Information Technology Specialist (Customer Support)

Summary For more information on the Department of Justice and the United States Attorneys' Offices, visit www.justice.gov/usao/ As needed, additional positions may be filled using this announcement. This position is also being announced under Merit Promotion Procedures under 26-NDCA-12855533-MS. Duties If selected for this position, you will join a well-respected team that is responsible for providing technical and analytical assistance which support the information management needs of the United States Attorney's Office. This position will be EITHER full time in the Oakland Branch office with occasional travel to San Francisco and San Jose for nationwide deployments OR will report to the San Francisco office and travel to the Oakland Branch office (at least 3 times per week) with occasional travel to San Jose for nationwide deployments. The incumbent will work in the San Francisco office for 6 months for training. Typical work assignments will include: Providing IT customer service and support in troubleshooting Resolving hardware and software interface and interoperability problems Implementing policies and procedures to ensure information systems reliability Monitoring functionality, security, and integrity of internet services Assist in the planning, development and coordination of litigation support and case management services Installing, configuring, troubleshooting, and maintaining customer hardware and software Responsibilities will increase and assignments will become more complex as your training and experience progress. Each grade has 10 step rates and GS employees are usually hired at step one of the applicable GS grade level at which the applicant qualified. The salary range for a GS-07 in San Francisco, California is $63,081.00 - $82,007.00 (step 1 through step 10). Requirements Conditions of employment You must be a U.S. Citizen or National Initial appointment is conditioned upon a satisfactory pre-employment adjudication. This includes fingerprint, credit and tax checks, and drug testing. Continued employment is subject to a favorable adjudication of a background investigation You must be registered for Selective Service, if applicable If selected, you may be required to complete a one year probationary period. You must meet all qualification requirements upon the closing date of this announcement. Qualifications Basic Requirement: In addition to specialized experience or education, individuals must meet the basic requirement of having IT-related experience demonstrating each of the four competencies listed below. 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 until provides, 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 respond appropriately. Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Specialized experience listed below could have been obtained in either the public or private sectors: GS-07: To be eligible at the GS-07 level, you must meet at least ONE of the following conditions, as defined below: Specialized Experience, Education (See education section), OR Combination of Education and Experience. Specialized Experience: At least one year of specialized experience equivalent to the GS-05 level in the Federal service performing the duties listed below: Providing software and hardware maintenance support Maintaining equipment inventories Providing user assistance on computer applications Assisting with network monitoring and management Education: One full year of graduate level education in a degree program 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. OR Combining Education and Experience: Combinations of successfully completed graduate education and experience. To compute this, first determine your qualifying experience as a percentage of the experience required. Second, determine your graduate education as a percentage of the education required. Then add the two percentages together. The total must equal at least 100% to qualify. OR Superior Academic Achievement: A Bachelor's Degree or expect to complete the requirements for a Bachelor's degree within the next 9 months AND possess at least one of the following criteria: class standing in the upper third of the graduating class; an overall GPA of 3.0 OR at least a 3.0 based on courses completed during the final two years of my curriculum; a GPA of at least 3.5 based on the average of required courses completed in my major field OR based on the average of required courses completed during the final two years of my curriculum; OR election to membership in a national scholastic honor society. Interagency Career Transition Assistance Plan (ICTAP)- The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP eligibility; 2) you apply under the instructions in the announcement; and 3) you are found well-qualified for this vacancy. To be well-qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria. You must provide proof of eligibility to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Additional information about ICTAP eligibility is at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ Career Transition Assistance Plan (CTAP)-The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies. If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ Education All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education. For a list of schools that meet this criteria, see http://www.ed.gov OR Education completed in foreign colleges or universities may be used to meet the above education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States. It is your responsibility to timely provide such evidence by submitting proof of creditability of education as evaluated by a credentialing agency with your application materials. More information may be found at http://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. All documentation must be in English or include an English translation. Additional information Payment of relocation expenses will not be authorized. Recruitment incentives may be paid to new or reappointed (after a 90 day break in service) federal employees as defined by 5 C.F.R. 575.103. The Department of Justice offers a comprehensive benefits package that includes, in part, paid vacation; sick leave; holidays; telework; life insurance; health benefits; and participation in life event management services and the Federal Employees Retirement System. Veterans' Preference - If you are entitled to Veterans' Preference, you must indicate the type of preference you are claiming by checking the appropriate box in the assessment questionnaire to indicate your preference and submit the required veterans' preference documentation as specified in the, "Required Documents" section of this vacancy announcement. Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov. Reasonable Accommodation Statement: Federal Agencies must provide reasonable accommodation to applicants with disabilities, where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. EEO Statement: The United States government does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. Political Appointees (Current or Former): The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. 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.