IT Specialist (Customer Support)

As an IT Specialist (Customer Support), you will perform the following duties:

• Serve as an independent Customer Support Information Technology (IT) Specialist on the Information Technology help desk team. Assist customers with the resolution of Information Technology services, software and hardware problems encountered. Identify the nature of the customer's problems, to include loss of service, impact to the customer and the customer's expectations or needs for a resolution.
• Install, configure, troubleshoot, and maintain customer hardware and software, including assisting in the operation, installation and maintenance of equipment. Manage issues relative to desktop and web email access.
• Communicate help desk issues with other team members to ensure knowledge sharing. Draft software training instructions and manuals and distribute to end users and provide end user training on software products used by staff. Participate in enterprise collaboration and working groups to improve processes.
• Perform personal property accountability for IT assets or exit clearance procedures to ensure that all assigned property is appropriately accounted for.

NOTE: These duties are described at the full performance level of the ZP-3; the ZP-2 is developmental leading to such performance.

Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system., This position will be filled under the DOC Alternative Personnel System (CAPS). Under CAPS, positions are classified by career, pay plan, and pay band.

The ZP-2 is equivalent to the GS-07/09. The ZP-3 is equivalent to the GS-11/12. The Full Performance Level (FPL) is the ZP-3.

Key Requirements:

• Applicants must be U.S. Citizens.
• Suitable for Federal employment, as determined by background investigation.
• More requirements are listed under Qualifications and Additional Information.
• Must be registered for Selective Service, if applicable (www.sss.gov)
• Qualification requirements must be met by closing date of the announcement.

Additional Considerations:

• One year probationary period may be required.

• Payment of relocation expenses (PCS) is not authorized.

• Payment of relocation incentives OR recruitment incentives may be authorized. Note: Relocation incentives are for current federal employees only.

• This position requires Moderate Risk Security Clearance.

• Background investigation will be required. Continued employment is subject to applicant's successful completion of security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.

• Note: A one year probationary period will be required unless you are a current Department of Commerce (including NOAA) employee and are in the same line of work and with no more than a 30 day break in service.

As a condition of employment for accepting this position, for those required to serve a 1-year probationary period, we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• Your performance and conduct;
• Needs and interests of the agency;
• Whether your continued employment would advance organizational goals of the agency or the Government; and
• Whether your continued employment would advance the efficiency of then Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest., * Copy of your SF-50 "Notification of Personnel Action" documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL, etc;

• Copy of your latest performance appraisal including your rating; and

• Any documentation from your agency that shows your current promotion potential.

CTAP applicants MUST submit the following documents:

• Copy of your specific RIF notice; notice of proposed removal for failure to relocate; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice eligibility for discontinued service retirement, or similar notice).

• Copy of your SF-50 "Notification of Personnel Action", noting current position, grade level, and duty location;

• Copy of your latest performance appraisal including your rating; and

• Any documentation from your agency that shows your current promotion potential.

NOAA participates in e-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees.

The Federal Government is an Equal Opportunity Employer. Candidates will not be hired based on their race, sex, color, religion, or national origin.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution., Your responses to the application questions and/or assessment method will determine your placement in the appropriate quality category described above. Your responses must be substantiated by your resume and supporting documents. If you do not respond to the application questions you may be rated ineligible. Candidates placed in the "Gold" category will be identified first for referral to the hiring manager and may be invited for an interview.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Customer Service, Systems Testing and Evaluation, and Technical Competence

If referred, all relevant documents submitted with your application package will be forwarded to the hiring official for review. To preview the announcement questionnaire, click here: https://apply.usastaffing.gov/ViewQuestionnaire/12967730

Required Documents

REQUIRED DOCUMENTS (may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments):

1. Resume:

• Only resumes up to a total of two pages will be accepted. Applicants with resumes exceeding two pages will be removed from consideration. Reference the USAJobs Help Center for additional recommendations and instructions.
• You are encouraged to make your resume and profile searchable https://help.usajobs.gov/how-to/account/profile/searchable.
• You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume.
• If you use your own resume or curriculum vitae, for each work experience at a minimum, your resume should include; job title(s) (including job series and grade, if Federal); description of duties or work performed; starting and ending dates (month and year).
• Part-Time work must be clearly identified and include the number of hours per week; if not identified, then work will be assumed to be Full-Time. (NOTE: A full-time work schedule requires most employees to work 33-40 hours during the work week. A part-time schedule requires an employee to work less than full-time, typically 16-32 hours per week.)

2. Veterans' Preference Eligibles: If you are claiming veterans' preference you must provide a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy or any official documentation or statement from the Armed Forces that confirms your dates of service and that your separation, discharge, or release from active duty was under honorable conditions (i.e., Honorable or General Discharge). Note: If you have more than one DD-214 for multiple periods of active duty, submit a copy for each period of service.

Active Duty Service Members: You must submit a statement of discharge/certification of release or an official written document from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions no later than 120 days from the date the announcement closes. Enlisted Record Briefs and military identification do NOT qualify as official documentation. If the appropriate information is not submitted to confirm the discharge status, dates of service, etc., you will not be considered for this job opportunity under Veteran Preference procedures. To gain access to your DD-214 online please visit.

If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must also submit documentation that supports your claim, e.g., an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of the Purple Heart, completed SF-15, etc. The overall rating must be identified on your certification letter or separation orders. Documentation must be received by the closing date shown in this vacancy announcement. If you fail to submit any of the required documentation, you will not be granted veterans' preference., * Special Instructions for Foreign Education: Education completed in foreign colleges or universities must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You MUST provide a copy of the letter containing the results of the equivalency evaluation with a course by course listing along with your application. Failure to provide such documentation by the closing date of the announcement will result in lost consideration.

Do you have experience in Software installation?, Do you have a Bachelor's degree?, Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/

EDUCATION: There is no positive education requirement for this position.

To qualify for the 2210 series: IT COMPETENCIES: For all positions individuals qualifying based on experience must also have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

• 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.

-AND-

SPECIALIZED EXPERIENCE: Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. 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. This experience need not have been in the federal government.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 at the ZP-2 or GS-07 level: SPECIALIZED EXPERIENCE: In addition to meeting the IT Competencies above, applicants must also possess one full year (52 weeks) of specialized experience equivalent to the ZP-1 or GS-05 in the Federal service. Specialized experience MUST include all of the following:

• Assisting with Information Technology (IT) support as part of a team or communicating with customers to assist in with resolving IT issues.

OR

SUBSTITUTION OF EDUCATION: One full year of graduate-level 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: Demonstrated by a related bachelor's degree from an accredited college or university with one of the following. NOTE: It is your responsibility to ensure your application clearly states how you meet one of the provisions below (you must attach a copy of your transcripts showing completed degree and, if applicable, proof of national Scholastic Honor Society membership):

• A grade point average (GPA) of 2.9 or higher based on a 4.0 scale for all completed undergraduate courses, or those completed in the last 2 full years of undergraduate study;
• A GPA of 3.5 or higher based on a 4.0 scale for required courses completed in a major field of study, or those courses completed in a major field of study during the last two years of undergraduate study;
• Class standing of upper third of the graduating class in the college, university, or major subdivision of the college;
• Membership in a national Scholastic Honor Society certified by the Association of College Honor Societies, excluding freshman honor societies.

To qualify at the ZP-3 or GS-11 level: SPECIALIZED EXPERIENCE: In addition to meeting the IT Competencies above, applicants must also possess one full year (52 weeks) of specialized experience equivalent to the ZP-2 or GS-09 in the Federal service. Specialized experience MUST include all of the following:

• Providing application or program support for software, hardware or systems installations, configurations or troubleshooting; and
• Providing customer support for Information Technology related issues.

OR

SUBSTITUTION OF EDUCATION: A Ph.D. or equivalent doctoral 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 or 3 full years of progressively higher graduate education leading to a Ph.D. or equivalent doctoral degree.

Education

College Transcript: If you are qualifying based on education, submit a copy of your college transcript that lists college courses detailing each course by the number and department (i.e., Bio 101, Math 210, etc.), name of accredited institution, course title, number of credit hours and grade earned. You must submit evidence that any education completed in a foreign institution is equivalent to U.S. education standards with your resume. You may submit an unofficial copy of the transcript at the initial phase of the application process. If course content cannot be easily identified from the title of the course as listed on your transcript, you must submit an official course description from the college/university that reflects the content at the time the course was taken.

Note: Your college transcript is used to verify successful completion of degree, or college course work. An official college transcript will be required before you can report to duty., 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., Position sensitivity and risk Moderate Risk (MR) Jobs require a background check and some require a security clearance. The type depends on the job. Background check type

• Suitability/Fitness

Financial disclosure required No Some jobs require financial disclosure to identify conflicts of interests.

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.