Summary
This serves as public notice for the use of a Direct Hire Authority. Applicants will be forwarded to the selecting official for consideration. We may select from this announcement or any other source to fill one or more vacancies.
This Information Technology Specialist (CUSTSPT) position is located in the Office of the Secretary (S/ES), Executive Technology (ExecTech), Department of State (DOS).
This job is open to
Clarification from the agency
This public notice is to gather applications that may or may not result in a referral or selection.
Duties
- Troubleshoots system hardware and software; maintains incident tracking and solution database; analyzes incident data for emerging trends; diagnoses and resolves network problems.
- Consults customers and Bureau managers to evaluate user requirements and advise on design capabilities and maintenance responsibilities. Develops and documents knowledge and understanding of customers' needs, wishes and requirements.
- Liaises between S/ES ExecTech, its customers, State Department entities, and external agencies to provide solutions, enhancements, and innovations for ongoing problems, processes, or day to day activities.
- Monitors customer satisfaction by reviewing IT tickets, customer surveys, and other methods to recommend approaches S/ES ExecTech can implement to better serve its customers.
Requirements
Conditions of Employment
- U.S. Citizenship is required.
- Incumbent will be subject to random drug testing.
- Must be able to obtain and maintain a Top Secret security clearance.
- Obtain/maintain eligibility to access Sensitive Compartmented Information
- Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/
Qualifications
Applicants must meet all the qualification requirements described below by the closing date of this announcement.
Applicants applying for the GS-12 grade level must meet the following requirements.
Have IT-related experience demonstrating EACH of the four competencies:
- Attention to Detail - Knowledge of and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in the organization.
- Customer Service - Knowledge of and skill in applying customer support principles.
- Oral Communication - Knowledge of communications methods and techniques.
- Problem Solving - Knowledge of problem resolution databases; troubleshooting and data analysis methods; communication methods and techniques.
AND
Have at least 1 full year of specialized experience equivalent to the GS-11 level in the Federal service which provided you with the particular knowledge, skills and abilities to perform the duties of the position.
Qualifying specialized experience must demonstrate the following:
- Experience establishing a dialogue with the customer to elicit information about the problem and provide instructions.
- Experience reviewing, validating, and standardizing problem resolutions for inclusion in the team standard operating procedures template.
- Experience evaluating and reporting on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services.
- Experience in network patch management verification and Windows operating system upgrade.
NOTE: In order to qualify for this position, your experience MUST be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. There is no substitute of education for specialized experience for the GS-12 position.
Education
Education requirements do not apply to this vacancy 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.
This position is being filled through direct hire authority. Under the provisions of the Direct-Hire Authority, veterans’ preference and traditional rating and ranking of applications does not apply. For this announcement, all applicants will be forwarded to the selecting official for further consideration, and you may be subject to assessments during the selection process (e.g., technical writing sample or other work sample, structured interview, etc.). If you are selected, we will review your resume and required documents to determine if you meet the qualifications for this position, specifically the education, specialized experience, and knowledge, skills, and abilities (KSAs) necessary to perform the work of the position.
Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity.
Your qualifications will be evaluated on the following KSAs and other characteristics that are relevant to the duties of this position and must be fully supported by information in your resume:
- Knowledge of information technology life cycle management concepts.
- Ability to apply statutes, policies, and regulations governing information technology.
- Knowledge of Information Assurance methods and procedures.
- Knowledge of information technology performance measures.
- Ability to manage and/or participate in projects.
Agency and Interagency Career Transition Assistance Program (CTAP and ICTAP) candidates must be well qualified for the position to receive consideration for selection priority. Candidates are considered well qualified if their knowledge, skills, and abilities (KSAs) exceed the minimum qualifications described in the announcement. You may preview questions for this vacancy.
Required Documents
All required documents listed below, that are applicable to you, must be submitted to our automated system by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement.
1. Resume showing relevant work/volunteer experience, education and training. Include the start and end dates (from month/year to month/year) and the number of hours per week worked/volunteered. Your resume serves as the basis for qualification determinations and must support your answers to the completed online assessment questions.
2. Veterans' Preference Documentation, if applicable. Veterans’ preference does not apply to this vacancy. Any supporting documentation received from veterans will be retained to document veteran’s status for appointment purposes, if selected.
- To claim 5-point preference, submit a copy of your DD-214 Certificate of Release or Discharge from Active Duty.
- To claim 10-point preference, submit all required documentation outlined on the SF-15 (Application for 10-Point Veteran Preference) to support your claim (e.g., DD-214, official statement from the Department of Veterans Affairs, etc.). If we cannot verify your 10-point preference claim, your application will be reviewed for 5-point preference.
- To claim 10-point derived preference (i.e., spouses, widows, widowers or mothers of veterans), submit a completed SF-15 and all required documentation listed on the SF-15 to support your claim.
- To claim 0-point Sole Survivorship preference, submit a copy of your DD-214 or another form of official documentation showing that your discharge or release from active duty occurred on or after August 29, 2008 and was based on a sole survivorship discharge.
- For all preference claims:
- DD-214 Member 4 copies are preferred and must show the dates of service, type of discharge, and any qualifying service campaign medals.
- For more veterans’ preference information, visit the USAJOBS Help Center.
3. ICTAP/CTAP documentation, if applicable. Visit our agency’s ICTAP and CTAP sites for required documentation.
How to Apply
Prepare your application in USAJOBS
To start your application, click Apply and we’ll walk you through the process to attach a resume and any required documents.
During the application process you can review, edit, delete, and update your information. We’ll automatically save your progress as you go, so you won’t lose any changes. You have until 11:59 p.m. Eastern Time (ET) on the closing date of this announcement to complete the application process.
STEP 1: Select the "Apply" button and follow the instructions to register or sign into USAJOBS.
STEP 2: Submit your resume. Please see the Required Documents section for specific information that should be outlined in your resume.
STEP 3: Complete the online assessment questions.
STEP 4: Submit all required documentation applicable to you, as listed in the Required Documents section.
To learn how to view the status of your submitted supporting documentation and application, visit the Application Instructions section of our agency’s Civil Service selection process site.
Technical assistance with your on-line application is available through the Help Desk at mgshelp@monster.com or by calling (866) 656-6830 between the hours of 7:00 a.m. and 7:00 p.m. ET
Alternate Application Procedures
If applying online poses an extreme hardship, you may request alternate application procedures to submit your application package. Contact the Human Resources office listed on the announcement between the business hours of 8:15 a.m. and 5:00 p.m. ET at least 2 working days prior to the closing date of this announcement. The application package for alternate application procedures must be submitted and received in the Human Resources office no later than 11:59 p.m. ET on the closing date of this announcement. Paper applications and information sent by mail will not be accepted.
Next steps
Once the online application package is received, you will be notified through USAJOBS of receipt of your application and referral or non-referral to the hiring official for further consideration. If further evaluation or interviews are required, you will be contacted. If a tentative job offer is made, the Department of State will conduct a suitability and/or security background investigation.
You will be notified up to three times during the hiring process:
- Upon receipt of your application.
- After the List of Applicants is issued.
- After final selection is made.
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