Summary
This position is located in Big Cypress National Preserve, in the Information Technology Division.
Open to the first 100 applicants or until 07/02/2024 whichever comes first. All applications submitted by 11:59 (EST) on the closing day will receive consideration.
Special Salary Rate for series:
GS-05 $42,895 - $55762
GS-07 $51,209 - $66,567
GS-09 $61,226 - $79,595
This job is open to
Clarification from the agency
Open to Current and former Federal employees, VEOA eligibles, Individuals with disabilities, Land Management Workforce Flexibility Act (LMWFA) eligibles, Military Spouses, Special authorities, Former Public Land Corp (PLC) Member and ICTAP/CTAP eligibles.
Duties
GS-05:
Provides assistance and support for assignments and projects relative to the delivery of customer support services. Assists higher-graded specialists in identifying and resolving issues and problems as they arise. At this developmental level assists others by performing specific tasks associated with the following:
- Assists customers in resolving routine, recurring problems. Updates and maintains problem tracking/ticketing systems to track and identify customer needs.
- Assists in installing, configuring, and testing software on customer workstations; and installing, configuring, upgrading, and troubleshooting hardware and software components.
- Assists in presenting formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
- Assists teams responsible planning and delivering a full range of customer support services.
GS-07
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. Performs the following major duties associated with this work:
- Diagnoses and resolves recurring problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need.
- Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.
- Assists teams responsible for planning and delivering a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services.
- Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
GS-09
Performs routine and recurring assignments in the delivery of customer support services, completing assignments independently or in support of higher graded specialists. Performs the following major duties associated with these assignments:
- Diagnoses and resolves problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need.
- Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.
- Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services.
- Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
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
- 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 will be required to operate a government (or private) motor vehicle as part of your official duties; a valid driver's license is required.
- You will be required to wear a uniform and comply with the National Park Service uniform standards. A uniform allowance will be provided.
- You may be required to work on-call, evenings, weekends, holidays, overtime and shift work.
- If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.
- You may be required to complete training and obtain/maintain a government charge card with travel and/or purchase authority.
- Applicants must be at least (1)18 years old or (2) at least 16 years old and: (a) Have graduated from high school or been awarded a certificate equivalent to graduating from high school; or (b) Have completed a formal vocational training program; or (c) Have received a statement from school authorities agreeing with their preference for employment rather than continuing their education; or (d) Be currently enrolled in a secondary school and either work only during school vacation periods or work part-time during the school year under a formal student employment program.
Qualifications
All qualifications must be met by the closing date of this announcement-07/02/2024-unless otherwise stated in this vacancy announcement.
Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 for each federal position listed as part of your application to be used to validate your work schedule and determine the amount of qualifying experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either "full-time" (or "40 hours a week") or "part-time" with the number of hours worked per week to ensure proper crediting of specialized experience. Failure to adequately provide information needed to determine number of hours worked in each position may result in that time not being credited when evaluating qualifying experience.
For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected.
Must meet Basic Qualifications:
Experience must be IT related and must demonstrate the four competencies listed below; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
- 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.
To qualify for this position at the GS-05 grade level, you must possess the following minimum qualifications by close of the announcement:
EDUCATON: A bachelor's 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. You must include transcripts.
To qualify for this position at the GS-07 grade level, you must possess at last one of the following minimum qualifications by close of the announcement:
GS-07 Qualifications: Experience must be IT related; One year at the GS-05 or equivalent in the federal service. Experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience may include major duties as an IT customer support specialist, troubleshooting and resolving problems with computer system's hardware and software. Demonstrate in resume or education that you understand and utilized customer support principals, methods, and procedures for documenting computer problems and resolutions and provided guidance and training to customers. You must include hours per week worked.
-OR-
Education: Successful completion of one full year of graduate level education which includes 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. You must include transcripts.
-OR-
I possess 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; 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 include transcripts.
