IT Specialist (Customer Support)

Summary This position is located in the National Oceanic and Atmospheric Administration (NOAA), National Marine Fisheries Service (NMFS), Alaska Regional Office (AKRO), Information Services Division (ISD), with 1 vacancy in Juneau, AK or Anchorage, AK. This position is also announced under vacancy number NMFS AKRO-26-12967729-ST, which is open to Status Candidates. You must apply to both announcements if you want to be considered for both. Learn more about this agency Duties As an IT Specialist (Customer Support), you will perform the following duties: Serve as an independent Customer Support Information Technology (IT) Specialist on the Information Technology help desk team. Assist customers with the resolution of Information Technology services, software and hardware problems encountered. Identify the nature of the customer's problems, to include loss of service, impact to the customer and the customer's expectations or needs for a resolution. Install, configure, troubleshoot, and maintain customer hardware and software, including assisting in the operation, installation and maintenance of equipment. Manage issues relative to desktop and web email access. Communicate help desk issues with other team members to ensure knowledge sharing. Draft software training instructions and manuals and distribute to end users and provide end user training on software products used by staff. Participate in enterprise collaboration and working groups to improve processes. Perform personal property accountability for IT assets or exit clearance procedures to ensure that all assigned property is appropriately accounted for. NOTE: These duties are described at the full performance level of the ZP-3; the ZP-2 is developmental leading to such performance. Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system. Requirements Conditions of employment This position will be filled under the DOC Alternative Personnel System (CAPS). Under CAPS, positions are classified by career, pay plan, and pay band. The ZP-2 is equivalent to the GS-07/09. The ZP-3 is equivalent to the GS-11/12. The Full Performance Level (FPL) is the ZP-3. Key Requirements: Applicants must be U.S. Citizens. Suitable for Federal employment, as determined by background investigation. More requirements are listed under Qualifications and Additional Information. Must be registered for Selective Service, if applicable (www.sss.gov) Qualification requirements must be met by closing date of the announcement. Additional Considerations: One year probationary period may be required. Payment of relocation expenses (PCS) is not authorized. Payment of relocation incentives OR recruitment incentives may be authorized. Note: Relocation incentives are for current federal employees only. This position requires Moderate Risk Security Clearance. Background investigation will be required. Continued employment is subject to applicant's successful completion of security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination. *Note: A one year probationary period will be required unless you are a current Department of Commerce (including NOAA) employee and are in the same line of work and with no more than a 30 day break in service. As a condition of employment for accepting this position, for those required to serve a 1-year probationary period, we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: Your performance and conduct; Needs and interests of the agency; Whether your continued employment would advance organizational goals of the agency or the Government; and Whether your continued employment would advance the efficiency of then Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/ EDUCATION: There is no positive education requirement for this position. To qualify for the 2210 series: IT COMPETENCIES: For all positions individuals qualifying based on experience must also have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. 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. -AND- SPECIALIZED EXPERIENCE: Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government.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. To qualify at the ZP-2 or GS-07 level: SPECIALIZED EXPERIENCE: In addition to meeting the IT Competencies above, applicants must also possess one full year (52 weeks) of specialized experience equivalent to the ZP-1 or GS-05 in the Federal service. Specialized experience MUST include all of the following: Assisting with Information Technology (IT) support as part of a team or communicating with customers to assist in with resolving IT issues. OR SUBSTITUTION OF EDUCATION: One full year of graduate-level education in 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 SUPERIOR ACADEMIC ACHIEVEMENT: Demonstrated by a related bachelor's degree from an accredited college or university with one of the following. NOTE: It is your responsibility to ensure your application clearly states how you meet one of the provisions below (you must attach a copy of your transcripts showing completed degree and, if applicable, proof of national Scholastic Honor Society membership): A grade point average (GPA) of 2.9 or higher based on a 4.0 scale for all completed undergraduate courses, or those completed in the last 2 full years of undergraduate study; A GPA of 3.5 or higher based on a 4.0 scale for required courses completed in a major field of study, or those courses completed in a major field of study during the last two years of undergraduate study; Class standing of upper third of the graduating class in the college, university, or major subdivision of the college; Membership in a national Scholastic Honor Society certified by the Association of College Honor Societies, excluding freshman honor societies. To qualify at the ZP-3 or GS-11 level: SPECIALIZED EXPERIENCE: In addition to meeting the IT Competencies above, applicants must also possess one full year (52 weeks) of specialized experience equivalent to the ZP-2 or GS-09 in the Federal service. Specialized experience MUST include all of the following: Providing application or program support for software, hardware or systems installations, configurations or troubleshooting; and Providing customer support for Information Technology related issues. OR SUBSTITUTION OF EDUCATION: A Ph.D. or equivalent doctoral degree in 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 3 full years of progressively higher graduate education leading to a Ph.D. or equivalent doctoral degree. Education College Transcript: If you are qualifying based on education, submit a copy of your college transcript that lists college courses detailing each course by the number and department (i.e., Bio 101, Math 210, etc.), name of accredited institution, course title, number of credit hours and grade earned. You must submit evidence that any education completed in a foreign institution is equivalent to U.S. education standards with your resume. You may submit an unofficial copy of the transcript at the initial phase of the application process. If course content cannot be easily identified from the title of the course as listed on your transcript, you must submit an official course description from the college/university that reflects the content at the time the course was taken. Note: Your college transcript is used to verify successful completion of degree, or college course work. An official college transcript will be required before you can report to duty. Education completed in colleges or universities outside the United States may be used to meet the above requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit: OPM Foreign Education Evaluation. Additional information ICTAP and CTAP Candidates: Eligible for selection priority if it is determined that they have exceeded the minimum qualifications by attaining at least a rating of 85 out of 100. Information about ICTAP eligibility is on OPM's Career Transition Resources website at: Employee Guide to Career Transition. ICTAP applicants MUST submit the following documents: Copy of your RIF separation notice; notice of proposed removal for failure to relocate; notice of disability annuity termination; certification from your former agency that it cannot place you after your recovery from a compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement; Copy of your SF-50 "Notification of Personnel Action" documenting your RIF separation, noting your positions, grade level, and duty location, and/or Agency certification of inability to place you through RPL, etc; Copy of your latest performance appraisal including your rating; and Any documentation from your agency that shows your current promotion potential. CTAP applicants MUST submit the following documents: Copy of your specific RIF notice; notice of proposed removal for failure to relocate; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice eligibility for discontinued service retirement, or similar notice). Copy of your SF-50 "Notification of Personnel Action", noting current position, grade level, and duty location; Copy of your latest performance appraisal including your rating; and Any documentation from your agency that shows your current promotion potential. NOAA participates in e-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees. The Federal Government is an Equal Opportunity Employer. Candidates will not be hired based on their race, sex, color, religion, or national origin. Expand Hide  additional information 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.