Information Technology Specialist (Customer Support) Job in Glynco, GA

Vacancy No. FLETC-CIO-25-12630677 Department Federal Law Enforcement Training Centers
Salary $86,962.00 to $113,047.00 Grade 12 to 12
Perm/Temp Permanent FT/PT Full-time
Open Date 12/19/2024 Close Date 12/30/2024
Job Link Apply Online Who may apply Public
Locations:
Glynco, GA


Summary

"The Federal Law Enforcement Training Centers (FLETC), through strategic partnerships, prepares the federal law enforcement community to safeguard America's people, property, and institutions." We are a unique inter-agency organization preparing the next generation of law enforcement officers to meet our Nation's most pressing security challenges." Click here to learn more.

Duties

Being a Information Technology Specialist (Customer Support) GS-2210-12 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission.

This position is in the Federal Law Enforcement Training Centers (FLETC) within the Chief Information Officer Directorate, Enterprise IT Services Division, in Glynco, Georgia. As an Information Technology Specialist (Customer Support), you are a valuable member of the FLETC team and mission.Typical assignments include:

  • Planning and managing current and future delivery of IT services throughout the enterprise. Managing delivery of customer support services through knowledge of mission requirements and priorities. The position requires a broad and in-depth understanding of current trends in problem-resolution techniques using new and innovative approaches to enhance customer satisfaction.
  • Working with various organizational stakeholders, line-of-business owners, and customers to determine detailed requirements for new and existing projects. Overseeing multiple services. Serve as a customer liaison and assess and advise on the criticality of service requests as required. Ensuring a comprehensive and professional team environment with contractors, peers, and senior management.
  • Making recommendations to senior management regarding purchasing and implementing new technologies throughout the enterprise.
  • Supporting end-to-end hardware and software enterprise solution delivery, customer relationship management, service management services and tools, and collaboration tools.
  • Working with customers and the Department of Homeland Security (DHS) to collaborate on shared solutions and resolving issues related to M365.
  • Working with various organizational stakeholders, line-of-business owners, and customers to determine detailed requirements.
  • Maintaining, preparing, justifying, and administering budget accounting for assigned programs.
  • Ensuring a comprehensive and professional team environment with contractors, peers, and senior management.
View common definitions of terms found in this announcement: Common Definitions.

Requirements

Conditions of Employment

  • You must be a U.S. citizen to apply for this position.
  • Males born after 12/31/1959 must be registered for Selective Service.
  • You must successfully pass a background investigation.
  • Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Union (NTEU).
  • You will need to set up direct deposit so we can pay you.
  • Must possess and maintain a valid state issued driver's license to conduct official government business.
  • Occasional travel may be required.
  • Overtime, weekends and federal holidays may be required.
  • Required to complete an OGE 450, Confidential Financial Disclosure Report, within 30 days of starting your federal employment and annually thereafter as long as you occupy a position that requires financial disclosure reporting.
  • This position is Emergency Essential and required to sustain FLETC’s operations under all conditions and to ensure FLETC Continuity of Operations for Mission Essential Function.
  • Must possess and maintain Federal Acquisition Certification - Contracting Officer Representative (FACCOR) Level III certification; or have the requisite experience to obtain and maintain certification.

Qualifications

Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. Please visit www.fletc.gov/site-page/employment-faqs website for further guidance regarding this page limit.

This position has a Selective Placement Factor (SPF). If your resume doesn't demonstrate possession of the SPF, you will be rated ineligible.

The SPF for this position is: In order to be considered for this position you must possess Federal Acquisition Certification - Contracting Officer Representative (FACCOR) Level III certification; or have the requisite experience to obtain and maintain certification. Please provide a copy of your Contracting Officer Representative (FAC-COR) Level III certification and list all of your contacting training/experience in your resume.

In addition to the selective placement factor, you must possess at least one year of specialized experience at least equivalent to the GS-11 level in the federal service diagnosing and resolving unique, unusual, and complex problems in response to customer-reported incidents, providing expert advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems; researching, evaluating, and providing feedback on incident and request trends and patterns in customer support requirements and recommending new tools to enhance the delivery of customer requirements. All requirements must be met by the closing date of the announcement.

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.

Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Veterans: Qualified veterans who have a compensable service-connected disability of at least 10% are listed in the best-qualified category, except when the position being filled is scientific or professional at the GS-09 grade level, or higher. (This position is notconsidered scientific/professional.). Other 10-point preference eligibles and veterans with 5-point preference who meet the eligibility and qualification requirements are placed above non-preference eligibles within the category in which they qualify. View information on veterans' preference.

Interagency Career Transition Assistance Program (ICTAP) eligibles: If you have never worked for the federal government, you are not ICTAP eligible. View information about ICTAP eligibilityon OPM's Career Transition Resources website. To be considered eligible under ICTAP, you must be rated at a minimum score of 85 for this position. In addition, you must submit the supporting documents listed under the required documents section of this job announcement.

Education

This job does not have an education qualification requirement.

Additional information

The Federal Law Enforcement Centers encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR 213.3102(u), and or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR 315.707. Veterans, Peace Corps, VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the FLETC mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the servicing Human Resources Office listed at the bottom of this announcement.

Pursuant to Executive Order 12564 and FLETC policy, FLETC is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at FLETC are subject to drug testing resulting in a negative test result.

If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration of Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

Background Investigation: To ensure the accomplishment of our mission, the FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Suitability/Fitness as a condition of placement in this position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs.