To qualify for this position at the GS-09 grade level, you must possess at last one of the following minimum qualifications by close of the announcement:
GS-09 Qualifications: Experience must be IT related. One year of experience at the GS-07 or equivalent in the federal service. Experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Examples of specialized experience may include troubleshooting and resolving problems with computer system's hardware and software. Demonstrate in resume or education that you understand and utilized customer support principals, methods, and procedures for documenting computer problems and resolutions and provided guidance and training to customers.Resolving problems for a wide variety of applications, operating systems, proposals and equipment; installs, configures, troubleshoots and maintains customer hardware and software. You must include hours per week worked.
-OR-
Education: Successful completion of at least a Master's or equivalent graduate degree, or two full years of progressively higher level graduate education leading to such a degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or I possess such a degree that included 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. (One year of graduate education is 18 semester hours or 27 quarter hours). You must include transcripts.
-OR-
COMBINATION OF EXPERIENCE AND EDUCATION: Successful completion of a combination of education and experience as described above. For example, I have six months of specialized experience (50% of the experience requirement), and 27 semester hours or 41 quarter hours of directly related graduate level education in an accredited educational institution (50% of the qualifying graduate education). The total must equal at least 100 % to qualify. You must include transcripts.
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.
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.
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.
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), the responses you provide on the application questionnaire, and the result of the additional assessments required for this position. 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 on the following competencies:
- Customer Service
- Information Systems/Network Security
- Information Technology Architecture
- Infrastructure Design
- Technical Competence
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 additional assessments, including a Questionnaires that measure applicants' technical expertise (QTMATE). These assessments measure the critical competencies listed above that are required to successfully perform the job.
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 07/02/2024.
- 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.
- Complete All Required Assessments.
- Merit Promotion Eligibility Documentation such as:
- Current and former 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), 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.
- Veterans Preference Documentation (e.g. DD-214, SF-15, VA Letter as appropriate)
- LMWFA Documentation for the 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.
- Former PLC Member: Submit a copy of your "Certificate of Eligibility for Noncompetitive Hiring" along with a copy of you "PLC Participant Verification Work Hours Sheet within the last 2 years."
- Other Supporting Documents, if applicable, such as:
- Veterans Preference Documentation:
- If you are a Discharged, Non-Disabled Veteran, you 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, you may request it after discharge from the National Archives.
- If you are a veteran within 120 days of discharge, you 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 you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may 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 the 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).
- College transcripts, if qualifying based on education.
- 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.
- Noncompetitive or Special Hiring Authority. 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.
- Failure to submit any of the above-mentioned required documents will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
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.
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
To apply for this position: You must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below. To receive consideration, the complete application package must be submitted by 11:59 PM (EST) on 07/02/2024. 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.
WE DO NOT ACCEPT HARD-COPY OR E-MAIL APPLICATION PACKAGES.
- Select Apply. If you are not logged in, you will be prompted to login or create an account.
- Prompted to Start the Application Process by selecting "Start Application."
- Select or add the resume you want to use for this application. Click here on how to build a resume in USAJOBS.
- Select documents you want included in this application.
- Review package to acknowledge your documents were reviewed.
- Select if you want to include your demographic information.
- After reading and certifying the application is true and submitted in good faith, select "Continue to Agency Site."
- Follow onscreen prompts and instructions to complete your application.
- Add the supporting documents by indexing your documents with the dropdown.
- Upload any missing required documents or optional documents.
- Review and Submit Application.
- While logged in, you can check the status of your application by selecting "+" next to the job title for this position.
- You can review or revise your application at any point during the open period of the announcement.
- To update an application, you should log into your USAJOBS account and select "+" next to the job title for this position. Select "Update Application" for this job.
- Note: When you click Update Application, you will be prompted to re-select your documents from USAJOBS. Documents submitted with the first application will no longer be associated with the applicant record. So it is important that you select all documents you want to use in the re-application.
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.
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