IT Specialist (CustSpt)

Explore a new career with the BLM – where our people are our most precious resource.
This position is located in Headquarters/ Division of Customer Relationship Management (HQ560). Information about locations and the surrounding area can be found at .

We expect to fill few vacancies at this time; however, additional positions may be filled from this announcement if they become available.

Overview

• Accepting applications

• Open & closing dates

  09/16/2024 to 09/23/2024

  
  

  This job will close when we have received 100 applications which may be sooner than the closing date.

• Salary

  $49,025 – $77,955 per year
  Salary shown is the Rest of the US pay table; salary will be determined by your assigned duty station.

  
  
• Pay scale & grade
  

  GS 7 – 9

• Locations

  Few vacancies in the following locations:

  
  
• Remote job
  

  No

• Telework eligible

  Yes-as determined by the agency policy.

  
  
• Travel Required

  Occasional travel – You may be expected to travel for this position.

• Relocation expenses reimbursed
  

  No

• Appointment type
  

  Permanent

• Work schedule
  

  Full-time

• Service
  

  Competitive

• Promotion potential
  

  9

• Job family (Series)
• Supervisory status
  

  No

• Security clearance
• Drug test
  

  No

• Position sensitivity and risk
• Trust determination process
• Financial disclosure
  

  No

• Bargaining unit status
• Announcement number

  HQDE-24-12540624-CP

  
  
• Control number
  

  809802900

This job is open to

Clarification from the agency

Duties

• Resolves a full range of customer problems and maintains relationships with customers with diverse needs.
• Provides moderately technical or complex information about products and services.
• Assess customers’ needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services.
• Provides assistance and support for assignments and projects relative to the delivery of customer support services.
• Performs routine and recurring assignments in identifying and resolving recurring and routine issues and problems as they arise.
• Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals and equipment.
• Maintains problem tracking and resolution databases and monitors reported problems for possible trends.
• Installs, configures, troubleshoots and maintains common customer hardware and software.

Requirements

Conditions of Employment

• U.S. Citizenship is required. Direct Deposit Required.
• Be sure to read the “How to Apply” and “Required Documents” Sections.
• You cannot hold an active real estate license; nor can you have an interest or hold stocks in firms with interest in Federal Land.
• Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.
• May require a one-year probationary period.

Qualifications

In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements – please be sure to include this information in your resume. No assumptions will be made about your experience.
For all positions individuals must 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.

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, 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.
4. Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

AND

FOR GS-07: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-05 level that is equivalent in difficulty and complexity. Specialized experience is defined as work with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.

-OR-

Education: 1 full year of graduate level education or Superior Academic Achievement (S.A.A). Superior Academic Achievement (See OPM’s General Policies, ) S.A.A. must have been gained in a curriculum that is qualifying for the position to be filled.

FOR GS-09: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-07 level that is equivalent in difficulty and complexity. Specialized experience is defined as applying customer support principles for
installing computers, troubleshooting computer problems, communicating problem and resolutions to customers, documenting actions taken, providing training and guidance to customers, and assisting other IT specialists in resolving complex problems, i.e. servers, networks, IT security.

-OR-

Education: 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.

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.

Applicants must meet both eligibility and qualification requirements for the position of interest by the closing date of the announcement.

Education

All academic degrees and coursework must be from accredited or pre-accredited institutions.

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.

If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information.

Additional information

Career Transition Assistance Plan (CTAP)/lnteragency Career Transition Assistance Program (ICTAP): These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well qualified for the position with a score of 85 or above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information: or

Males born after 12/31/59 must be registered for

DOI uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit: www.dhs.gov/e-verify

Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. If eligible and qualified, you may be offered a recruitment or relocation incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information visit: or or .
Travel and relocation expenses will not be paid by the Department of the Interior. Any travel, transportation and relocation expenses associated with reporting for duty in this position will be the responsibility of the selected employee.

The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis. The selectee may be allowed to telework with supervisor approval.

This is a bargaining unit position represented by the American Federation of Government Employees Chapter 2600.

This position is considered a career ladder opportunity, with a full performance level of GS-09. If selected at a lower grade level, you may be non-competitively promoted to the next grade level at the discretion of your supervisor and is contingent upon meeting regulatory and legal requirements for promotion, satisfactory performance, and the availability of higher-level work. Promotion is not guaranteed, and no promise of promotion is implied.

Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies within the same occupational series, grade, full performance level and in the same geographic location(s), including within the same metro/commuting area. Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration.

• Benefits

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the application process is complete, we will review your application to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume, supporting documentation and responses to the online questionnaire will be made. Your responses to the online questionnaire will be used to measure the degree to which your background matches the requirements for this position. Qualified applicants will be placed in one of three predefined categories: Best Qualified, Well Qualified and Qualified. However, your resume must support your responses to the scored occupational questionnaire, or your score may be lowered. Within these categories, applicants eligible for veteran’s preference will receive selection priority over non-veterans. Candidates placed in the Best Qualified category will be identified for further consideration through an additional assessment required for this position.

You will be assessed on the following competencies (please ensure these are reflected in your resume for full consideration):

Attention to Detail – Is thorough when performing work and conscientious about attending to detail.

Customer Service (Clerical/Technical) – Works and communicates with clients and customers (e.g., any individuals who use or receive the services or products that your work unit provides. Including individuals who work in your agency or in other agencies or organizations outside the Government) to satisfy their expectations. Committed to quality services.

Problem Solving – Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires successful completion of the following additional assessment: Subject Matter Expert Resume Panel Review. These assessments measure the critical competencies listed above that are required to successfully perform the job.

Candidates placed in the Best Qualified category after the second assessment is completed will be identified for referral to the hiring manager and may be contacted for an interview.

• Benefits
• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have – whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies.

  
  
  

  To apply for this position, you must submit a complete Application Package which includes:

  Resume or Application. At a minimum, your resume MUST contain job title (include job series and grade, if federal), duties, starting and ending dates (month and year), and hours worked per week. USAJOBS has a template to ensure a complete resume.

  
  
  

  Your resume will be used to validate your responses to the assessment tool(s). Failure to provide required information will result in loss of eligibility. You are welcome to submit an optional cover letter.
  Transcripts: If using education to qualify, submit a copy of ALL your college transcripts or a list of ALL college courses that include hours and grades from an accredited U.S. college/university. If your degree is from a Foreign Institution, . Upon selection, official transcripts must be received prior to appointment.
  Veterans: If you are claiming veterans’ preference you must submit a copy of your DD-214, ‘Certificate of Release or Discharge from Active Duty,’ (Member 4 copy is preferred), showing the dates of active duty, type of discharge, and character of service (must be honorable) OR written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted.

  If you are claiming 10-point veterans’ preference, in addition to the documents specified above, you must submit documentation that supports your claim as shown on the back of the .

  
  

  If you are claiming Sole Survivorship Veterans’ Preference (SSP), please provide the documentation you received granting this preference.

  Additional information on veterans’ preference can be found in the .

  
  

  Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) eligibles: Submit documentation verifying your CTAP/ICTAP eligibility – this includes a copy of the agency notice and your most recent SF-50 noting current position, grade level and duty location.

  Please note that documents selected for transfer from your USAJOBS profile are NOT automatically added to your application. You need to transfer your document(s) in the ‘Documents’ step during the application process.

  
  
  

  Hard copy paper supplemental documents, submitted without prior Human Resources approval, will be considered as an incomplete application.

  
  

  Required documentation must be submitted by 11:59 p.m. Eastern Time, on the closing date of this announcement.

  
  
  

  If you are relying on your education to meet qualification requirements:

  
  

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from .

  
  
  

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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