IT Specialist (CustSpt) Job in Omaha, NE

Vacancy No. MW-1543-MWRO-25-12611834-ST Department National Park Service
Salary $45,752.00 to $86,750.00 Grade 5 to 9
Perm/Temp Permanent FT/PT Full-time
Open Date 11/20/2024 Close Date 11/29/2024
Job Link Apply Online Who may apply Public
Locations:
Omaha, NE


Summary

The purpose of this position is to perform work involving the performance of routine and recurring assignments providing information technology (IT) customer support independently or in support of the work of a more senior specialist. The incumbent performs Cybersecurity roles and responsibilities outlined in the NICE Framework. The NICE Framework provides Work Role Descriptions associated with Work Roles and Cybersecurity Codes.

Duties

Knowledge of architectural methodologies used in the design and development of information systems, including the physical structure of a systems' integral operations and interactions with other systems.
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.
Knowledge of specifications, uses, and types of computers or computer related equipment.
Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Is thorough when performing work and conscientious about attending to detail.

Individuals must have IT-related experience demonstrating each of the four competencies listed below.

  • Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
  • Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
  • Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
  • Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Physical Demands: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.

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

Duties will be developmental in nature when filled below the full performance level.

Requirements

Conditions of Employment

  • U.S. Citizenship required.
  • Appointment subject to background investigation and favorable adjudication.
  • Meet Selective Service Registration Act requirement for males.
  • Complete the initial online assessment and USAHire Assessment, if required.
  • Selectee will be required to participate in the Direct Deposit Electronics Funds Transfer Program.
  • Any individual who is currently holding, or has held within the previous 52 weeks, a General Schedule position under non-temporary appointment in the competitive or excepted service, must meet time-in-grade requirements (must have served 52 weeks at the next lower grade or equivalent in the Federal service); with few exceptions as outlined in 5 CFR 300.603(b). Time-In-Grade requirements also apply to former Federal civilian employees applying for reinstatement who have had a break in service of less than one year, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointments. Time-in-grade does not apply to new excepted service appointments. Time-in-grade requirements must be met by the closing date of this announcement.
  • You may be required to operate a government (or private) motor vehicle as part of your official duties. Prior to your first official motor vehicle operation, and again every year thereafter (or more frequently if management determines such need exists), you will be required to sign an affidavit certifying to your possession of a valid State issued driver's license that is current and has not been revoked, suspended, canceled, or otherwise disqualified in any way to prohibit your operation of a motor vehicle. You will also submit a photocopy of your valid State issued driver's license prior to your first official motor vehicle operation, and again every year, or more frequently if management determines such need exists. Lastly, you may be required to submit (within a State sealed envelope or submitted directly by the State authorities), and at your own expense, all certified driving records from all States that discloses all valid driver's licenses, whether current or past, possessed by you. Please indicate in your application whether you possess a valid State driver's license.
  • If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.

Qualifications

All qualifications must be met by the closing date of this announcement-11/29/2024-unless otherwise stated in this vacancy announcement.

Credit will be given for all appropriate qualifying experience. To receive credit for experience, your resume MUST clearly indicate the nature of the duties and responsibilities for each position, starting and ending dates of employment (month/year), and the resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience.

SELECTIVE FACTOR: Individuals must have IT-related experience demonstrating each of the four competencies: attention to detail, customer service, oral communication, and problem solving as defined above under "Duties"
- AND -
You must possess at least one of the following minimum qualifications by close of the announcement. You MUST include hours per week worked, and transcripts to support education claims.
GS-5
EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-04 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: assist users with hardware and software issues, provide timely resolutions through effective problem-solving techniques and remote desktop support. Familiarity with Windows operating systems; troubleshoot technical issues, utilizing strong analytical skills to identify root causes and implement corrective actions; demonstrate exceptional communication skills while providing courteous and efficient support to end-users, ensuring high levels of customer satisfaction; use a ticketing system to log, track, and manage support requests, ensuring accurate documentation and follow-up on unresolved issues; have basic knowledge of networking concepts, including TCP/IP, DNS, and DHCP, to diagnose connectivity issues and other network-related concerns; install, configure, and maintain computer systems and peripherals, including printers, scanners, and mobile devices; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance; work effectively within a team-based environment, collaborating with senior technicians to resolve complex issues and share knowledge that improves team performance.
-OR-
EDUCATION: Successful completion of at least 4 years of education above high school (120 semester hours or 180 quarter hours) leading to a bachelor's degree in computer science, engineering, information science, information systems management, mathematics operations research, statistics, or technology management or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
-OR-
Combination of education and experience see example below, under "Education"
GS-7
EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-05 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: adept at troubleshooting and resolving hardware and software issues across Windows operating systems; familiar with common applications such as Microsoft Office Suite, web browsers, and remote support tools; demonstrate ability to diagnose issues efficiently by utilizing a systematic approach to troubleshooting and successfully reduce average resolution time by identifying recurring problems and implementing proactive solutions; proven track record of delivering high-quality support to end-users with a commitment to resolving issues and enhancing user satisfaction; skilled in communicating technical information to non-technical users clearly and effectively; use a ticketing system, ensuring all incidents are recorded, tracked, and updated in a timely manner; maintain accurate documentation of issues and resolutions for future reference; work closely with Tier 2 and Tier 3 support teams to escalate complex issues, ensuring a seamless transition and continuity in support services; participate in team meetings to share knowledge and improve support processes; provide training and guidance to users on best practices for IT security, software usage, and system navigation.
-OR-
EDUCATION: Successful completion of at least 1 year of graduate education from an accredited or pre-accredited institution with same area of education requirements above in GS-5 Education. (One year of graduate education is 18 semester hours or 27 quarter hours).
-OR-
Superior Academic Achievement (SAA) See description below under "Education"
-OR-
Combination of education and experience see example below, under "Education"
GS-9
EXPERIENCE: At least 1 full year of specialized experience comparable in scope and responsibility to the GS-???????07 grade level in the Federal service (obtained in either the public or private sectors). Specialized experience: proficient in diagnosing and resolving hardware and software issues on Windows operating systems; skilled in using remote access tools and ticketing systems to efficiently manage and resolve user inquiries; strong ability to communicate technical concepts to non-technical users, ensuring a positive experience while providing guidance and support; demonstrated patience and professionalism in high-pressure environments, consistently meeting service level agreements; adept at performing root cause analysis to identify and implement effective solutions for recurring technical issues; experienced in compiling and analyzing data to develop proactive strategies to minimize future incidents; experienced in creating and maintaining knowledge base articles, troubleshooting guides, and user manuals to streamline processes and improve user self-service capabilities; regularly conduct training sessions for both end-users and junior staff to enhance team capabilities; collaborate with cross-functional teams, including network engineers and application developers, to troubleshoot and resolve issues that require a multi-disciplinary approach; facilitate communication between technical staff and users to ensure efficient resolution of technical difficulties; commitment to ongoing professional development, keeping abreast of the latest technologies and trends in IT support; actively participate in team meetings to share insights and identify areas for enhancement of support services.
-OR-
EDUCATION: Successful completion of at least 2 full academic years of progressively higher-level graduate education, or a master's or equivalent graduate degree in same area of education requirements above in GS-5 Education. (Two years of graduate education is 36 semester hours or 54 quarter hours).
-OR-
Combination of education and experience see example below, under "Education"

Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.

If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

For GS-7 Superior Academic Achievement (SAA) qualifications:
Meet the criteria for Superior Academic Achievement (S.A.A.) as evidenced by one of the three following methods: I am in the upper third of my graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses in a field related to this position; OR I have a GPA 3.0 or higher out of a possible 4.0 computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum, or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in my major field or the required courses in the major field completed during the final 2 years of the curriculum; OR I am a member in one of the national scholastic honor societies. You MUST provide the documentation to support S.A.A. criteria.

