Summary
This is a Pathways Recent Graduate position. The Recent Graduate (RG) will receive on-the-job training as required to support the assignment area. The incumbent will serve as an entry level Information Technology Specialist (Customer Support), providing assistance and support for IT 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.
This job is open to
Clarification from the agency
This position is open to all U.S. Citizens
Duties
Duties include, but are limited to the following:
- diagnose and resolve recurring problems in response to customer reported IT incidents;
- report, respond to, and resolve customer IT requests;
- update and maintain problem tracking/ticketing systems to track and identify customer needs;
- installs configures and test software on customer workstations;
- install, configure, upgrade, and troubleshoot hardware and software components;
- present formal and informal training, guidance, and assistance to customers;
- provide routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance;
- participate in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services;
NOTE: This position has a minimum onsite presence of 3 days per week. This requirement may be modified during the training period.
Requirements
Conditions of Employment
- This position has a minimum onsite presence of 3 days per week.
- You must be a U.S. Citizen or National
- You must complete a background investigation
- Selective Service Registration is required, as applicable
- You may be required to complete a one-year probationary period
- You must maintain a bank account for direct deposit
- All qualification requirements for this position must be met by the closing date of this announcement
- Eligible and qualifying coursework must be completed prior to onboarding
- This position has a minimum onsite presence of 3 days per week.
To be eligible for the Recent Graduate program you must be either a:
- Recent graduate who has completed, within the previous two years, a qualifying associates, bachelors, masters, professional, doctorate, vocational or technical degree or certificate from a qualifying educational institution.
OR
- Veteran unable to apply within two years of receiving their degree, due to military service obligation (have as much as six years after degree completion to apply).
Conversion: Pathways Recent Graduates may be converted to a term or permanent position upon program completion. This is not automatic nor guaranteed; it is at the discretion of the employing office.
To be eligible for conversion, a Recent Graduate must: (1) complete at least one year of continuous service; (2) be a U.S. citizen; (3) demonstrate successful job performance (4) meet the qualification standards for the position to which converted; (5) receive a recommendation for conversion from the first-level supervisor; and (6) meet agency-specific requirements, as specified in the Participant Agreement.
Qualifications
SPECIALIZED EXPERIENCE GS-07: Applicants must have at least one (1) year of specialized experience at the next lower grade GS-05, or equivalent in other pay systems. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Specialized experience for this position must have been in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent: Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion; working directly with customers in obtaining information needed to establish or change accounts; translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language, and/or completion of specific, intensive training (for example, IT certification), as appropriate.
You 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.
OR
EDUCATION: At least 1 full academic year of graduate education 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.
OR
Superior Academic Achievement: is defined as 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. and eligibility for superior academic achievement (S.A.A.). S.A.A. is based on:
1.) Class standing -- Applicants must be in the upper third of the 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.
2.) Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9.
3.) Election to membership in a national scholastic honor society -- Applicants can be considered eligible based on membership in one of the national scholastic honor societies listed by the Association of College Honor Societies. Agencies considering eligibility based on any society not included in the list must ensure that the honor society meets the minimum requirements of the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision.
OR
COMBINATION OF EXPERIENCE AND EDUCATION: Combination of qualifying graduate education and experience equivalent to that described above.
NOTE: THIS INFORMATION MUST BE SUPPORTED IN YOUR RESUME/APPLICATION DOCUMENTS TO BE CONSIDERED FOR THE POSITION
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).
For more information on the qualifications for this position OPM Qualification Standards
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.
You must include months, years and hours per week worked to receive credit for your work and/or volunteer experience. One year of specialized experience is equivalent to 12 months at 40 hours per week. Part-time hours are prorated. You will not receive any credit for experience that does not indicate exact hours per week or is listed as "varies".
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.
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. Benefits Information
EEO Statement
Reasonable Accommodation Statement
Selective Service
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 for this job based on how well you meet the qualifications above.
Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
Your application will be evaluated in accordance with Office of Personnel Management's (OPM) Delegated Examining Procedures using category rating.
Your application will then be placed in one of three categories:
Best Qualified
Well Qualified
Qualified
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
- Technical Knowledge- IT Customer Support
-Analytical Ability
- Ability to communicate technical information
- Software/Hardware Installation
-IT Security
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 an online assessment. The online assessment measures critical general competencies required to perform the job.
You may preview questions for this vacancy.
Required Documents
Note: Failure to submit a resume or supporting documentation may result in elimination for further consideration.
The following documents are required and must be submitted by the closing date of this announcement.
1. Résumé/CV, 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. A complete Occupational Questionnaire.
3. Veteran 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.
4. Documentation that supports eligibility for the Recent Graduate program (examples include: Transcripts, Diplomas, Certificates, etc.)
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.
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
You must submit a complete application package by 11:59 PM (EST) on the closing date of this announcement.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click the Submit My Answers button to submit your application package.
* It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date of the announcement.
*To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, 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.
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.
This announcement may be used to fill additional positions if identical vacancies occur within 90 days of the issue date of the referral certificate.
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