IT Specialist

Summary This position is situated within the United States Patent and Trademark Office (USPTO), End User Services Office (EUSO), Collaborative Services Division (CSD). As an IT Specialist in the Videoconferencing, Streaming and Operations Branch (VSOB), the incumbent supports enterprise videoconferencing systems, unified and streaming communications, webcasting, and new media technologies, while assisting senior specialists in delivering collaborative solutions across the Agency. Responsibilities The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. We need your expertise if: GS-09: You're energized by coordinating the setup and facilitation of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences, working with team leaders and support staff to deliver services based on customer requirements. You're committed to supporting the planning, design, development, and deployment of audio/visual, streaming, and collaboration systems, including the installation and day-to-day operational support of hardware in conference rooms, training rooms, large meeting spaces, and offices. You thrive on troubleshooting audio/visual and collaboration system issues by isolating problems, documenting findings, responding to service tickets, and proactively monitoring system health. You're excited to assist with end-user training, account management, activity reporting, and the development and maintenance of standard operating procedures and technical documentation. GS-11: You're passionate about planning and leading the technical coordination and facilitation of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences, consulting directly with customers to define requirements and translating them into effective delivery models. You excel at designing and implementing audio/visual, streaming, and collaboration systems and services, including analyzing customer requirements, determining optimal hardware and software configurations, and supporting the installation and operational maintenance of equipment across a variety of room types. You're driven to research and resolve difficult to complex audio/visual and collaboration system issues, developing new methods and approaches as needed, and working with product technical representatives to track and resolve significant problems. You're meticulous about developing end-user training materials, technical documentation, user guides, and standard operating procedures while managing collaboration system accounts and ensuring accurate records of technical issues and resolutions are maintained. Requirements Conditions of Employment Qualifications You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Competency-Based Qualification Standard for the Information Technology Management Series, 2210 Applicants must meet the BASIC REQUIREMENTS of the College Graduate authority: Applicants must have received a baccalaureate or graduate degree from an institution of higher education and must apply no later than two years after the date the degree was received. OR Veteran who have completed a baccalaureate or graduate degree and were unable to apply within two years of obtaining their degree due to a uniformed service obligation of at least 4 years, may apply within two years of their discharge from uniformed service. Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be qualified for the GS-09 level, you must possess one full year (52 weeks) of specialized experience equivalent to the next lower grade level in the federal service. For this position, the next lower grade level is a GS-07. Specialized experience for this position includes: GS-09 Experience assisting with the setup, coordination, and technical support of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences. Experience installing, operating, and maintaining audio/visual hardware and collaboration systems using established procedures. Experience troubleshooting routine audio/visual, streaming, or collaboration system issues, identifying problems, and escalating more complex issues when necessary. Experience providing routine end-user assistance, basic training, account support, and maintaining standard operating procedures or technical documentation. Basic Requirement Competencies: 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 competencies, as defined: Attention to Detail Customer Service Interpersonal Skills Reasoning Teamwork To be qualified for the GS-11 level, you must possess one full year (52 weeks) of specialized experience equivalent to the next lower grade level in the federal service: For this position, the next lower grade level is a GS-09. Specialized experience for this position includes: GS-11 Experience independently coordinating and providing technical coordination for virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences based on customer requirements. Experience independently installing, configuring, operating, and maintaining audio/visual hardware and collaboration systems across multiple meeting environments. Experience analyzing and resolving complex or non-routine audio/visual, streaming, or collaboration system problems, including identifying root causes and recommending corrective actions. Experience providing technical guidance and training end-users, managing user access or accounts, and developing or updating technical procedures and documentation. Basic Requirement Competencies: 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 competencies, as defined: Attention to Detail Customer Service Interpersonal Skills Problem Solving Teamwork Technical Competence 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. Education Education is required to establish eligibility under the College Graduate Hiring Authority; however, education may not be used in lieu of demonstrating the qualification competencies and specialized experience requirements. Additional Information If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Non-Bargaining Unit position. This is a Public Trust position and has a risk level designation of "moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. 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.