Examples of Experience and Education Combinations:
For GS-5
Have six (6) months of the GS-5 specialized experience described above (50% of the experience requirement) and 60 semester hours (90 quarter hours) of college study from an accredited institution (50% of the qualifying education) which included at least 12 semester hours (18 quarter hours) of related coursework as specified (50% of the related coursework required).
For GS-7
Have six (6) months of the GS-7 specialized experience described above (50% of the experience requirement), and one-half year (9 semester hours or 14 quarter hours) of directly related graduate level college study in an accredited institution (50% of the qualifying education).
For GS-9
Have six (6) months of the GS-9 specialized experience (50% of the experience requirement), and (27 semester hours or 41 quarter hours) of directly related graduate level college study in an accredited institution (50% of the qualifying education).

Additional information

A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.

A Recruitment Incentive May Be Authorized for a newly selected employee when appointed to a permanent, temporary, or term position. A Federal employee who is transferring to the National Park Service from another component, bureau or Federal agency and who does not meet the conditions under 5 CFR 575.102 is not eligible for a recruitment incentive.

A Relocation Incentive May Be Authorized for a Federal employee when the employee must move, as directed by the National Park Service (NPS) either through a management directed reassignment or selection for employment, to a different location at least 50 miles away from the one where his/her position of record held at time of selection is currently located, due to a need of the NPS. A relocation incentive is not the same as a Permanent Change of Station (PCS) move and, as such, may be granted in conjunction with one another.

This announcement may be used to fill additional positions if identical vacancies occur within 90 days of the issue date of the referral certificate.

Promotion to the full performance level is neither guaranteed nor implied and will be based solely on your ability to satisfactorily perform the work of the position, existing work at the higher grade level, and recommendation by the position's supervisor.

The National Park Service has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework with supervisor approval.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

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.

A review of your resume and supporting documentation will be made and compared against your responses to the Assessment Questionnaire to determine if you are qualified for this job. If your resume is incomplete or does not support the responses provided in the Assessment Questionnaire, or if you fail to submit all required documentation, you will be rated 'ineligible', 'not qualified', or your score will be adjusted accordingly. If a determination is made that you have inflated your qualifications or experience, you can lose consideration for this position. Please follow all instructions carefully; errors or omissions can affect your rating.

Candidates who apply under Competitive Merit Promotion procedures will undergo a quality review to determine if they are highly qualified based on the content of their resume and their responses to the questionnaire. Best qualified candidates will be referred if all required supporting documentation has been provided.

Candidates who apply under Noncompetitive Merit Promotion procedures will undergo a quality review to determine if they are minimally qualified based on the content of their resume and their responses to the questionnaire. Qualified candidates will be referred if all required supporting documentation has been provided.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):


The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.

To preview the application questionnaire, click the following link:

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Please submit 1) a copy of your most recent performance appraisal/evaluation and 2) a list of any awards (e.g. superior performance awards, special act or achievement awards, quality step increase, etc.) you received in the last 5 years. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process.

If you do not have your most recent performance appraisal/evaluation, please submit a statement as to why it is not available. Please indicate if any prior performance appraisals/evaluations were at an acceptable level.

Required Documents

The following documents are required and must be submitted by 11:59 PM (EST) on 11/29/2024.

