Summary
This position is located in the End User Support Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer.
The position description number for this position is 060322.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position may work a flextime, compflex, or maxiflex work schedule.
This is a non-supervisory, bargaining unit position.
This job is open to
Clarification from the agency
Anyone may apply - By law, employment at most U.S. Government agencies, including the Library of Congress, is limited to U.S. citizens. However, non-citizens may be hired, provided that other legal requirements are met and the Library determines there are no qualified U.S. citizens available for the position.
Duties
Analyzes and resolves the most difficult customer support requests involving integration or configuration related issues. Supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. Identifies and breaks down problems using structured problem resolution approaches. Works with network specialists, applications developers, and security specialists to prevent recurring problems.
Researches workstation hardware, software, and telecommunications equipment to ensure network compatibility with customer program requests. Performs planning, design, and integration of systems views for compatibility. Evaluates the technical specifications and features of new products. Performs product comparisons, feasibility and cost-benefit analyses, and performance/compatibility testing. Makes implementation recommendations to management.
Serves as a technical specialist in capacity management and performance management identifies performance deviations from service level objectives, and determines problem resolution. Collects, evaluates, and summaries capacity, performance, problem, resource, and workload data to recommend configuration changes for maximizing the effectiveness and efficiency of installed technology. Locates sources for the products and services that are procured for Library Services. Procurement and contract actions cover major equipment, scarce materials, complex non-personal services, and expert or consultant services peculiar to the project.
Analyzes systems performance of new and existing equipment to improve system and network configurations. Diagnoses and solves complex systems problems. Analyzes solutions for minimizing down time to provide a stable, consistent systems environment. Serves as a technical specialist for a complex telecommunications system(s) involving the integration of multiple services over a moderately dispersed environment Responsible for monitoring, troubleshooting, and resolving network system failures.
Analyzes network equipment and software utilization using real time monitoring techniques and tools to identify problem areas and to maintain optimum performance levels. Assesses the need for new and upgraded services or telephone instruments. Prepares and submits telecommunications service requests. Plans and analyzes systems configuration and the need for changes to support the organization's program of work. Develops alternatives for presentation to management. Performs feasibility studies and cost benefit analysis to support alternatives.
Defines and validates the need for proposed new systems through consultation with program officials in customer program organizations. Reviews general business and functional requirements supporting the need for systems. Identifies and evaluates potential system design approaches, and develops the final technical specifications for new systems.
Plans, documents, and implements operational procedures to manage automated systems in an information technology (IT) environment. Analyzes and evaluates operational activities and determines changes needed to procedures. Develops and maintains short-range plans establishing priorities and setting goals for system planning on an assigned system or subsystem. Evaluates program needs and determines where changes to existing guidelines are required. Develops or recommends changes required to accomplish these plans.
Performs work involved in the end-to-end development of information technology systems with complex designs. Works with customer program representatives to refine functional requirements, translate functional requirements into design specifications, and determine the best approaches for implementation within a technical environment. Coordinates with applications developers to isolate and solve design problems encountered during testing and implementation.
Requirements
Conditions of Employment
Conditions of Employment
Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past or current drug use and activities (e.g., selling or distributing) may deem you ineligible for employment.
Qualifications
Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.
Ability to troubleshoot computer hardware and software, and resolve problems.**
Ability to apply knowledge of current IT trends and IT best practices in user support and desktop services.**
Ability to provide Tier 2 information technology services to customers.**
Ability to manage information technology assets in a business environment.
Ability to communicate in writing.
Ability to communicate effectively other than in writing.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
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.
The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview. The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection.
For more information regarding eligibility requirements, please see the Library of Congress Merit Selection Plan, Section 8.5, at: Merit Selection Plan You may preview questions for this vacancy.
Required Documents
Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).
Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant’s college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
Please carefully follow all instructions under the How to Apply tab to ensure you are considered for the position.
You are required to apply online for this announcement. We are unable to accept mailed or emailed documents. You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps.
Step 1: If you do not already have one, create a resume on USAJOBS. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress.
Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step 4. You may wish to customize your USAJOBS resume to ensure that it supports your responses to these questions.
Step 3: Click on the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account and submit your resume. You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment. You will be able to update this information and save it to our account for future announcements.
Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly.
Step 5: Hiring Management offers three options that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.
(1) You may select a document that you have already uploaded to USAJOBS for a previous announcement.
(2) You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS.
IMPORTANT NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer or in your USAJOBS profile before uploading them. If you try uploading them individually, only the last one sent will be visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.
Step 6: Click on "Finish" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account. Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable. Failure to do so will result in your application being excluded from consideration for this announcement.
If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact jobhelp@loc.gov , no later than 4:30pm EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.
Next steps
Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking on "My Applications." You will receive final notification via e-mail when the vacancy has been filled.
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