What are the responsibilities and job description for the IT Specialist (CustSpt) position at National Park Service?
The purpose of this position is to perform work involving the performance of routine and recurring assignments providing information technology (IT) customer support independently or in support of the work of a more senior specialist.
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.
BASIC REQUIREMENTS:
EXPERIENCE: IT-related experience; experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (i.e., IT certification) and must demonstrate that you meet each of these four competencies:
1)Attention to Detail - Is thorough when performing work and conscientious about attending to detail;
2) Customer Service - Works with clients and customers 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;
3) Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately; and
4) Problem solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
-OR-
EDUCATION: Possess a master's degree or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's degree or equivalent degree in a major study of computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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 your transcript(s). IMPORTANT - PLEASE NOTE: You must document your course work and/or degree completed in your resume or other application materials you submit. You must submit a copy of your transcripts, or a complete list of college courses taken that identifies for each course the college or university, semester or quarter hours earned, grade received, and date completed. If you do not submit specific course work information as described previously, your application will be rated not qualified for consideration. (A copy of your official transcripts will be required before entrance on duty, if selected.)
To qualify for this position at the GS-09 grade level, you must possess all of the following minimum qualifications by close of the announcement:
EXPERIENCE: Possess one year of specialized experience equivalent to at least the GS-07 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 and is typically in or related to the work of the position to be filled. Such experience is typically gained in the Information Technology (IT) field or through the performance of work where the primary concern is IT. Specialized experience should include: assisting in the implementation and maintenance of network and systems services; monitoring network and systems performance and troubleshooting routine problems; documenting and initiating response to security problems; and providing guidance and training to customers in accessing network and systems services.You must include hours per week worked.
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.
Qualifications:
All qualifications must be met by the closing date of this announcement-05/08/2023-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.
BASIC REQUIREMENTS:
EXPERIENCE: IT-related experience; experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (i.e., IT certification) and must demonstrate that you meet each of these four competencies:
1)Attention to Detail - Is thorough when performing work and conscientious about attending to detail;
2) Customer Service - Works with clients and customers 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;
3) Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately; and
4) Problem solving- Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
-OR-
EDUCATION: Possess a master's degree or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's degree or equivalent degree in a major study of computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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 your transcript(s). IMPORTANT - PLEASE NOTE: You must document your course work and/or degree completed in your resume or other application materials you submit. You must submit a copy of your transcripts, or a complete list of college courses taken that identifies for each course the college or university, semester or quarter hours earned, grade received, and date completed. If you do not submit specific course work information as described previously, your application will be rated not qualified for consideration. (A copy of your official transcripts will be required before entrance on duty, if selected.)
To qualify for this position at the GS-09 grade level, you must possess all of the following minimum qualifications by close of the announcement:
EXPERIENCE: Possess one year of specialized experience equivalent to at least the GS-07 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 and is typically in or related to the work of the position to be filled. Such experience is typically gained in the Information Technology (IT) field or through the performance of work where the primary concern is IT. Specialized experience should include: assisting in the implementation and maintenance of network and systems services; monitoring network and systems performance and troubleshooting routine problems; documenting and initiating response to security problems; and providing guidance and training to customers in accessing network and systems services.You must include hours per week worked.
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.
Responsibilities:
- 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.
- Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
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