Information Technology Specialist (Customer Support)

Summary

"The Federal Law Enforcement Training Centers (FLETC), through strategic partnerships, prepares the federal law enforcement community to safeguard America's people, property, and institutions." We are a unique inter-agency organization preparing the next generation of law enforcement officers to meet our Nation's most pressing security challenges." Click here to learn more.

Duties

Serving as a Information Technology Specialist (Customer Support) GS-2210-13 makes you a valuable member of the Federal Law Enforcement Training Centers (FLETC) team and mission. This position is located in the Enterprise IT Services Division (ITS) under the Chief Information Officer Directorate (CIO) in Glynco, GA. The primary purpose of this position is senior Information Technology Specialist (Customer Support) with a primary focus on enterprise-wide IT customer support services and processes rather than site specific Training Delivery Point (TDP) operations. Typical duties include: Serve as the enterprise SME for IT customer support, including service desk operations, end-user device support, and collaboration and endpoint services across multiple TDPs. Develop, standardize, and maintain enterprise customer support policies, procedures, runbooks, knowledge articles, escalation paths, and service catalog entries. Coordinate with TDP IT leads, service owners, infrastructure teams, vendors, and stakeholders to align local support practices with enterprise standards and resolve complex cross-site issues. Provide technical guidance, mentoring, and enterprise escalation support to customer support personnel on complex issues, standards, and recommended practices. Support the design, implementation, documentation, and continuous refinement of ITSM processes, including incident, request, problem, change, and knowledge management. Analyze support data, service-level measures, KPIs, customer satisfaction results, and incident trends to identify systemic issues and recommend process, tool, training, automation, and self-service improvements. Provide COR/ACOR and project support for enterprise customer support and ITSM contracts and initiatives, including reviewing technical deliverables, maintaining contract documentation, monitoring contractor performance, and reporting project status, risks, and corrective actions. View common definitions of terms found in this announcement: Common Definitions.

Qualifications and evaluation

A resume must be no more than two pages. If an applicant's resume exceeds two pages, the USAJOBS database will not allow the application to be submitted. 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), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Attention to Detail, Customer Service, Decision Making, Information Management, Interpersonal Skills, Oral Communication, Problem Solving, Teamwork, and Technical Competence. Competency-Based Qualification Standard for the Information Technology Management Series, 2210 To be considered for this position, you must complete all required steps in the process, including the application and the USA Hire Assessment. Online assessment: Applicants must complete the online USA Hire Competency Based Assessments measuring critical general competencies required to perform the job. Examples used in the assessment may include general situations not directly related to customer experience. Applicants submitting complete application packages and completing the online assessment will move on to the next phase of the assessment process. The USA Hire Assessment 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. If you are the best qualified, you may be referred to the hiring manager for consideration and may be called for an interview. To preview the application questionnaire, click: https://apply.usastaffing.gov/ViewQuestionnaire/13108139 Due weight will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). Veterans Employment Opportunities Act (VEOA): To be eligible for a VEOA appointment, the veteran must be 1) be a preference eligible; or 2) be a veteran separated after 3 or more years of continuous active service performed under honorable conditions. In addition, you must submit the supporting documents listed under the required documents section of this announcement. (Note: Veteran's preference does not apply under Merit Promotion procedures. View VEOA information on Feds Hire Vets.) Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. After FLETC completes its hiring, the resumes of the remaining candidates referred for selection consideration may be shared with other DHS Components. During the application process, you may choose to opt-in if you would like your name, application material, and assessment results to be shared. There is no guarantee of further consideration, and you can continue to explore other job opportunity announcements.

Education

Not Applicable

How to apply

Only resumes up to a total of two pages will be accepted. Applicants with resumes exceeding two pages will be removed from consideration. 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 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. For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us 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 announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. All application materials, including transcripts, must be in English. If you are unable to apply online or need to submit a document you do not have in electronic form, visit this link for more information regarding an alternate application process. Applications and supporting documentation will not be accepted by mail or email. The address below is for inquiries only. You may apply more than once, but the most recent application is the only one that will be used. It is your responsibility to verify that any information entered or uploaded is received and is accurate. Human Resources will not modify or change any part of your application. Determining your eligibility and qualifications is dependent on the supporting documentation and information provided, which may impact your referral for further consideration. If a document is not legible, you will not be able to view it in your application. Applicants must submit all required documentation to properly qualify for this position.

Required documents

Your resume (click the link for information on what to include). If you are a current or former Federal employee, your resume must indicate the GS or pay band level for each position held. Limit your resume to no more than two pages. The USAJOBS database will not allow an applicant to submit an application that includes a resume over two pages. Your responses to the job questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/13108139 Are you a current or former federal employee? Submit your most recent SF-50, Notification of Personnel Action that demonstrates your eligibility for consideration, e.g., length of time you have been in your current grade; your highest grade held; your current promotion potential and proof of permanent appointment if applying based on an interchange agreement. Examples of appropriate SF-50s include promotions, within-grade increases and accessions. Are you a veteran? You must provide acceptable documentation of your preference or appointment eligibility. The member 4 copy of your DD214, "Certificate of Release or Discharge from Active Duty," is preferable. If claiming 10 point preference, you will need to submit a Standard Form (SF-15), "Application for 10-point Veterans' Preference." If applying based on eligibility under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces that you will be discharged or released from active duty within 120 days from the date on the certification. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions. View more veterans' information. Are you claiming special priority selection rights under the Career Transition Assistance Program/Interagency Career Transition Assistance Program (CTAP/ICTAP)? Submit the following: A copy of your agency notice, A copy of your most recent performance rating, and A copy of your most recent SF-50, Notification of Personnel Action, noting your current position, grade level, and duty location. Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment: Position title, Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee), Agency, Beginning and ending dates of appointment. Are you applying under special hiring authorities as a military spouse? Provide a copy of your: Marriage certificate, and Your spouse's PCS orders or a completed SF-15 with supporting documentation. Are you applying under Schedule A hiring authority for persons with severe disabilities? Provide evidence of your intellectual disability, severe physical disability, or psychiatric disability obtained from a licensed medical professional (e.g., a physician or other medical professional certified by a state, the District of Columbia, or a U.S. territory to practice medicine); a licensed vocational rehabilitation specialist (i.e., state or private); or any Federal agency, state agency, or agency of the District of Columbia or a U.S. territory that issues or provides disability benefit. Information on documentation can be found here. If you are referred, you may be asked to provide a copy of your recent performance appraisal and/or incentive awards. DO NOT SUBMIT with APPLICATION.

Additional information

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 here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire Background Investigation: To ensure the accomplishment of our mission, FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Secret as a condition of placement in this position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs. Physical Demands: The work is primarily sedentary, performed while seated at a desk or workstation. Some work may require walking and standing in conjunction with travel and attending meetings and conferences away from the worksite. Some work may involve lifting or carrying items, such as office materials, books, computers, and IT equipment, weighing up to 50 pounds or similar items. The position may be required to drive a government owned or government leased vehicle to perform duties at locations on and offsite. Work Environment: The majority of the work is performed in an office setting. The position must be able to make site visits to on-site and off-site locations. The position spends time in private or public transportation in conjunction with travel to meetings and visits to other government offices or contractor facilities. Working hours are within the typical workday; however, significant and non-major IT projects or enterprise changes may require overtime or weekend support. The work area involves everyday risks or discomforts that require standard safety precautions. Temperatures in computer and network communications facilities are controlled to accommodate the hardware and may necessitate exposure to cooler or warmer conditions. An incentive maybe authorized.