Information Technology Specialist (Systems Analysis/Customer Support)

Summary

In this position, you will provide daily, customer focused technical support for researchers, technicians, administrative, and support staff for successful resolution of common hardware and software problems encountered with Windows and Macintosh computers, as well as specialized scientific, proprietary, and organizational hardware and software in laboratory environments.

Duties

• The duties may include, but are not limited to:
• Prepares and presents reports, presentations, displays, or other items necessary to effectively communicate with upper management, peers, internal and external customers, organization and contractors.
• Provides support for a variety of Windows and Mac computer systems, equipment, and software, including operational support for system components as they relate to specialty laboratory equipment.
• Identifies and resolves common hardware and software problems encountered with IT equipment.
• Utilizes helpdesk/IT service management (ITSM) software for issue tracking, documenting problems and resolutions, and generating routine and ad hoc reports.
• Assists with asset management procedures and ensures proper inventory procedures are followed and maintained.
• Assists with the installation and integration of system patches, updates, incident remediation on end user workstations for both Windows and Mac clients.
• Assists with planning and procurement of IT goods and services including life-cycle Mac and Windows hardware replacement, commercial and government off-the-shelf software.
• Researches, tests, and proposes new information technology solutions to meet the ever-changing needs of the scientific community and its stakeholders.
• Provides support for assigned location as well as remote offices and laboratories.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. TIME-IN-GRADE: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. FOR THE GS-12 LEVEL: Applicants must have one year of specialized experience (equivalent to the GS-11 level) that may have been obtained in the private or public (local, county, state, Federal) sectors which demonstrates: Troubleshooting and resolving a range of technical issues involving computers, devices, and mixed hardware/software environments. Providing general technical guidance on system capabilities, configurations, and integration needs under normal supervision. Assisting with the installation and integration of system patches, updates, and enhancements to Windows and Mac workstations. In addition, all applicants qualifying based on experience must have IT-related experience demonstrating each of the four competencies listed below. Applicants must demonstrate possession of these competencies within the body of the resume; no separate statements addressing them are required. 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. Note: There is no education substitution for this grade level. 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

This position does not have an education qualification requirement. How You Will Be Evaluated

You will be evaluated based on your qualifications for this position as evidenced by your experience, education, training, responses to the application questionnaire and the responses to all assessments required for this position demonstrated in your application package to determine the degree to which you possess the knowledge, skills, abilities, and competencies listed below: Accountability Attention to Detail Customer Service Decision Making Flexibility Influencing/Negotiating Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Note: If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service. Cheating on the online assessment may also result in your removal from consideration. Additional Information - USA Hire Online Assessment All applicants are required to complete the online USA Hire assessment to be considered for the position for this vacancy. Applicants will not be given the opportunity to complete the online USA Hire assessment outside of the assigned assessment window for this vacancy. The assessment window closes 48 hours after the posted closing date and time of the announcement. The assessment window closes 48 hours after the posted closing date and time of the announcement. To preview the application questionnaire, please visit: https://apply.usastaffing.gov/ViewQuestionnaire/13106434 Other Information

Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors. CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100 to receive selection priority. Veterans who are preference eligible or who have been separated from the armed forces under honorable conditions after three years or more of continuous active service are eligible for consideration under the Veteran's Employment Opportunity Act (VEOA). For more information on applying under special hiring authorities such as the Veteran's Recruitment Act (VRA), 30 percent disabled veterans, Schedule A Disabled, etc., explore the different Hiring Paths on the USAJOBS website. Farm Service Agency (FSA) County Employees: Permanent County employees without prior Federal tenure who are selected for a Civil Service position under Public Law 105-277 will be given a career-conditional appointment and must serve a 1-year probationary period. Land Management Workforce Flexibility Act (LMWFA) provides current or former temporary or term employees of federal land management agencies opportunity to compete for permanent competitive service positions. Refer to PUBLIC LAW 114-47-AUG. 7, 2015. First time hires to the federal government normally start at the lowest rate of the salary range for the grade selected. Travel, transportation, and relocation expenses will not be paid. Any travel, transportation, and relocation expense associated with reporting for duty will be the responsibility of the selected employee. Locality pay will vary based upon the selectee's duty location. A final salary determination will be made upon selection. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here.