  1. Resume which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or civilian, please include your rank and/or grade.
  2. Complete All Required Assessments
  3. Merit Promotion Eligibility Documentation such as:
  • Federal employees must submit a copy of their latest SF-50 "Notification of Personnel Action" reflecting career or career-conditional status in the competitive service (Tenure 1 or 2), shows position title, series, grade and an additional SF-50 showing highest permanent grade ever held, if not reflected on your latest SF-50. Examples of acceptable SF-50s include: Promotion, Within Rate Increases (WRI/WGI), or Appointment SF-50s. Do not submit an Award SF-50 as it does not provide the needed information. Time in grade will be determined by reviewing your resume and required SF-50s.
  • Former federal employees separated from Federal Government over a year ago must submit their separation Notification of Personnel Action (SF-50 or equivalent) that reflects career or career-conditional status in the competitive service (Tenure 1 or 2) and shows position title, series, grade. Do not submit an Award SF-50 as it does not provide the needed information. Your last Federal performance appraisal plan for your last position must reflect a rating of Fully Successful or equivalent.
  • If SF-50 showing highest permanent grade ever held has an effective date within the past year, it may not clearly demonstrate you possess the one-year time-in-grade, as required by this announcement. In this instance, your resume must clearly show that you held that grade for one-year.
  • Veterans Preference Documentation (e.g. DD-214, SF-15, VA Letter as appropriate)
  • Documentation for Land Management Workforce Flexibility Act eligibility, which includes ALL Appointment AND Termination SF-50s for EACH appointment as well as ALL performance evaluations, for each qualifying period of temporary employment claimed.
  1. Other Supporting Documents, if applicable, such as:
    • Veterans Preference Documentation:
      • If a Discharged, Non-Disabled Veteran, must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, request it after discharge from the National Archives.
      • If a veteran within 120 days of discharge, must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active-duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
      • If a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, must submit all additional proof required by SF15, and if applicable, a completed SF15. Request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
    • Performance Appraisals and Awards:
      • All applicants must submit their most recent performance appraisal showing official rating of record and signed by a supervisor. If submitting a performance appraisal not dated within the last18 months, a statement as to why it is the most recent must be submitted. If no performance appraisal is available, applicants must submit a statement as to why it is not available (including if any prior performance appraisals/evaluations were at an acceptable level).
  2. Documentation you meet selective factors (in resume explanation of your experience with attention to detail, customer service, oral communication, and problem solving.
  3. College transcripts, if qualifying based on education.
  4. Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., RIF Separation Notice, Notice of Proposed Removal, etc; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
  5. Applicants who are eligible to be considered based on a Noncompetitive or Special Hiring Authority (i.e. Schedule A, VRA, Peace Corps, Americorp Vista, former PLC member, certain Military Spouses, 30% or More Disabled Veterans, Pathways Interns who have met the eligibility requirements for noncompetitive conversion, etc.) must submit appropriate documentation to verify your eligibility.

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 read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments, and required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. You must provide documentation to support your claim for each eligibility selected. Please review the required documentation listed in the eligibilities language to ensure you submit the appropriate information. Note: You will only be marked eligible for those eligibilities that you selected and provided the appropriate supporting documentation. The application process is as follows:

  1. Click the Apply Online button.
  2. Answer the questions presented in the application and attach all necessary supporting documentation. To PREVIEW the application questionnaire, select the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12611834
  3. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
  4. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "track this application" to return to your assessment completion notice.
  5. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
  6. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
  7. Set aside at least 3 hours to take the USA Hire assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
  8. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments.

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Documentation for the Land Management Workforce Flexibility Act (LMWFA) eligibility, submission of ALL SF-50s and performance information for each period of temporary/term employment that qualifies for LMWFA. Performance documentation can be obtained by contacting the supervisors for the positions you served in during your 24 months. If they did not complete performance appraisals ask them to provide a statement of performance for each period of service. The statement must specify the dates for each employment period and your level of performance (dates should match the dates on the SF-50s).

Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc.

Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.

Agency contact information

MWR HR West Team
Address
Interior Region 3, 4 and 5
601 Riverfront Drive
Omaha, NE 68102
US
Learn more about this agency

Next steps

Once the Occupational Questionnaire is received you will receive acknowledgement that your submission was successful. If you are among the most qualified candidates and your name is referred to the hiring official, you may be contacted directly for a possible interview. You will be notified of the status of your Application Package at the time candidates are referred for consideration, and when the selection process is complete.

To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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