Duties

SUMMARY CONTINUED:
There is one vacancy; however, this announcement may be used to fill additional vacancies if they become available.
As an IT Specialist (Customer Service) within the DOI, USGS, Water Mission Area (WMA), Enterprise Technology Office (ETO) Infrastructure and Services Branch (ISB), End User and Lab Support (EULS), some of your specific duties will include:

• Diagnoses and resolves unique, unusual, difficult, and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and providing written analysis and guidance to be used when addressing similar problems in the future.
• Researches, evaluates, and provides feedback on problematic trends and incident and request trends and patterns in customer support requirements, assessing overall customer support effectiveness. Researches, evaluates, and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and presents recommendations, in writing or orally, to a variety of stakeholders. Drafts related policy and procedures associated with new tools and approaches and develops implementing guidance.
• Develops customer support procedures, standards, and performance metrics for the organizations serviced. Drafts, reviews, and provides comments on procedures, standards, and metrics from higher levels within the organization.
• Researches and provides response to unique customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.
• Installs, configures, troubleshoots, and maintains customer hardware and software.
• Ensures application and accountability of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Requirements

Conditions of Employment

Key Requirements:

• This vacancy is limited to the first 35 applications received and will close at midnight Eastern Time on the day this application limit is reached regardless of the closing date specified in this vacancy announcement. Any application received prior to midnight Eastern Time of the day the application limit is reached will be accepted and considered. You are strongly encouraged to submit all required supporting documents at the time of application should the vacancy close earlier than stated in this announcement due to the applicant limit being reached. Supporting documents will not be accepted once the vacancy announcement closes.
• Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appointment. Individuals who have delinquent account balances from a previous Government charge card will be required to satisfy their existing obligation before a new card can be issued.
• A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
• 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.

How You Will Be Evaluated

• 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.

• 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.

  Required documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments.
  Resume
  

  • -Resumes are required. You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or other written form, then you must describe your job-related qualifications, including: beginning and ending dates for paid and non-paid work experience; hours worked per week; month and year of employment for each job title listed; annual salary; and description of job duties. Include name and address of employer; supervisor name and telephone number. Additional information on what to include can be found here.

  Supporting documents
  

  • -Upload any supporting documents identified in the Key Requirements section or included below as it applies to your eligibility. Supporting documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments

  Transcripts
  

  • -If this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide all unofficial transcripts (undergraduate, graduate, etc.), which includes semester hours earned and grade received, by the closing date of this announcement or you will be disqualified from further consideration. Please ensure that all documentation is legible.

  Veterans' Preference Eligibles
  

  • -If you are claiming veterans' preference you must provide a legible copy of your DD-214, Certificate of Release or Discharge from Active Duty, member 4 copy or any official documentation or statement from the Armed Forces that confirms your dates of service and that your separation, discharge, or release from active duty was under honorable conditions (i.e., Honorable or General Discharge). Note: If you have more than one DD-214 for multiple periods of active duty, submit a copy for each period of service.

  • -If you are currently on active military duty, you must provide documentation (e.g., campaign document, award citation, etc.), that verifies entitlement to veterans' preference and that your character of military service is honorable.

  • -If you are claiming 10-point veterans' preference, in addition to the documents specified above, you must also submit documentation that supports your claim, e.g., an official statement from the Department of Veterans Affairs (dated 1991 or later) or from a branch of the Armed Forces certifying the existence of a service-connected disability, or the award of the Purple Heart, etc. The overall rating must be identified on your certification letter or separation orders. Documentation must be received by the closing date shown in this vacancy announcement. If you fail to submit any of the required documentation, you will not be granted veterans' preference.

  Additional information on veterans' preference can be found in the VetGuide.
  Career Transition Assistance Plan (CTAP) & Inter-agency Career Transition Assistance Plan (ICTAP) Eligibles
  

  • -If you are claiming CTAP/ICTAP eligibility, the Servicing Human Resources Office must receive proof by the closing date of this announcement that you meet the requirements of 5 CFR 330 Subpart F for CTAP and 5 CFR 330 Subpart G for ICTAP or you will not receive priority consideration. This includes:

  • copy of the agency notice;
  • your most recent Performance Rating; and
  • your most recent SF-50 noting current position, grade level, and duty location.

  If you are a CTAP or ICTAP eligible, you will be considered well qualified if you earn a minimum score of 85 (prior to the assignment of veteran's preference points). For more information on CTAP/ICTAP please click here.

  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 schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  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.

• How to Apply

  • -Applications (resume and application questions) for this vacancy must be received on-line via USAJOBS BEFORE midnight Eastern Time (Washington, D.C. time) on the closing date of this announcement. If you fail to submit a complete online resume, you will not be considered for this position. Requests for extensions will not be granted. Most libraries, employment offices, and all USGS personnel offices can provide access to the Internet. If applying online poses a hardship for you, you must speak to someone in the Servicing Human Resources Office listed on this announcement PRIOR TO THE CLOSING DATE for assistance.

  • -Instructions for Applying Online for this Vacancy Announcement: 1)Click the blue "Apply Online" button. 2)If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile. 3)As a registered user, select a stored resume and select one or more of your stored documents to attach to your application. 4)Check the "Certification" box and click the "Apply for this position now!" button located at the bottom of the screen. 5)Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy. 6)Submit required documents. 7) If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.

  Agency contact information

  Melissa Barnhart

  Phone

  916-278-9412

  Email

  mabarnhart@usgs.gov

  Address

  INFRASTRUCTURE AND SERVICES BRANCH
  12201 Sunrise Valley Drive
  Mail Stop 600
  Reston, VA 20192
  US

  Next steps

  • -If you are rated as one of the most highly qualified candidates, you will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 30-45 days of the closing date of this announcement. You will be notified via email of the outcome. You can also go to "My Account" within USAJOBS to review your Application Status.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Criminal history inquiries
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents