Bachelor's degree or full 4-year course of study in any field leading to a Bachelor's degree.

For the GS-07 level: Superior Academic Achievement is required. To qualify for Superior Academic Achievement, you must have completed the requirements for a bachelor’s degree from an accredited college or university with a grade point average of 3.0 or higher on a 4.0 scale, class standing in the upper third of a graduating class or major subdivision, or membership in a national scholastic honor society. Refer to the Bureau of Customs and Border Protection web site for additional information.

For the GS-09 level: A master's degree or 2 full years of graduate education in a qualifying field or a J.D. or L.L.B. degree for the experience required at the GS-9 grade level. This education must have been obtained from an accredited college or university with a major in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field that demonstrates the skills necessary to do the work of the position.

For the GS-11 level: A doctoral degree or three full years of progressively higher-level graduate education leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a related field. This education must have been obtained from an accredited college or university and demonstrate the skills necessary to do the work of the position.

For the GS-12 level: There is no substitution of education for experience at this grade level.

WHEN COMBINING EDUCATION & EXPERIENCE TO MEET QUALIFICATIONS: Appropriate combinations of successfully completed post-high school education and experience also may be used to meet the total qualification requirements for the GS- 5, 7, 9, and 11 grade levels. If you do not qualify based on education or experience alone, you can combine your education and experience by converting each to a percentage and then adding the percentages. (If your education is currently described in quarter hours, convert the quarter hours into semester hours by multiplying the quarter hours by the fraction 2/3). To calculate your percentage of qualifying experience, divide your total number of months of qualifying experience by 12. Now add your percentages of education and experience. The two percentages must total at least 100% for you to qualify under the combination of education and experience. For the GS-9 level and above, only graduate education in excess of the first 36 semester hours may be used in this calculation.

IF YOU ARE USING EDUCATION TO QUALIFY FOR THIS POSITION, TRANSCRIPTS ARE REQUIRED. FAILURE TO PROVIDE TRANSCRIPTS WILL RESULT IN LOSS OF CONSIDERATION FOR THIS POSITION.

U.S. Citizenship: Candidates must be United States citizens and present proof of citizenship, if selected.

Residency: If you are not currently a CBP employee, you must meet one or more of the following primary residence criteria for the last three years prior to submitting your application for employment:

a) Resided in the United States or its protectorate or territories (excluding short trips abroad, such as vacations);

b) Worked for the United States government as an employee overseas in a federal or military capacity; or

c) Been a dependent of a U.S. federal or military employee serving overseas.

Exceptions may be granted to applicants if they can provide complete state-side coverage information required to make a suitability/security determination. Examples of state-side coverage information include: the state-side address of the company headquarters where the applicant's personnel file is located, the state-side address of the Professor in charge of the applicant's "Study Abroad" program, the church records for the applicant's overseas church missions, and/or the state-side addresses of anyone who worked or studied with the applicant while overseas. Applicants must provide this information when filing their application for employment.

Time in Grade: Time in grade requirements must be met by the closing date of this announcement. Applicants must have at least 52 weeks of service equivalent to the next lower grade level in the normal line of progression for the position to be filled.

Qualifications by Application Date: You must meet all qualification requirements at the time of submission of your application. Please note that qualification claims will be subject to verification through a review of your work experience and/or education as provided in your resume, transcripts (as applicable), and narrative responses to assessment questions.

Background Security Investigation: You will need to successfully complete a background investigation before you can be appointed into this position.

How You Will Be Evaluated:

To determine if you are qualified for this job, your resume and supporting documents will be reviewed and compared against your responses to the occupational questionnaire. The numeric rating you receive is based on your responses to the questionnaire and will be between 70 and 100. The score is a measure of the degree to which your background matches the knowledge, skills and abilities required of this position. If, after reviewing your resume and/or support documentation, a determination is made that you have inflated your qualifications and/or experience, your score can and will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your rating.

Candidates will be referred for selection in accordance with the terms of the Tri-Bureau Merit Promotion Plan.

Benefits:

The Federal government offers a number of exceptional benefits to its employees. These benefits include, but are not limited to: health care, life insurance, flexible spending and dependent care accounts, annual and sick leave, long-term care insurance, retirement savings plans, and transit subsidies. Other benefits are offered on a case-by-case basis and include, but are not limited to: student loan repayment and annual leave enhancement. For more information about these benefits, please visit http://www.usajobs.opm.gov/ei61.asp.

Other Information:

Direct Deposit: All agency employees are required to participate in Direct Deposit/Electronic Funds Transfer for salary payments.

E-Verify: CBP uses E-Verify to validate all newly hired applicants' ability to work legally in the United States. For more information on E-Verify, please follow this link: http://www.uscis.gov/files/nativedocuments/e-ver-employee-rights.pdf.

Privacy Act - Privacy Act Notice (PL 93-579): The information requested here is used to determine qualifications for employment and is authorized under Title 5 U.S.C. 3302 and 3361.

Probationary Period: You may be required to serve a probationary period of 1 year.

Promotion Potential: When promotion potential is shown, the agency is not making a commitment and is not obligated to provide future promotions to you if you are selected. Future promotions will be dependent on your ability to perform the duties at a higher level, and administrative approval.

Selective Service - If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law.

Signature - Before you are hired, you will be required to sign and certify the accuracy of the information in your application.

Important! All the information you provide may be verified by a review of the work experience and/or education as shown on your application forms, by checking references and through other means, such as the interview process. Any exaggeration of your experience, false statements, or attempts to conceal information may be grounds for not hiring you, or for firing you after you begin work.
Equal Employment Opportunity: The agency is an Equal Opportunity Employer. All candidates will be considered regardless of their race, color, religion, sex, national origin, age, sexual orientation, protected genetic information, status as a parent, lawful political affiliation, marital status, physical/mental disability (if not a job factor), membership or non-membership in an employee organization, or any other nonmerit factor.
Applicants requiring reasonable accommodations for any part of the application and hiring process should contact the Human Resources Office Representative listed on this announcement. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

How To Apply:

You are required to complete the assessment questionnaire and upload your documentation into Application Manager.

Initially, Application Manager requires you to create an account. Once your account is created, Application Manager provides a site where you can track the status of jobs you have applied to at U.S. Customs and Border Protection; access uploaded documentation; view/print copies of notification letters; and print a copy of your questionnaire.
The navigation box will appear on the left side of the screen when you are working on an Application Package. The items listed in the navigation box are pages you need to visit and represent steps you need to complete, in order for your Application Package to reach the status of COMPLETE.
You can "Save" an incomplete application and return to finish the process at a later date provided the announcement has not closed. You must submit your application package (your assessment questionnaire and documentation) before the closing date posted on the vacancy announcement.

If you have documents in your Application Manager account from a previous vacancy announcement they can be opened, copied and saved then reused as an upload file for this vacancy. Uploading your documents will speed the processing of your application for this announcement.
Note: If you start a questionnaire please complete it in its entirety before "Submitting." An incomplete questionnaire will affect your rating or may result in your application being rated ineligible. You may complete the assessment questionnaire more than once, but your rating will be based on the most recent submission.
Instructional guidance listed below:
To Start A New Assessment Questionnaire:

Click the Apply Online button.
Create an account and complete the Assessment Questionnaire.
If you already have an account, log in with your User ID and Password to complete the Assessment Questionnaire.

To Save An Incomplete Assessment Questionnaire:

Scroll to the top or bottom of the page and Click the "Save" button.
When the page refreshes, click the "Logout" button.

To Return To A Saved/Incomplete Assessment Questionnaire:

Click this link to Return To Application Manager:

https://applicationmanager.gov/Login.aspx?ReturnUrl=%2fhome.aspx

Log into your account and locate the vacancy on the "My Application Packages" page.
Click on the six digit Vacancy ID number of the application that you want to complete. The page will refresh and display your Application Package Status.
Select the "Complete Application Package" button, which will take you to the assessment questionnaire. As you complete each page of the questionnaire click the "Next" button.
Once you have completed the assessment questionnaire the "Upload Documents" page will display. Follow the procedures outlined on the upload documents page. You will receive an "Upload Successful" acknowledgement each time you attach a document file. Once you have uploaded all of your documentation and the file is displayed in the table, select the "Next" button.
Click the "Submit My Answers" button to complete the application package. You will receive a confirmation that your submission was successful. You have the option to view or print a copy of your assessment questionnaire and responses by clicking the View/Print My Answers link.
If the confirmation is not received, you should go back in and click "Submit My Answers" to ensure your application package is received in its entirety.

To Fax a Resume or Supporting Documents:

If you upload your documents using Application Manager, DO NOT FAX the same documents. To verify uploaded documents have been processed, please wait one hour to ensure they have cleared the virus scan. You can verify that your uploaded documents are attached to your application by checking the Details tab of your Application Manager account https://applicationmanager.gov for this vacancy announcement. Your documents will display under the Details tab in the Document area.

Faxed documents will take 2-3 business days to process. To fax documents, you MUST use the special cover page. Print the pre-populated cover page on the upload documents screen of Application Manager. Or, you may click this link http://staffing.opm.gov/pdf/usascover.pdf to print a copy of the cover page. When faxing documents, follow the procedures outlined below.

Include the 8-character Vacancy Identification Number: IA286761.
Provide your Social Security Number and full name in the spaces provided or we will not be able to associate your document(s) with the rest of your application.
You may submit multiple documents for the same vacancy announcement using one cover page.
Fax your cover page and documents to 1-478-757-3144.

Faxed documents submitted with missing information will not be processed. The following will prevent your documents from being processed:

Not using the special cover page mentioned above.
Missing, incomplete, or invalid Vacancy Identification Number.
Missing or incomplete Social Security Number or name.

Required Documents:

Resume: Your resume, curriculum vitae, Optional Application for Federal Employment (OF 612), or any other written format you choose to describe your job-related qualifications must be in English. It must contain sufficient information which shows the skills and abilities you possess which qualify you for this position. This includes the Minimum Qualification requirements and any Selective Placement Factor (as applicable). Dates must be listed with both Month and Year for qualifying purposes. In addition, your resume must contain the basic information outlined in the Optional Application for Federal Employment (OF 612). This form can be found at: http://www.opm.gov/forms/pdf_fill/of612.pdf.

SF-50: With the exception of current CBP employees, ALL CURRENT AND FORMER FEDERAL EMPLOYEES MUST submit a copy of their SF-50, Notification of Personnel Action in order verify you are a status candidate. Your SF-50 should show your type of appointment (block 34), tenure (block 24), highest grade level held on a permanent basis and the full performance level of that position. Failure to submit an SF-50 will result in loss of consideration. You may submit more than one SF-50 if necessary.

Transcripts: Transcripts are required if you are basing your qualifications on education or if they are required to meet basic qualifications. Education must be from an institution accredited by an accrediting agency recognized by the U.S. Department of Education. Education obtained from a foreign university or college is not creditable for qualifications requirements unless it has been evaluated. For graduates of foreign universities, the applicant must submit an evaluation for all course work from an organization recognized as specializing in interpretation of education credentials. For a listing of accredited agencies for foreign education, please see http://www.naces.org/members.htm. For a listing of accredited schools in the United States, please see http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-accreditation.html

Proof of Eligibility is required for the following Hiring Authorities:

Office of Personnel Management Interchange Agreement

Individuals requesting consideration must submit a Notice of Personnel Action, SF-50 with their current or former qualifying agency to be considered under this authority.

Veterans' Appointment Authorities

Veterans Recruitment Appointment (VRA) Authority
Veterans Employment Opportunities Act (VEOA) of 1998

Veterans applying under VRA and VEOA must submit a DD-214 (Member Copy 4) at the time of application. If a DD-214 (Member Copy 4) is not available, other documentation listing the beginning and ending dates date of active service and the type of discharge must be submitted to verify eligibility. If you are still on active duty, the date you are separating and the campaign medals you have received is qualifying. Those using a compensable service-connected disability should submit a copy of their letter from the Department of Veterans Affairs as proof of their eligibility as a preference eligible.

NOTE: Veterans preference is not applicable to Merit Promotion announcements. Veterans documentation is requested only to verify eligibility to this announcement open to status candidates, not to award preference. Current federal employees are not eligible for VEOA appointments.
For more information on VRA and VEOA, consult the Vet Guide at: http://www.opm.gov/employ/veterans/html/vetguide.asp

Non-Competitive Appointments

Those who are eligible for a non-competitive appointment in the Federal government should indicate the type of special appointment you are seeking, if any, documentation supporting your eligibility and all other required documents for this announcement.

Proof of Eligibility is required for Priority Selection Rights:

Agency Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistant Program (ICTAP)

Individuals who have special priority selection rights under the Agency and Interagency Career Transition Assistance Programs must be well qualified for the position to receive consideration for special priority selection. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85 or above on the rating criteria for this position. Eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) or equivalent that documents separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456.

Contact Information:
Customer Response
Phone: (317)715-3000
Email: CustomerResponse@cbp.dhs.gov
Or write:
Indianapolis Hiring Center
6650 Telecom Drive
Suite 100
Indianapolis, IN 46278
What To Expect Next:

Your application and all supporting documentation must be received within 24 hours of applying. Note that you will be allowed to apply more than once but the last application is the only one that will be used.

Applications and supporting documentation WILL NOT be accepted by mail or e-mail. The address below is for inquiries only. If you are unable to apply on-line, contact the Human Resources Office listed on this announcement at least one day prior to the closing date for further instructions.

It is the applicant's responsibility to verify that information entered, uploaded, or faxed (i.e., resume, veteran's documentation, assessment questions and answers, and SF 50's) is received and is accurate. Human Resources WILL NOT modify or change any answers submitted by an applicant.

If a document is not in a legible format, an applicant will not be able to view it and must again upload or fax the documentation by the closing date of the announcement. An applicant can verify that the information has been received by following the instructions below.

1) Click this link to Return to Application Manager: https://applicationmanager.gov/Login.aspx?ReturnUrl=/home.aspx

2) Log into your account and locate the vacancy on the "My Application Packages" page.

3) Click on the six digit Vacancy ID number you want to view. The page will refresh and display your Application Package Status.

4) Click on the details list and click on View by the document you want to see. If prompted choose OPEN. You may have to choose a program with which to view the document, choose Adobe 6.0.

Notification Process: Once the online application package is received you will an electronic notification acknowledging receipt of your application. The second notification will state if you were qualified or not qualified for the position. The third notification would inform you if you were referred to the selecting official for consideration. The final notification will inform you of the final disposition, if the position was filled, another applicant was selected, etc.

EEO Policy Statement:   http://www.usajobs.gov/eeo
Reasonable Accommodation Policy Statement:   http://www.usajobs.gov/raps
Veterans Information:   http://www.usajobs.gov/vi
Legal and Regulatory Guidance:   http://www.usajobs.gov/lrg
USAJOBS Control Number: 1687067

Control Number: 83555770