Summary
Explore a new career with the BLM - where our people are our most precious resource.
This position is located in Headquarters/ Division of Customer Relationship Management (HQ560). Information about locations and the surrounding area can be found at All State Offices | Bureau of Land Management (blm.gov).
We expect to fill few vacancies at this time; however, additional positions may be filled from this announcement if they become available.
This job is open to
Clarification from the agency
All U.S. Citizens - No previous Federal Service is required.
CTAP and ICTAP candidates in the local commuting area.
Duties
- Resolves a full range of customer problems and maintains relationships with customers with diverse needs.
- Provides moderately technical or complex information about products and services.
- Assess customers’ needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services.
- Provides assistance and support for assignments and projects relative to the delivery of customer support services.
- Performs routine and recurring assignments in identifying and resolving recurring and routine issues and problems as they arise.
- Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals and equipment.
- Maintains problem tracking and resolution databases and monitors reported problems for possible trends.
- Installs, configures, troubleshoots and maintains common customer hardware and software.
Requirements
Conditions of Employment
- U.S. Citizenship is required. Direct Deposit Required.
- Be sure to read the "How to Apply" and "Required Documents" Sections.
- You cannot hold an active real estate license; nor can you have an interest or hold stocks in firms with interest in Federal Land.
- Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.
- May require a one-year probationary period.
Qualifications
In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements - please be sure to include this information in your resume. No assumptions will be made about your experience.
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
FOR GS-07: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-05 level that is equivalent in difficulty and complexity. Specialized experience is defined as work with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.
-OR-
Education: 1 full year of graduate level education or Superior Academic Achievement (S.A.A). Superior Academic Achievement (See OPM's General Policies, Application of Qualification Standards Section 4.f.) S.A.A. must have been gained in a curriculum that is qualifying for the position to be filled.
FOR GS-09: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-07 level that is equivalent in difficulty and complexity. Specialized experience is defined as applying customer support principles for
installing computers, troubleshooting computer problems, communicating problem and resolutions to customers, documenting actions taken, providing training and guidance to customers, and assisting other IT specialists in resolving complex problems, i.e. servers, networks, IT security.
-OR-
Education: master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree.
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.
Applicants must meet both eligibility and qualification requirements for the position of interest by the closing date of the announcement.
Education
All academic degrees and coursework must be from accredited or pre-accredited institutions.
Undergraduate or Graduate Education: 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.
If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Once the application process is complete, we will review your application to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume, supporting documentation and responses to the online questionnaire will be made. Your responses to the online questionnaire will be used to measure the degree to which your background matches the requirements for this position. Qualified applicants will be placed in one of three predefined categories: Best Qualified, Well Qualified and Qualified. However, your resume must support your responses to the scored occupational questionnaire, or your score may be lowered. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans. Candidates placed in the Best Qualified category will be identified for further consideration through an additional assessment required for this position.
You will be assessed on the following competencies (please ensure these are reflected in your resume for full consideration):
Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
Customer Service (Clerical/Technical) - Works and communicates with clients and customers (e.g., any individuals who use or receive the services or products that your work unit provides. Including individuals who work in your agency or in other agencies or organizations outside the Government) to satisfy their expectations. Committed to quality services.
Problem Solving - Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires successful completion of the following additional assessment: Subject Matter Expert Resume Panel Review. These assessments measure the critical competencies listed above that are required to successfully perform the job.
Candidates placed in the Best Qualified category after the second assessment is completed will be identified for referral to the hiring manager and may be contacted for an interview.
Required Documents
To apply for this position, you must submit a complete Application Package which includes:
Resume or Application. At a minimum, your resume MUST contain job title (include job series and grade, if federal), duties, starting and ending dates (month and year), and hours worked per week. USAJOBS has a template to ensure a complete resume. https://www.youtube.com/watch?v=8YX7o1PBoFk
Your resume will be used to validate your responses to the assessment tool(s). Failure to provide required information will result in loss of eligibility. You are welcome to submit an optional cover letter.
Transcripts: If using education to qualify, submit a copy of ALL your college transcripts or a list of ALL college courses that include hours and grades from an accredited U.S. college/university. If your degree is from a Foreign Institution, See Foreign Education. Upon selection, official transcripts must be received prior to appointment.
Veterans: If you are claiming veterans' preference you must submit a copy of your DD-214, 'Certificate of Release or Discharge from Active Duty,' (Member 4 copy is preferred), showing the dates of active duty, type of discharge, and character of service (must be honorable) OR written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted.
If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must submit documentation that supports your claim as shown on the back of the Application for 10-Point Veteran Preference. SF-15.
If you are claiming Sole Survivorship Veterans' Preference (SSP), please provide the documentation you received granting this preference.
Additional information on veterans' preference can be found in the www.fedshirevets.gov/job-seekers/special-hiring-authorities/.
Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) eligibles: Submit documentation verifying your CTAP/ICTAP eligibility - this includes a copy of the agency notice and your most recent SF-50 noting current position, grade level and duty location.
Please note that documents selected for transfer from your USAJOBS profile are NOT automatically added to your application. You need to transfer your document(s) in the 'Documents' step during the application process.
Hard copy paper supplemental documents, submitted without prior Human Resources approval, will be considered as an incomplete application.
Required documentation must be submitted by 11:59 p.m. Eastern Time, on the closing date of this announcement.
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
THIS IS AN ONLINE APPLICATION PROCESS THROUGH USAJOBS. Your application package must be submitted by 11:59 PM Eastern Time by 09/23/2024. If you need assistance in applying on-line, please contact the HR Office at BLM_OC_HR_STAFF_TEAM@BLM.GOV or 303-236-6421
. If applying on-line poses a hardship for you (i.e. you do not have access to the Internet) you must contact us prior to the closing date of the announcement for an alternative method of applying.
PLEASE NOTE: If you have access to a public library, State Job Service Office, etc., you should use these resources to apply online. You must follow the steps described below to complete the application process:
YOU MUST HAVE OR CREATE A PROFILE IN USAJOBS. Your profile must contain a current resume for submission. See Required Documents section for what to include in your resume.
INSUFFICIENT INFORMATION COULD RESULT IN AN INELIGIBLE RATING.
The USAJOBS Resume Builder was designed to ensure that your resume includes the standard information needed. The Resume Builder is an available tool when you login to your USAJOBS account.
- Review the Appointment Eligibility Criteria to choose how you wish to be considered for this vacancy announcement. You must provide proof of your eligibility.
- You must submit a resume and also complete the online application and assessment questionnaire and submit the documentation specified in the Required Documents section.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your resume and/or other supporting documents to be included with your application package. Upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
- Your eligibility will be based on the selections you have indicated in this section. Provide proof of your eligibility to be considered. You may choose more than one eligibility.
- To view the assessment questionnaire, click here: https://apply.usastaffing.gov/ViewQuestionnaire/12540624
Next steps
To verify the status of your application, log into your USAJOBS account https://my.usajobs.gov/Account/Login, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
FOLLOW UP. Check your application status before the announcement closes. It is your responsibility to ensure that a complete application (including a resume, on-line questionnaire, and applicable supplemental documentation) is received by 11:59 PM Eastern Time on 09/23/2024. NOTE: Technical problems may take at least 1 business day to resolve; therefore, you are highly encouraged to complete the application process prior to the closing date.
You can track the progress of your application package via your USAJobs account. You will receive an acknowledgement email from USAJobs that your submission was successful once we have received your online questionnaire, resume, and any supporting documentation. You will be notified of the status of your application and/or referral to the hiring official via your USAJobs account after the evaluation process is complete. You will be contacted if further evaluation or interviews are required.
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