Information Technology Specialist (Customer Support)

Summary

This position is located at the Headquarter Office (HQ) in Arlington, Virginia. IT specialists support an information technology (IT) portfolio that encompasses the following cloud and on-premises platforms: 1) Software-as-a-Service, 2) Infrastructure-as-a-Service, 3) Platform-as-a-Service, 4) Security Access Service Edge, and 5) Network as a Service. The IT specialist further support enterprise infrastructure, including computers & mobile devices, Fortinet networking devices, & VTC room system

Duties

Provide technical support to customers who need advice, assistance, and training in applying hardware and software systems. Manage special projects that have a significant impact on the delivery of customer support services (e.g., infrastructure, onboarding and offboarding, or work force relocation). Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services and develop and implement performance criteria to ensure that requirements are achieved. Resolve the most difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and computer configurations. Work with network specialists, applications developers, and security specialists to troubleshoot and prevent recurring problems. Evaluate specifications and features of new products, perform product comparisons, feasibility and cost-benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management. May serve as a 508 coordinator by installing the proper codes to make OneABMC Intranet, the internal website, and ABMC documents and electronic records accessible to people with disabilities.

Qualifications and evaluation

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Education

Educational substitution is not allowed for this series/grade level (Please do not upload transcripts as they will not be reviewed)

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13016369 You will receive an email notification when your application has been received. To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.

Required documents

To apply for this position, you must provide a complete Application Package which includes Resume that includes: 1) personal information such as name, address, contact information; 2) education; 3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment (month/year); title, If including Federal service experience, provide pay plan, series and grade, i.e. GS-0301-09, other qualifications. Please limit your resume to two (2) pages. If more than two (2) pages, it will not be accepted in USA Jobs. Please note it is highly recommended that your resume is in the format that is recommended by USA Jobs. To learn how to format the resume go to USA Jobs Helpdesk Current Federal employees: Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent non-award SF-50 AND Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute. Applicants applying under other authorities (CTAP/ICTAP) must submit the appropriate documentation establishing their eligibility. If you submit multiple copies of the same document, only your most recent uploaded document (by date & time stamp) will be considered. If your resume or supporting documents are illegible or unreadable, or if you fail to include any of the above-mentioned required documents, you may lose consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. You may not be considered for any hiring eligibilities that you fail to list and/or support with proper documentation. Applicants who disqualify themselves will not be considered further. If your application materials contain sensitive or inappropriate information, including but not limited to: photographs; classified or government sensitive information; copied and pasted portions of this job announcement; obscene information, etc., you may not be considered. Falsifying your background, education, and/or experience is cause for non-selection, disqualification from further consideration or withdrawal of tentative or final job offers.

Additional information

Relocation Incentive MAY be authorized. Recruitment Incentive MAY be authorized for new to federal employment selectees. In accordance with VOW to Hire Heroes Act of 2011 (Public Law 112-56), Current military members may apply by submitting a "certification" of active service in lieu of a DD-214. A "certification" letter should be on letterhead of the appropriate military branch of the service and contain: (1) your rank; (2) dates of active duty service; (3) type of discharge and projected character of service (i.e. honorable); (4) projected Veteran's preference, if applicable; (5) date terminal leave begins, if applicable; (6) date of expected discharge or release that is within 120 days of your employment application submission; and (7) signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters. If selected, your qualifying separation, veteran's preference, and/or appointment eligibility will be verified prior to appointment. Active-duty members that fail to provide a valid "certification" of service with their initial application will be found to have an incomplete application. Military members may be appointed before the effective date of their military retirement/separation if on terminal leave. Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions. Interagency Career Transition Assistance Program (ICTAP): If you have never worked for the Federal government, you are not ICTAP eligible. View information about ICTAP eligibility on OPM's Career Transition Resources website. To receive selection priority, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position; and (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority, applicants must satisfy all qualification requirements for the position and have a rating of 85 or above. Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements, you may review the information at the following links: Males born after December 31, 1959, must be registered or exempt from Selective Service. As a condition of employment for accepting this position, you may be required to serve a one-year probationary period during which 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: Upon completion of your one-year probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. These are not Bargaining Unit positions. Persons with Disabilities-Schedule A Special Hiring Authorities for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities Family of Overseas Employees Peace Corp/VISTA your performance and conduct; the 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 the Federal service. ACTIVE-DUTY SERVICE MEMBERS: