What are the responsibilities and job description for the IT Specialist (CustSpt) position at US Bureau of Reclamation?
Duties
The primary duties of this position are:
- 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.
- Duties will be developmental in nature when filled below the full performance level (FPL GS-09).
Requirements
Conditions of Employment
- You must be a U.S. Citizen or U.S. National.
- You must be suitable for federal employment, determined by a background investigation.
- You must submit a resume and supporting documentation (see Required Documents).
- You must submit eligibility documents for veterans consideration (see Required Documents).
- You must meet any minimum education and/or experience requirements (see Qualifications).
- You must submit transcript(s) to verify education requirements (see Qualifications/Education).
- You must maintain a valid State Driver's License at all times as the position requires operation of government vehicles on government and public roads. Failure to maintain a valid State Driver's License at all times will result in removal from the position
Who May Apply:
- Career Transition Assistance Plan (CTAP)
- Interagency Career Transition Assistance Plan (ICTAP)
Qualifications
GS-07 Specialized and Other Experience: One year of specialized experience which includes Information Technology (IT) related experience in customer support, including, the ability to identify and resolve issues and problems and contribute to process documents. Specialized experience for this position includes coordinating customer support activities to receive, respond to, and ensure complete resolution of more complex IT tickets. This includes installation, configuration, troubleshooting IT systems, and good communication with customers. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05).
OR
Education: One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level education from an accredited or pre-accredited institution 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: Successful completion of all the requirements for a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, bachelor's degree from an accredited or pre-accredited institution 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. Superior Academic Achievement is based on: (1) Class Standing - You 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; OR (2) Grade-Point Average (G.P.A.) - You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your 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.; OR (3) Honor Society Membership - You may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/).
GS-09 Specialized and Other Experience: One year of specialized experience which includes supporting customers with a variety of hardware and software functions and providing technical support to include configuration, installation, testing, integration and troubleshooting of various operating systems and applications. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).
OR
Master's degree or equivalent graduate degree in a related field such as Computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management.
OR
Two full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree in a related field such as 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. 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 GS-5 through GS-15 (or equivalent): For all positions individuals must 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.
The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:
(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.
(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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.
(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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.
(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.
Education
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 meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 06/14/2024.
This vacancy announcement allows substituting education for experience at the GS-07 and GS-09 grade levels. You must submit a copy of college transcript(s) (unofficial copy is acceptable) to support claimed education if substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not-qualified for the position.
You will be required to provide unofficial college transcripts to verify educational qualifications, if selected. An official transcript must be sent directly from the University's Registrar's office and must be provided from the institution awarding the degree. Academic transcripts certified by notary publics are NOT official. Official transcripts must be submitted prior to reporting to work as a condition of employment. Failure to submit official transcripts may be grounds for dismissal or rescission of the job offer.
Accreditation: Only education from an accredited college or university recognized by the Department of Education is acceptable to meet education requirements or to substitute for experience, if applicable. For additional info, refer to the Office of Personnel Management and U.S. Department of Education.
Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. For additional info, refer to the U.S. Network for Education Information.
Additional information
You may be required to serve an initial probationary period.
Reclamation has determined that the duties of this position are suitable for telework and you may be allowed to telework with supervisory approval.
If otherwise eligible and qualified, you may request consideration for a Superior Qualifications Appointment. For information, visit: OPM Fact Sheet.
Related non-Federal experience or related experience as retired members of the uniformed services may be credited towards computing entitlement to leave accrual, at managerial discretion, providing that experience meets certain criteria. This provision allows new employees to earn annual leave at a higher rate than would otherwise be allowed. (5 Code of Federal Regulations, 630). For additional information, please visit: Creditable Service for Annual Leave
DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including applicant rights and responsibilities, please visit https://www.e-verify.gov/
This position is designated as a Non-Sensitive Low Risk position. It requires a fully completed and favorably adjudicated Public Trust Suitability Background Investigation (T1) that is current (within the last 5 years). This is a condition of employment.
Male applicants born after December 31, 1959 must certify registration with the Selective Service System or that the applicant is exempt from having to do so under the Selective Service Law. Go to: https://www.sss.gov
Additional vacancies may be filled using this job 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.
Category rating and selection procedures will be used to evaluate applications from this announcement. If an applicant meets the basic qualification requirements, his/her on-line responses to the vacancy assessment questionnaire will be used to determine the quality and extent of his/her experience, education, training, etc., for placement in one of the following categories: 1) Best Qualified, 2) Well Qualified, and 3) Qualified. Qualified candidates will be assigned a numerical score on a scale of 70-100. The Category Rating Process does not add veterans' preference points or apply the "rule of three" but protects the rights of Veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher). The assessment questionnaire will take approximately 30 minutes to complete.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide to the application questionnaire, and the result of the additional assessments required for this position. You will be assessed on the following Competencies (knowledge, skills, abilities, and other characteristics):
- Accountability
- Customer Service
- Teamwork
- Technical Competence
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 successful completion of additional assessment(s), including a 2nd Hurdle SME Resume Review Panel.
The application questionnaire can be previewed here: https://apply.usastaffing.gov/ViewQuestionnaire/12423387
Your answers will be verified against information provided in your resume. Your resume must clearly support the responses to all the questions by addressing experience, education, and/or training relevant to this position. You must make a fair and accurate assessment of your qualifications. If a determination is made that you have rated yourself higher than what is apparent in the description of your experience, competencies, skills, and/or education/training (or that your resume/application is incomplete), you could be rated ineligible or your score could be lowered.