Work Environment: The majority of the work is performed in an office setting. However, it may be required to assist in installing equipment and requires occasional travel. Working hours are within the typical workday; however, maintenance, upgrades, and troubleshooting may require overtime, compensation-time, flexible work schedule, or weekend support.

Physical Demands: The work is primarily sedentary. The position may frequently involve the installation of all types of EIT equipment necessitating the lifting and carrying equipment weighing up to 50 pounds.

This announcement may be used to fill additional vacancies during the next 90 days. This could result in a few or many vacancies being filled from this announcement.

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.

Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications.

We will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. If met, we will use multiple assessments to place you in one of three categories based on your education, training, and experience demonstrating the following competencies:

Customer Support, Information Technology Concepts, and Problem Solving

The first assessment will consist of skilled-based questions designed to evaluate the degree to which you possess the skills needed to perform the duties of the positions being filled. These questions are scored, and you must score at least 85% in order to be evaluated in the second assessment.

The second assessment will be a Subject Matter Expert Resume Review. Applicants who score a minimum of 85% on the assessment questionnaire will be evaluated to further assess an applicant's technical proficiency as it relates to the position. More information will be provided to applicants as they progress through the application process.

If you meet the minimum qualifications, you will be placed in one of the following categories:

  1. Best-Qualified: Applicants possessing experience that substantially exceeds the minimum qualifications of the position and demonstrate high proficiency in all of the critical competencies, including all Selective Placement Factors (SPF), and appropriate Quality Ranking Factors (QRF) as determined by the job analysis.
  2. Well-Qualified: Applicants possessing experience that exceeds the minimum qualifications of the position and demonstrates acceptable proficiency in all of the critical competencies, including all SPF's and appropriate QRFs as determined by the job analysis.
  3. Qualified: Applicants possessing experience that meets the minimum qualifications of the position and demonstrate basic proficiency in most of the critical competencies, including all SPFs and appropriate QRFs as determined by the job analysis.
If you are best qualified, you may be referred to the hiring manager for consideration and may be called for an interview. Preview the job questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12630677

If, after reviewing your resume and/or supporting documentation, a determination is made that you have overstated your qualifications and/or experience, you may be removed from consideration or your score may be lowered.

Veterans: Qualified veterans who have a compensable service-connected disability of at least 10% are listed in the best-qualified category, except when the position being filled is scientific or professional at the GS-09 grade level, or higher. (This position is notconsidered scientific/professional.). Other 10-point preference eligibles and veterans with 5-point preference who meet the eligibility and qualification requirements are placed above non-preference eligibles within the category in which they qualify. View information on veterans' preference.

Required Documents

  1. Your resume (click the link for information on what to include). If you are a current or former Federal employee, your resume must indicate the GS or pay band level for each position held. Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications.
  2. Your responses to the job questionnaire. https://apply.usastaffing.gov/ViewQuestionnaire/12630677
  3. Are you a veteran? You must provide acceptable documentation of your preference or appointment eligibility. The member 4 copy of your DD214, "Certificate of Release or Discharge from Active Duty," is preferable. If claiming 10 point preference, you will need to submit a Standard Form (SF-15), "Application for 10-point Veterans' Preference." If applying based on eligibility under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces that you will be discharged or released from active duty within 120 days from the date on the certification. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions. View more veterans' information.
  4. Are you claiming special priority selection rights under the Interagency Career Transition Assistance Program (ICTAP)? Submit the following:
    • A copy of your agency notice,
    • A copy of your most recent performance rating, and
    • A copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location.
  5. Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment:
    • Position title,
    • Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee), Agency,
    • Beginning and ending dates of appointment.

How to Apply

To begin your online application, click "Apply Online" to create a USAJOBS account and follow the prompts or log in to your existing account. Your application packet must include a completed assessment questionnaire, a resume, and any applicable and/or required supporting documentation. Please see the "Required Documents" section for additional information. All application materials, including transcripts, must be in English.

We strongly encourage you to apply online. If you cannot apply online, you may contact the individual listed in the "Agency Contact Information" section of this job opportunity announcement between the hours of 7:30AM and 4:30PM ET (excluding Federal holidays) prior to the closing date of this announcement to receive assistance. When e-mailing, please include the vacancy announcement number in the subject line.

Applications and supporting documentation will not be accepted by mail or email. The address below is for inquiries only. You must submit your resume, your online questionnaire, and any supporting documents by 11:59 PM eastern standard time on the day the announcement closes.

It is your responsibility to verify that any information entered or uploaded is received and is accurate. Human Resources will not modify or change any part of your application. Determining your eligibility and qualifications is dependent on the supporting documentation and information provided, which may impact your referral for further consideration. If a document is not legible, you will not be able to view it in your application.

To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Applicants must submit all required documentation to properly qualify for this position.

Agency contact information

Stephany Arwood
Learn more about this agency

Next steps

Once you submit your application, we will assess your experience and training, identify the best-qualified applicants, and refer those applications to the hiring manager for further consideration and interviews. We will notify you by email after each of these steps has been completed. Your status will also be updated on USAJOBS throughout the process. To check your status, log on to your USAJOBS account, click on "Application Status," and then click "More Information." We expect to make a job offer within 60 daysafter the deadline for applications. If you are selected, we will conduct a suitability/security background investigation. View more information on applying for federal employment.

Note: If you receive a final job offer to onboard, please complete the onboarding forms and submit them electronically in an expeditious manner. Your start date may be delayed if the action above is not completed.

DHS uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

Any Offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Personnel Management guidance and U.S. Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change.

Multiple selections may be made from this announcement.

Applying to this announcement certifies that you give permission for DHS to share your application with others in DHS for similar positions.


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


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