What are the responsibilities and job description for the IT Specialist (CUSTSPT), CG-2210-13 position at US Federal Deposit Insurance Corporation?
Duties
- Responsible for managing and executing customer service related support activities. Inputs, acknowledges receipt of, and successfully resolves, customer IT service requests and incidents utilizing the FDIC’s IT Service Management (ITSM) tool.
- Serves as the IT coordinator of CIOO services and related delivery systems for customers located in FDIC Regional, Area or Field Offices. Utilizes remote management and troubleshooting tools for a highly mobile workforce.
- Serves as the IT coordinator in the implementation of IT improvements, technical refresh initiatives, office relocations and renovations, and service implementations within FDIC locations.
- Manages, participates in and supports projects, using standard IT project management principles and practices. Serves as project manager as needed.
- Supports, monitors, patches and implements changes associated with IT systems, hardware, software and services within their geographic area of responsibility. Monitors and applies FDIC IT security policies and practices associated with the delivery of customer support services.
- Serves as a team member of the Customer Support Services Section (CSSS) that partners and collaborates with Headquarters, Regional and Field counterparts to identify, address and share solutions for issues that may arise with a wide array of systems and services supported by the section.
- Monitors and analyzes the IT environment in order to propose changes to the infrastructure, computing platforms, applications, tools, practices and standard operating procedures based on operational and business needs.
- Provides guidance to customers with information concerning CIOO standards, policies and procedures.
Requirements
Conditions of Employment
Registration with the Selective Service.
U.S. Citizenship is required.
Employment Conditions.
Completion of Financial Disclosure may be required.
Minimum Background Investigation (MBI) required.
Qualifications
Experience troubleshooting and resolving hardware and software issues related to Microsoft Operating Systems and MS Office Suite; remote access capabilities; repairing laptops, desktops, and printers; imaging of workstations; and networking consisting of configuring and troubleshooting workstations to connect to wired and wireless networks.
- 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.
Education
There is no substitution of education for the experience for this position.
Additional information
Selectee(s) for this position will be required to report to their duty station office at least 3 day per pay period beginning January 2, 2024, and at their supervisor’s direction to support mission and project needs. In person reporting requirements are expected to increase in July 2024.
If selected, you may be required to serve a probationary period.
To read about your rights and responsibilities as an applicant for Federal employment, click here.
Additional selections may be made from this vacancy announcement to fill identical vacancies that occur subsequent to this 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.
In addition to the regular benefits offered by Federal agencies, the FDIC offers additional benefits to its employees. These benefits, some at minimal cost, are some of the best and most competitive in both the private and public sectors.
To find out more, click here.
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 do not need to respond separately to these KSAs. Your answers to the online questionnaire and resume will serve as responses to the KSAs.
Your resume and the online assessment questionnaire will be reviewed to determine whether you meet the qualification requirements outlined in this announcement. Therefore, it is imperative that your resume contain sufficiently detailed information upon which to make the qualification determination. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, and if the position is/was in the Federal government, you should provide the position series and grade level.
Your resume will also be evaluated to measure your responses to the assessment questions. If you rated yourself higher on the questionnaire than what is supported by your resume, your overall qualifications assessment may be adversely affected.
If you are found qualified, you will be placed in one of three categories: Best Qualified, Highly Qualified, or Qualified. These category assignments are a measure of the degree in which your background and responses to the assessment questions match the competencies/knowledge, skills, and abilities (KSAs) listed below. Within these categories, candidates eligible for veterans’ preference will receive selection priority over non-veterans.
1. Skill in applying Information Technology Infrastructure Library (ITIL) principles and practices and methods of service desk and customer relationship management, project control, information processes, resource management and tiered IT support structure Tier 0-Tier 4.
2. Knowledge of project management principles, methods and practices, including development of project plans and schedules, resource requirement estimation, milestone definition, project control activities and risk management.
3. Knowledge of IT platforms, WAN/LAN, laptop, wireless, hardware, software, operating systems, windows scripting languages, remote access, multi-factor authentication, mobile technologies and services.
4. Knowledge of automated patch management tools for multiple operating systems and applications.
5. Ability to establish and maintain effective working relationships with persons at all levels within and outside of the corporation.
6. Ability to effectively communicate in writing.
7. Ability to effectively communicate orally
You do not need to respond separately to these KSAs. Your answers to the online questionnaire and resume will serve as responses to the KSAs.
You may preview questions for this vacancy.
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.
In addition to the regular benefits offered by Federal agencies, the FDIC offers additional benefits to its employees. These benefits, some at minimal cost, are some of the best and most competitive in both the private and public sectors.
To find out more, click here.
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.
Failure to provide all of the required documentation as stated in this vacancy announcement, may result in an ineligible determination or may affect your consideration status. Please review the following to determine your eligibility and which document(s) is required to complete your application.VETERANS’ PREFERENCE: If you are claiming veterans’ preference, click here. (Note: Veterans must submit the Member 4 copy of the DD 214, Certificate of Release or Discharge from Active Duty – or other copy showing the type of discharge/character of service [e.g., Honorable, Under Honorable Conditions, etc.] along with any other required documents (e.g., DD-214, VA Letter, SF-15, etc.) to demonstrate veterans’ preference eligibility.)INTERAGENCY CAREER TRANSITION ASSISTANCE PROGRAM (ICTAP): If you are a displaced or surplus Federal employee eligible for consideration under the ICTAP, you must submit proof of eligibility. 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
To begin, click the “Apply” button and follow the prompts. If you haven’t already, register and establish a USAJOBS account. After you register online, click the “Apply” button to complete the online assessment questionnaire, and submit all required documents. Please be sure to click “Submit Application” to complete the application process. You must apply online.
Applicants requesting an exception from the online process must contact the Human Resources Specialist or point of contact listed in this announcement prior to 12:00 noon local time on the closing date.
To return to your saved application, log in to your USAJOBS account and click on “Applications” tab. Click on the “Position Title,” and then select “Update Application” or “Additional Application Information” to continue.
You have until 11:59 p.m. ET (Eastern Time) on the closing date of this announcement to complete the application process.
Please ensure you have completed the application process by verifying the status of your application on-line to reflect: “Received”. Failure to complete the application process will result in an incomplete application and you will not be considered for the position.
Agency contact information
Matthew Hendricks
Phone
415-808-8161
TDD
1-800-925-4618
Fax
000-000-0000
Email
mahendricks@fdic.gov
Address
Federal Deposit Insurance Corporation
FDIC Human Resources Branch
25 Jessie Street
Suite 1200
San Francisco, California 94105
United StatesNext steps
You may check the status of your application on-line 24 hours a day, 7 days a week through USAJOBS by signing in and selecting "Application Status." Thank you for your interest in working for the Federal Deposit Insurance Corporation.
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
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
INTERAGENCY CAREER TRANSITION ASSISTANCE PROGRAM (ICTAP): If you are a displaced or surplus Federal employee eligible for consideration under the ICTAP, you must submit proof of eligibility. 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
The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Clarification from the agency
This position is open to all United States Citizens. Applicants with status or those eligible under special hiring authorities, should apply under FDIC merit promotion announcement 2024-CIOO-B200. However, if you desire consideration also under this public non-status announcement, you must apply to both. Status applicants are current permanent Federal employees in the competitive service and former Federal employees with reinstatement eligibility.
