IT Specialist (Customer Support), US Government Other Agencies and Independent Organizations, Washington, DC
US Government Other Agencies and Independent Organizations -
Washington, DC,
US
IT Specialist (Customer Support)
Date Posted: 2024-05-23
Job description
SummaryThe Office of Inspector General is an independent office within the EPA that helps the agency protect the environment in a more efficient & cost effective manner. We perform audits, evaluations, & investigations of the EPA to promote economy, efficiency, and to prevent and detect fraud, waste and abuse. We strive to provide solutions to problems that ultimately result in making America a cleaner and healthier place.Learn more about this agencyHelpOverview* Accepting applications* Open & closing dates05/06/2024 to 05/16/2024* Salary$45,146 - $72,703 per year* Pay scale & gradeGS 05 - 07* HelpLocation* Washington, DC* Remote jobNo* Telework eligibleYes-as determined by the agency policy.* Travel RequiredOccasional travel - 25% or less* Relocation expenses reimbursedNo* Appointment typePermanent -* Work scheduleFull-time -* ServiceCompetitive* Promotion potential11* Job family (Series)2210 Information Technology Management* Supervisory statusNo* Security clearanceOther* Drug testNo* Position sensitivity and riskNCS/High Risk* Trust determination processCredentialingSuitability/Fitness* Announcement numberOIG-OIT-D-2024-0001* Control number789978800HelpThis job is open to* The publicU.S. Citizens, Nationals or those who owe allegiance to the U.S.Clarification from the agencyUNITED STATES CITIZENS MAY APPLY (no prior federal experience is required).HelpDutiesThe Office of Information Technology (OIT) provides the OIG with a wide range of products and services in the areas of application development, infrastructure services, technical support, web development and information security. OIT oversees and manages both the IT security and records management programs. Additionally, OIT performs all information management functions, including but not limited to overseeing information technology purchases and acquisitions.ResponsibilitiesAt the GS-5 level, the ideal candidate will perform the following duties:* Aids and supports assignments and projects relative to the delivery of customer support services;* Assists higher-graded specialists in identifying and resolving issues and problems as they arise;* Assists customers in resolving routine, recurring problems. Updates and maintains problem tracking/ticketing systems to track and identify customer needs;* Assists teams responsible for planning and delivering a full range of customer support services; and* Assists in installing, configuring, and testing software on customer workstations; and installing, configuring, upgrading, and troubleshooting hardware and software components.At the GS-7 level, the ideal candidate will perform the following duties:* Aids and supports assignments and projects relative to the delivery of customer support services;* Performs assignments in identifying and resolving recurring and routine issues and problems as they arise;* Diagnoses and resolves recurring problems in response to customer reported incidents; and reports, responds to, and resolves customer requests;* Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need; and* Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.HelpRequirementsConditions of Employment* You must be a U.S. citizen.* Background Investigation Required.* Position has education requirements--see Qualifications/Education section.This is a Public Trust Position. Employment in this position requires a background investigation. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed or undisclosed background issues, the tentative employment offer may be withdrawn.If you are a male born after December 31, 1959 you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law.Selectees will be required to complete a "Declaration of Federal Employment", (OF-306), prior to appointment and the appropriate background investigation forms to determine suitability for Federal employment. False statements or responses on these forms can jeopardize your employment opportunity and subject you to disciplinary action, including removal from Federal service.The selectee will be required to complete a Personal Identity Verification (PIV) process that requires two forms of identification from the I-9 Form. We will compare information provided on the I-9 Form to records available from the U.S. Department of Homeland Security. The system confirms employee's identity and eligibility to work in the United States. Learn more about e-verify, including your rights and responsibilities.Depending on your status, this position may require serving a 1-yearprobationary period.QualificationsBasic RequirementsThe 2210 qualification standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.Undergraduate or Graduate Education: 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.Requirements:* GS-5: Bachelor's degree, or 1 year of specialized experience equivalent to a GS-4* GS-7: 1 full year of graduation level education, or superior academic achievement, or 1 year of specialized experience equivalent to a GS-5.ORExperience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.For all positions individuals must 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.ANDSpecialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization.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 and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT.GS-05: You must have one year of specialized experience equivalent to at least the GS-04 level. Specialized experience is defined as: 1) Knowledge of IT concepts, principles, methods, and practices; 2) Ability to provide Customer service and customer support principles and methods; 3) Skill in systems testing and evaluation principles, methods, and tools; and 4) Knowledge of Internet technologies, to analyze the Internet-potential of systems, networks, and/or data.GS-07: You must have one year of specialized experience equivalent to at least the GS-05 level. Specialized experience is defined as: 1) Ability to provide Customer service and customer support principles and methods; 2) Skill in systems testing and evaluation principles, methods, and tools; 3) Commercial Off-the-Shelf products and components; 4) Knowledge of Internet technologies, to analyze the Internet-potential of systems, networks, and/or data; and 5) Skill in staying abreast with new and emerging information technologies and/or industry trends to evaluate and recommend new or enhanced approaches to delivering IT services.Evidence of the above specialized experience must be supported by detailed documentation of duties performed in positions held. Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience. We will not make assumptions regarding your experience or based on job titles alone. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).