Information Technology Specialist (Systems Analysis/Customer Support)

Summary This Information Technology Specialist with primary focus on specialized scientific and laboratory endpoint IT support for both APHIS and Agricultural Research Service (ARS) users at NBAF in a combined services environment. Duties The duties may include, but are not limited to: Providing daily, customer focused technical support for researchers, technicians, administrative, and support staff for successful resolution of common hardware and software problems Supporting laboratory and scientific IT programs and projects as project team member and as Subject Matter Expert (SME) to identify customer needs, system requirements and to recommend potential solutions. Providing in-depth technical expertise to team members including support to design features, hardware, software, or operating systems capabilities, system integration and interoperability requirements. Providing support for user-focused small database applications using Microsoft Access, Microsoft Excel, and FileMaker Pro solutions. Identify and resolves a variety of large and small-scale problems with computer systems, equipment, and software. Utilize helpdesk/IT service management (ITSM) software for issue tracking, documenting problems and resolutions, and generating routine and ad hoc reports. Requirements Conditions of employment You must be a US Citizen or US National. Individuals who were born male after 12/31/1959 must be Selective Service registered or exempt. Subject to satisfactory adjudication of background investigation and/or fingerprint check. Successful completion of one-year probationary period, unless previously served. Refer to the Next Steps section for more information. Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit E-Verify at https://www.e-verify.gov/ Testing Designated Position: Selectee must submit to a urinalysis to screen for illegal drug use prior to appointment and random testing thereafter. Final appointment and continued employment is conditional on negative results for illegal drug use. All USDA employees are required to be enrolled in Continuous Vetting, which authorizes government agencies to receive notifications of criminal activity on individuals who hold low risk, public trust, or national security positions. May be required to successfully complete a probationary and a trial period. Refer to the Next Steps section for more information. Qualifications Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement, including specialized experience and/or education, as defined below. FOR THE GS-12 LEVEL: Applicants must have one year of specialized experience (equivalent to the GS-11 grade level) that demonstrates: Uses enterprise IT service management (ServiceNow) and helpdesk platforms to perform incident management, knowledge management, and asset tracking. Troubleshoot and resolved complex hardware, software, and interoperability issues involving Windows and macOS endpoints, scientific laboratory instrumentation, and specialized applications. Gathered technical requirements from stakeholders, analyzed operational needs, and developed recommendations for IT solutions. Note: There is no education substitution for this grade level. 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. 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 There is no education requirement. Additional 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 well qualified, which means having knowledge, skills, abilities, and/or competencies that exceed the minimum qualification requirements for this position. CTAP/ICTAP applicants may be required to take a manual assessment and must receive a rating of at least 85 out of a possible 100. 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. This is a term appointment not to exceed 13 months. (Appointment may be extended up to 4 years without reannouncing). For more details click: Term Appointments Is also expected to wear appropriate personal safety equipment. Some lifting of equipment weighing 50 lbs. or less such as microcomputers and printers may be required. 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. 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.