IT Specialist (Customer Support)

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-26-12967730-DE, which is open to all US Citizens or Nationals. You must apply to both announcements if you want to be considered for both.

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.

Responsibilities:

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.

Salary : $69,987