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.Applicants must meet the qualifications for this position within thirty (30) days of the closing date of this announcement.EducationAll applicants must meet one of the following requirements to qualify:Education can be substituted for specialized experience for the following:Undergraduate or Graduate Education: 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.GS-5: Bachelor's degree, or 1 year of specialized experience equivalent to a GS-4.GS-7: 1 full year of graduation level education, or superior academic achievement, or 1 year of specialized experience equivalent to a GS-5.You MUST provide transcripts to support your educational claims. Unofficial transcripts are acceptable during the application process. Official transcripts will be required upon appointment.All materials must be submitted by the closing date of this announcement.All education claimed by applicants will be verified.Additional informationEPA OIG provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Specialist listed in this vacancy announcement.Payment of relocation expenses is NOT authorized.All the information you provide will be verified by a review of the work experience and/or education as shown on your application, by checking reference and through other means, such as the interview process. Any exaggeration of your experience, false statements, or attempts to conceal information may be grounds for not hiring you or for firing you after you begin work.Additional selections may be made through this vacancy announcement.Read more* BenefitsHelpA 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.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. Learn more about federal benefits.EPA OIG offers a comprehensive benefits package that includes: paid vacation, sick leave, 11 paid holidays per year, life and health insurance, Long Term Care insurance, dental and vision insurance, flexible spending account program, and retirement savings and investment plan similar to 401(k) (Thrift Savings Plan).EPA OIG also offers a broad array of work-life flexibilities and services to employees such as, flexible work schedules, teleworking, transit subsidies, fitness center, and employee assistance and wellness programs.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.Review our benefitsEligibility 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 EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.You will be evaluated for this job based on how well you meet the qualifications above.IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).Your responses to the assessment questionnaire will be reviewed along with the information provided in your resume and supporting documentation to determine if you are qualified for the position. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be lowered and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.Candidates who apply under All U.S. Citizens announcements will be rated and ranked using Category Rating procedures. Qualified candidates will be assigned to a quality category. The categories are defined as follows:* Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;* Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and* Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.Application of Veterans' Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligibles within each category. Preference eligible applicants that meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category (except when the position being filled is scientific or professional at the GS-09 grade level or higher).You will be evaluated for this job based on how well you meet the qualifications above. After the vacancy closes, we will review your application package to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications, your responses to the questionnaire, resume and supporting documentation will then be reviewed. You will be placed in one of the three pre-defined categories. Your responses to the questionnaire will serve as the basis for your initial rating in one of three pre-defined categories: "Best Qualified", "Well Qualified", and "Qualified". Within each category, those eligible through veterans preference will be listed at the top of the category. Your resume must support your answers to the questionnaire, or your category may be changed. The candidates in the highest category will be certified for referral to the selecting official and may be invited to an interview.CTAP/ICTAP candidates will be eligible if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a category rating of Well Qualified.You may preview questions for this vacancy.* BenefitsHelpA 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.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. Learn more about federal benefits.EPA OIG offers a comprehensive benefits package that includes: paid vacation, sick leave, 11 paid holidays per year, life and health insurance, Long Term Care insurance, dental and vision insurance, flexible spending account program, and retirement savings and investment plan similar to 401(k) (Thrift Savings Plan).EPA OIG also offers a broad array of work-life flexibilities and services to employees such as, flexible work schedules, teleworking, transit subsidies, fitness center, and employee assistance and wellness programs.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.Review our benefitsEligibility 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 DocumentsAs 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.Your package must be complete and submitted in the manner specified in this section. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, salary, duties performed for each position, and if the position is/was in the Federal government, you should provide the position series and grade level/pay band. Packages that are submitted in any other manner without prior approval from the agency point of contact will not be considered.A complete application includes:* Resume;* Vacancy question responses; and* Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).If you are a current or former federal employee you must submit a copy of your most recent SF Form 50, Notification of Personnel Action, that shows: (1) permanent or career-conditional tenure (codes 1 or 2, in block 24), and (2) position occupied in the competitive service (code 1, in block 34). To be considered as a non-competitive eligible candidate, the SF-50 must show the highest grade level or promotion potential level applicant has attained competitively and grade must be equivalent or higher than the grade for which applying. Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.For proof of Veterans Preference you must submit a DD-214 (member copy 4)and, if applicable, Standard Form 15, and VA Letter. You can find additional information about Veterans' Preference at fedshirevets.If you are eligible for special hiring authority, please indicate this when you apply, and submit the supporting documentation for proof of eligibility for the special hiring authority, such as disability, Peace Corps service, Interchange Agreement, etc. Other documents identified in this announcement.All supplemental documents must be submitted electronically before the closing date of this vacancy announcement. You have three choices for submitting your supplemental documents:* Download from your USAJOBS account; or* Upload your file(s); orFailure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. Official documents are not required at the time of application, copies are sufficient. If selected, official documentation must be submitted prior to appointment.