Information Technology Specialist (Customer Support)
Job description
Duties
The Office of Inspector General, Information Technology Division is seeking a highly skilled senior level IT Specialist (Customer Support), in Herndon, Virginia. This office is responsible for providing Information Technology support to all DOI OIG employees. As a Information Technology Specialist (Customer Support) you will join a team dedicated to providing recommendations to the IT Director and IT Deputy Director on solutions to improve IT customer service operations at the enterprise level. Working as an IT Specialist for OIG will allow you to assist in supporting various investigative initiatives and special projects which may have a major impact on OIG goals and missions.
Major duties include:
- Manages the logistics of installing, configuring, troubleshooting OIG hardware and software, providing support to OIG executives, managers and employees.
- Serves as a senior tier 2 specialist and provides expertise to tier 1 specialists to resolve the most complex problems in installation, configuration, troubleshooting, customer assistance, and/or training.
- Plans and implements security controls and policies for the OIG LAN/WAN. Analyzes potential risks and threats; performs security reviews, audits, and remediation as necessary; and recommends new systems, programs, or software to minimize vulnerabilities.
- Leads multi-functional projects involving multiple IT functional areas, such as software analysis and implementation, network re-designs and upgrades, implementation of security programs, or other OIG-wide projects of comparable scope.
- Provides troubleshooting and customer support via phone, live video feeds to peers, supervisors, managers and executives.
- Briefs and makes recommendations to the ITD director and deputy on solutions to improve IT customer service operations at an enterprise level, such as help desk processes, hardware upgrades, new software, business tools. Develops standard operating policies.
- Work involves walking, bending and lifting of equipment up to 60 pounds.
Requirements
Conditions of Employment
- U.S. citizenship is required.
- Males born after 12-31-59 must be registered for the Selective Service.
- Successful completion of a background investigation.
- May be required to complete a one year probationary period.
Qualifications
- 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.
Minimum Qualifications GS-13 : One year of specialized experience equivalent to the GS-12 grade level in the Federal service performing all of the following:
- Provides Information Technology customer support to all levels of an organization, including senior managers and executives, on a wide variety of technologies and applications, including presenting information in support of proposals and projects and making recommendations.
- Provides IT support for various video teleconferencing software, such as Teams, Webex and Zoom.
- In-depth knowledge and experience administering Microsoft Active Directory domain services, such as managing user and computer objects, permissions and Access Control Lists (ACL), security groups and group policies.
- Provides IT support for Microsoft Office 365 products including Microsoft Office, Microsoft Teams and Microsoft Outlook.
- In-depth knowledge and experience working with and supporting Microsoft Configuration Manager, such as deploying client images and applications, managing collections, building packages, reporting, and inventory.
Education
There are no educational requirements for this position.
Additional information
To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to E.O. 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
Applicants must meet initial and periodic suitability determinations based on favorable background investigations and updates.
Additional selections may be made within 90 days from the closing date of this vacancy announcement.
If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans.
Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/RegVer/wfRegistration.aspx).
Career Transition Assistance Programs: 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 for this position, you must: (1) meet CTAP or ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 80 or above; and, (3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: http://www.opm.gov/rif/employee_guides/career_transition.asp.
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 and Americans with Disabilities Act 1990 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. 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
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.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
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):
- Accountability
- Attention to Detail
- Customer Service
- Decision Making
- Flexibility
- Influencing/Negotiating
- Integrity/Honesty
- Interpersonal Skills
- Learning
- Reading Comprehension
- Reasoning
- Self-Management
- Stress Tolerance
- Teamwork
Once the vacancy announcement closes, a review of your resume and supporting documentation will be made to determine if you meet the minimum qualifications for the position. Category rating and selection procedures will be used to evaluate applications from this announcement. Qualified applicants will be placed into one of the following categories, depending on their possession of the competencies described in this vacancy announcement: 1) Best Qualified, 2) Well Qualified, or 3) Qualified. Veterans' preference candidates will be placed ahead of non-preference eligibles within each quality category. Preference eligibles who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category.
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 an online assessment. The online assessment measures critical general competencies required to perform the job.
The 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.
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.
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.
All documentation, applicable to you, must be submitted by the closing date of this announcement. Failure to submit the required documents will disqualify you from further consideration for this position.
