Information Technology Specialist

There are two is one vacancies available in one of the following potential duty locations: Harrisburg, PA

This position is located at USDA-OCIO-Client Experience Center Technical Support Division.

This is not a remote position, you will be required to be in your duty station office per CEC telework policy.

Qualifications:

You must meet the following requirements by the closing date of this announcement.

For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service,or equivalent, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes:

Experience performing Information Technology (IT) work that involves experience demonstrating developing, delivering, and supporting IT systems and services sufficient to analyze a number of alternative approaches and suggested responses to IT issues, problems, and concerns, in order to independently provide various information technology customer services and support per customer requirements.

Examples of such experience could include:
- Completing computer project assignments that required a wide range of experience of IT support, deployment and customer service requirements and techniques pertinent to providing IT customer support, generally demonstrated by assignments where you analyze a number of alternative approaches and suggested responses to IT issues, problems and concerns; OR
-Experience independently providing various information technology customer services and support, such as Imaging, managing and deploying customer workstations and peripherals through the entire life cycle; OR
- Experience installing, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software on workstations; resolving workstation security issues; and identifying administrative and technical requirements associated with personnel, changes in office functions, office closures, etc.

OR

You may substitute education for general or specialized experience as follows: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in one or a combination of the following fields: 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.

For the GS-09, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service, which have equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Specialized experience for this position includes:

Experience performing IT work assisting senior specialists by applying basic IT principles and practices sufficient to perform structured, entry-level work designed to develop broader and more in-depth experience and skill needed to perform higher level assignments, communicate factual and procedural information clearly, orally and in writing, and gather and analyze basic facts and draw conclusions in order to complete tasked assignments and support per customer requirements.

Examples of such experience could include:
- Applying pertinent techniques to assist with projects led by a Project Manager such as imaging, managing, and deploying customer workstations and peripherals; OR- Performing initial diagnosis for troubleshooting user account problems and provide workstation user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access); OR
- Analyze approaches and leveraging suggestions to assist with Installation, troubleshooting and updating certified Commercial-Off-the-Shelf (COTS) and customized software.

OR

You may substitute education for general or specialized experience as follows: Master's degree or equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Education should be 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.

All academic degrees and coursework must be from accredited or pre-accredited institutions. Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit.

The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.

In addition to specialized experience, individuals must have IT-related experience demonstrating each of the four competencies listed below.
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. 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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:

For the GS-11, you must have been at the GS-9 level for 52 weeks.
For the GS-9, you must have been at the GS-7 level for 52 weeks.

Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Responsibilities:

The following are the duties of this position at the GS-11. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

• Provide user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues. Coordinate with customers to ensure they request the appropriate permissions through their security staff.
• Work with CEC staff in selecting, piloting, testing, and implementation of certified hardware and software based on user requirements and CEC policy.
• Serve as an Information Technology Specialist who provides support, assistance, liaison services and limited end-user getting started training to customer agency personnel.
• Analyze and resolve operational problems and monitors overall customer satisfaction rates, maintains operational standards set at management levels and is accountable for delivery of customer satisfaction.