For evaluating the quality of candidates for referral to the selecting official, a three-phased process will be used.
Phase 1: Applicant resumes will be reviewed by Human Resources to ensure they meet the basic qualification requirements (see definition of specialized experience). If applicants meet basic qualifications, they will continue on to the second phase and will be given an interim score based on the application questionnaire, which will take the applicant approximately 60 minutes to complete when initially applying. With information received from the applicant assessment questionnaire in the first phase, applicant's will be evaluated on the following Competencies: Accountability, Customer Service, Teamwork, and Technical Competence
Phase 2: Candidates who pass the first phase will have their resumes forwarded to a Subject Matter Expert(s) who will evaluate each eligible candidate's resume on the competencies listed above.
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.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
Phase 3: Candidates will be given a final score which combines the scores from the first and second phases. Those candidates who score as best qualified will be referred to the selecting official for consideration.
Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies with the same occupational series, grade, full performance level and in the same geographic location(s). Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration. You may choose to opt in of having your information shared with other agencies when applying for this position. If an agency requests a copy of a certificate you are on, you will be notified.
Please submit the supporting documents outlined below applicable to your claimed eligibility status and the position and grade to which you are applying. Failing to submit required documents will result in non-consideration due to an incomplete application package.
RESUME: You must submit a resume that demonstrates how skills and experiences through job duties meet the qualifications and requirements listed in the job announcement to be considered for the job. Each job experience must include dates of employment including start and end dates (month and year), work schedule (full-time or part-time), and hours worked per week. For more information, click here.
TRANSCRIPTS: Required for candidates using education as a basis for qualifications.
VETERANS: If you are entitled to veterans' preference, you must submit a copy of your latest Certificate of Release or Discharge from Active Duty, DD-214 (copy indicating character of service) or other proof of your service which includes character of service. If claiming disability preference, you must also submit the disability letter from the Department of Veterans Affairs or Armed Service and the Application for 10-Point Veteran Preference, Standard Form 15. For more information, click here.
CAREER TRANSITION PROGRAMS: Permanent Federal employees who are surplus, displaced, or involuntarily separated. You must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, you must be well-qualified (i.e., meet the minimum qualification requirements, including selective factors, education and experience requirements) and score at least 85.0 on the assessment questionnaire as established, and be able to perform the duties of the position upon entry. For more information, click here.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
Applications (resume, assessment questionnaire, and supporting documentation) for this vacancy MUST be received online BEFORE midnight Eastern Time (Washington, DC time) on 06/14/2024. To apply, click the blue APPLY ONLINE button at the top of the page.
Do not submit photographs with the application package. Documents with photographs may not be seen by hiring officials - applicant must remove any images from badges, licenses, etc.Agency contact information
BOR CA Great Basin Human Resources Office
Phone
916-978-5476
Fax
916-978-5563
Email
mpjobs@usbr.gov
Address
Div of Information Management Services
Bureau of Reclamation
2800 Cottage Way
Sacramento, CA 95825
USNext steps
Upon successful submission of the application packet, applicants will receive a confirmation email from USAJOBS. If this email confirmation is not received by the applicant, the application has not yet been accepted by the system.
After all application packages have been received, resumes and supporting document(s) will be reviewed to ensure applicants meet the basic qualification requirements. Each applicant who meets the basic qualifications will be further evaluated on the information provided in the resume, application questionnaire, and other assessment criteria identified in the "How You Will Be Evaluated" section above. Best-qualified applicants will be referred to the selecting official. After making a tentative job offer, a suitability and/or security background investigation will be conducted. A final job offer is typically made within 40 days after the deadline for applications. Applicants should monitor their status for positions with the Bureau of Reclamation by regularly checking their public status notifications in the USAJOBS profile.Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Criminal history inquiries
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
Phase 3: Candidates will be given a final score which combines the scores from the first and second phases. Those candidates who score as best qualified will be referred to the selecting official for consideration.
Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies with the same occupational series, grade, full performance level and in the same geographic location(s). Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration. You may choose to opt in of having your information shared with other agencies when applying for this position. If an agency requests a copy of a certificate you are on, you will be notified.
Please submit the supporting documents outlined below applicable to your claimed eligibility status and the position and grade to which you are applying. Failing to submit required documents will result in non-consideration due to an incomplete application package.
RESUME: You must submit a resume that demonstrates how skills and experiences through job duties meet the qualifications and requirements listed in the job announcement to be considered for the job. Each job experience must include dates of employment including start and end dates (month and year), work schedule (full-time or part-time), and hours worked per week. For more information, click here.
TRANSCRIPTS: Required for candidates using education as a basis for qualifications.
VETERANS: If you are entitled to veterans' preference, you must submit a copy of your latest Certificate of Release or Discharge from Active Duty, DD-214 (copy indicating character of service) or other proof of your service which includes character of service. If claiming disability preference, you must also submit the disability letter from the Department of Veterans Affairs or Armed Service and the Application for 10-Point Veteran Preference, Standard Form 15. For more information, click here.
CAREER TRANSITION PROGRAMS: Permanent Federal employees who are surplus, displaced, or involuntarily separated. You must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, you must be well-qualified (i.e., meet the minimum qualification requirements, including selective factors, education and experience requirements) and score at least 85.0 on the assessment questionnaire as established, and be able to perform the duties of the position upon entry. For more information, click here.
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.
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Clarification from the agency
U.S. Citizens and U.S. Nationals