Resume (required) - Your resume must sufficiently describe how your experience fully meets the specialized experience requirements as stated in this announcement for each grade level(s) you are applying (see "Qualifications" section). Your resume must also support your responses to the assessment questionnaire. Credit will be given for paid and unpaid experience. We cannot assume you have performed the experience required for this position regardless of your employment history or academic career. We strongly recommend you use the USA Jobs online Resume Builder to submit a resume. If you choose to use your own formatted resume, you must ensure it contains all of the following for each experience/position listed: job title, name of employer, beginning and ending dates of employment (month/day/year format), hours worked per week, detailed description of duties performed, and if a Federal position, series and grade or equivalent. We will not access web pages linked on your resume to determine your qualifications. Do not include a photograph or video of yourself, or any sensitive information.
CTAP/ICTAP Eligibility - Such as a RIF separation notice, certificate of expected separation, SF-50 Notification of Personnel Action stating you were separated by RIF, OR a letter from your agency documenting your priority consideration status.
Veteran's Preference Documentation -If applying under VEOA, you must include your DD-214 member 4 copy showing what type of discharge, SF-15, and VA letter (if applicable). If you are still on active duty, you may submit a statement of service from your unit which states the date you entered active duty, separation date, and projected discharge type. Your separation date must be within 90 days of the closing date of this announcement. If selected for this position, you will be required to provide a copy of your terminal leave documentation.
This advertisement is open to all U.S. Citizens. If you are a permanent federal employee in the competitive service, eligible for VEOA or eligible for a special appointing authority, you may be interested in applying for the merit promotion advertisement OIG-23-11893792-BC-MP.How to Apply
Please read the entire announcement and all the instructions before you begin an application. To apply for this job opportunity, you must submit complete application package including a resume and an on-line application through the Office of Personnel Management's (OPM) application system, USAJOBS. This information will be transferred to the Department of Interior's OIG Automated Application System. You have until 11:59 p.m. Eastern Time (ET) 04/05/2023 to complete the following application process:
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
- To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
- After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
- If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
- Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account. To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. However, you will not be able to make changes to questions related to assessing the minimum qualifications and competencies (knowledge, skills, abilities and other characteristics) mentioned in the "How You Will Be Evaluated" section above. To make an allowed update to your application, return to your USAJOBS account (https://my.usajobs.gov/Account/Login). There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.
DOI uses E-Verify to confirm the 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.Agency contact information
HR Assistant
Phone
703-487-5408
Email
doioig_vacancies@doioig.gov
Address
Information Technology Division
381 Elden St.
Suite 3000
Herndon, VA 20170
USNext steps
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/
Note: If a determination is made that qualifications and/or experience have been inflated, your score will be adjusted to more accurately reflect your abilities.
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. After the closing date of the announcement, we will review your resume to ensure you meet the basic qualification requirements. You will be notified by email of your rating and/or referral of your resume to the hiring official. If further evaluation or interviews are required, you will be contacted. You will be informed of the outcome via e-mail. We expect to make a selection within 45 to 60 days of the closing date of the vacancy announcement.
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
To be considered for the position, you must meet all qualifications, including meeting or exceeding the cut score on the required assessments.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
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
All documentation, applicable to you, must be submitted by the closing date of this announcement. Failure to submit the required documents will disqualify you from further consideration for this position.
Resume (required) - Your resume must sufficiently describe how your experience fully meets the specialized experience requirements as stated in this announcement for each grade level(s) you are applying (see "Qualifications" section). Your resume must also support your responses to the assessment questionnaire. Credit will be given for paid and unpaid experience. We cannot assume you have performed the experience required for this position regardless of your employment history or academic career. We strongly recommend you use the USA Jobs online Resume Builder to submit a resume. If you choose to use your own formatted resume, you must ensure it contains all of the following for each experience/position listed: job title, name of employer, beginning and ending dates of employment (month/day/year format), hours worked per week, detailed description of duties performed, and if a Federal position, series and grade or equivalent. We will not access web pages linked on your resume to determine your qualifications. Do not include a photograph or video of yourself, or any sensitive information.
CTAP/ICTAP Eligibility - Such as a RIF separation notice, certificate of expected separation, SF-50 Notification of Personnel Action stating you were separated by RIF, OR a letter from your agency documenting your priority consideration status.
Veteran's Preference Documentation -If applying under VEOA, you must include your DD-214 member 4 copy showing what type of discharge, SF-15, and VA letter (if applicable). If you are still on active duty, you may submit a statement of service from your unit which states the date you entered active duty, separation date, and projected discharge type. Your separation date must be within 90 days of the closing date of this announcement. If selected for this position, you will be required to provide a copy of your terminal leave documentation.
This advertisement is open to all U.S. Citizens. If you are a permanent federal employee in the competitive service, eligible for VEOA or eligible for a special appointing authority, you may be interested in applying for the merit promotion advertisement OIG-23-11893792-BC-MP.
This job is open to
-
The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
-
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Clarification from the agency
Open to all US citizens.
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