Military Spouse Connection Jobs

Summary Applications under this job opportunity announcement will be considered under merit promotion (internal competitive) procedures and consideration is limited to those specified in the "Hiring Path". If you are not eligible under this announcement, see 24-ITSB-12433837-DE-TE which can be accessed at http://jobsearch.USAJOBS.gov/ Responsibilities This job opportunity is located in the Information Technology Support Branch, National Processing Center (NPC), Jeffersonville, Indiana. This position provides for planning and delivery of customer support services at the point of computer user/specialist interface, including installation, configuration, troubleshooting, customer assistance, and/or training. This position is included in the bargaining unit. The individual selected for this position has responsibility to: Diagnose and resolve problems in response to customer-reported incidents, as well as develop and maintain problem tracking and resolution databases. Research, evaluate, document, and provide feedback on problematic trends. Serve as a conduit and facilitator for the end user(s) to describe and identify a problem to be resolved using policies, profiles, or practices. Develop testing and written instructions for new procedures and special projects. Install, configure, upgrade, troubleshoot, and maintain hardware and software. Tour of Duty: Monday through Friday, 7:00 a.m. to 3:30 p.m. Alternate Work Schedule and other flexible work schedules may be available on a to be determined basis. Alternate Work Schedule is an 80-hour biweekly basic work requirement that is scheduled in less than 10 days; i.e., eight 9-hour days/nights, one 8-hour day/night, and one day off. Positions may include evening or weekend work, hours will vary. This job opportunity announcement may be used to fill additional vacancies. Requirements Conditions of Employment You must meet all qualification requirements by the closing date of this announcement. Candidates may be required to clear the fingerprint process and initiate the required background investigation prior to final selection. A one-year probationary period may be required. Qualifications Time-in-Grade: In addition to specialized experience, you must meet the time in grade requirement. Current and former Federal civilian employees must have held a position at the grade 05 for at least 52 weeks in the Federal Service for promotion to the grade 07; and at the grade 07 for at least 52 weeks in the Federal Service for promotion to the grade 09. Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as VEOA eligible which do not require time-in-grade/band. Time-in-grade requirements do not apply for the grade 05. Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. 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. 3. Oral Communication - Expresses information (for example, ides 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 clues, and responds appropriately. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Specialized Experience: Is typically gained in the IT field or through performance of work where the primary concern is IT. You qualify at the 05 level if you possess one year of general experience that is IT related and equips you with the skills needed to perform the job. This general experience must have been equivalent to at least the grade 04 level to meet the requirements in the Federal Service. You qualify at the 07 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 05 level to meet the qualification requirements in the Federal Service. Specialized experience is defined as experience diagnosing and resolving basic computer problems; keeping a log of work performed; creating and routing trouble tickets using an automated service request system; installing, configuring, and maintaining hardware and software in a Microsoft domain; working with a large user base and associated computers in compliance with required policy and IT standards; and providing account management support, client connectivity support and client application support for various devices. You qualify at the Grade 09 level if you possess one year of specialized experience that equips you with the skills needed to perform the job duties. This specialized experience must have been equivalent to at least the grade 07 level to meet the qualification requirements in the Federal Service. Specialized experience is defined as experience diagnosing and resolving unique and/or uncommon customer-reported computer incidents requiring investigation or research; receiving requests from email and telephone; developing and maintaining problem tracking and resolution databases within a ticketing system; experience with confidential and protected data and systems requirements; installing, configuring, troubleshooting, and maintaining customer hardware and software in a Microsoft domain; experience with the deployment of application packages and images using a Microsoft System Center Configuration Manager (SCCM) system; and utilizing remote assistance tools to troubleshoot or resolve unique problems with customer services. Education Substitution: Education may be substituted for the required specialized experience. Undergraduate or Graduate Education: 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. Grade 05: Bachelor's degree. Grade 07: 1 full year of graduate level education or superior academic achievement (S.A.A). S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2years of the curriculum. Election to membership in a national scholastic honor society - Applicants can be considered eligible based on membership in one of the national scholastic honor societies. These honor societies are listed by the Association of College Honor Societies. Grade 09: Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate degree. Employees on a permanent appointment who were hired through a Recruiting Bulletin, who have not served in their current appointment for at least 90 days, are not eligible to apply. However, if this vacancy is in the same line of work as your current position (same qualification requirements), and selection for this position would not result in a promotion action the 90 day waiting period does not apply. 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 Additional Information The following links provide information on various hiring authorities that may enable you to apply through merit assignment procedures, or be eligible for a non-competitive appointment. Feds Hire Vets - Veterans - Job Seekers - Special Hiring Authorities Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP) candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining a rating of at least 85 out of 100. Information about CTAP/ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: USAJOBS Help Center | Unique Hiring PathsUSAJOBS Help Center | Unique Hiring Paths CTAP applicants MUST submit the following documents: A copy of your Reduction In Force (RIF) separation notice; notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; 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 of eligibility for discontinued service retirement, or similar notice). A copy of your latest SF-50 "Notification of Personnel Action", - noting current position, grade/band level, and duty location; A copy of your last performance appraisal including rating; and Any documentation from your bureau/operating unit that shows your current promotion potential. ICTAP applicants MUST submit the following documents: A copy of your Reduction In Force (RIF) separation notice; notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; notice of disability annuity termination; certification from your former agency that it cannot place you after your recovery from a work-related compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement. A copy of your SF-50 "Notification of Personnel Action", documenting your RIF separation, noting your position, grade/band level, and duty location, and/or Agency certification of inability to place you through RPL, etc.; A copy of your latest performance appraisal including your rating; and Any documentation from your agency that shows your current promotion potential. The Department of Commerce provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, notify the Human Resources Branch. The decision on granting reasonable accommodation will be on a case-by-case basis. TTY users can contact the Human Resources Branch via the Federal Relay Service, 1-812-218-3610. The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, membership in an employee organization, or any other non-merit factor. Employees who receive a buyout and subsequently return to positions in a Federal agency within 5 years after the date of separation, on which the payment is based, whether by reemployment or contracts for personal service, are generally obligated to repay the full amount of the buyout to the agency that paid it before the individual's first day of reemployment.