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.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 ApplyThis vacancy announcement is being advertised simultaneous to vacancy announcement OIG-OIT-O-2024-0001(Recent Graduate)Applicants who wish to be considered under both announcements must apply separately.Your application must be received by 11:59 p.m. Eastern Time on the closing date of this announcement. Uploaded resumes must include the following: applicant contact information and educational and professional background information including dates of employment and education, salary (and Federal grade level, if appropriate), and work schedule (i.e., FT/PT). Incomplete applications will not be considered and you will not be contacted to provide any missing information.To begin the application process, select the "Apply On-line" button to the right on this screen. Then follow the prompts to login/register, submit all required supplemental documents, and complete the application process.If you experience technical difficulties during the online application process, including error messages received when submitting your supporting documents, please contact the Help Desk by email at ...@monster.com. The help desk is available for technical support questions Monday - Friday, 7:00 a.m. to 7:00 p.m. ET.Agency contact informationInspector General Ofc-HRPhone240-###-####Fax202-###-####...@epa.govAddressEnvironmental Protection AgencyUS Environmental Protection Agency1200 Pennsylvania Avenue, NWMC: 2450TWashington, District of Columbia 20460United StatesLearn more about this agencyNext stepsAfter the closing date of the announcement, your package will be reviewed to determine if you meet the minimum qualification requirements. Best qualified candidates will be forwarded to the selecting official for consideration and may be interviewed.You may check the status of your application at any time after the announcement closes by logging onto USAJOBS and selecting "Application Status."You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable.The Federal hiring process is setup to be fair and transparent.* Fair and TransparentThe 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 requestHelpRequired DocumentsYour package must be complete and submitted in the manner specified in this section. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, salary, duties performed for each position, and if the position is/was in the Federal government, you should provide the position series and grade level/pay band. Packages that are submitted in any other manner without prior approval from the agency point of contact will not be considered.A complete application includes:* Resume;* Vacancy question responses; and* Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).If you are a current or former federal employee you must submit a copy of your most recent SF Form 50, Notification of Personnel Action, that shows: (1) permanent or career-conditional tenure (codes 1 or 2, in block 24), and (2) position occupied in the competitive service (code 1, in block 34). To be considered as a non-competitive eligible candidate, the SF-50 must show the highest grade level or promotion potential level applicant has attained competitively and grade must be equivalent or higher than the grade for which applying. Indicate on your application the highest permanent grade you have held; if this grade is different from your current grade, submit a copy of an additional SF-50 showing this grade.For proof of Veterans Preference you must submit a DD-214 (member copy 4)and, if applicable, Standard Form 15, and VA Letter. You can find additional information about Veterans' Preference at fedshirevets.If you are eligible for special hiring authority, please indicate this when you apply, and submit the supporting documentation for proof of eligibility for the special hiring authority, such as disability, Peace Corps service, Interchange Agreement, etc. Other documents identified in this announcement.All supplemental documents must be submitted electronically before the closing date of this vacancy announcement. You have three choices for submitting your supplemental documents:* Download from your USAJOBS account; or* Upload your file(s); orFailure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. Official documents are not required at the time of application, copies are sufficient. If selected, official documentation must be submitted prior to appointment.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.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.HelpHow to ApplyThis vacancy announcement is being advertised simultaneous to vacancy announcement OIG-OIT-O-2024-0001(Recent Graduate)Applicants who wish to be considered under both announcements must apply separately.Your application must be received by 11:59 p.m. Eastern Time on the closing date of this announcement. Uploaded resumes must include the following: applicant contact information and educational and professional background information including dates of employment and education, salary (and Federal grade level, if appropriate), and work schedule (i.e., FT/PT). Incomplete applications will not be considered and you will not be contacted to provide any missing information.To begin the application process, select the "Apply On-line" button to the right on this screen. Then follow the prompts to login/register, submit all required supplemental documents, and complete the application process.If you experience technical difficulties during the online application process, including error messages received when submitting your supporting documents, please contact the Help Desk by email at ...@monster.com. The help desk is available for technical support questions Monday - Friday, 7:00 a.m. to 7:00 p.m. ET.Read moreAgency contact informationInspector General Ofc-HRPhone240-###-####Fax202-###-####...@epa.govAddressEnvironmental Protection AgencyUS Environmental Protection Agency1200 Pennsylvania Avenue, NWMC: 2450TWashington, District of Columbia 20460United StatesLearn more about this agencyNext stepsAfter the closing date of the announcement, your package will be reviewed to determine if you meet the minimum qualification requirements. Best qualified candidates will be forwarded to the selecting official for consideration and may be interviewed.You may check the status of your application at any time after the announcement closes by logging onto USAJOBS and selecting "Application Status."You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable.The Federal hiring process is setup to be fair and transparent.Read moreFair & TransparentThe 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 requestPrintShare* Email* Facebook* LinkedIn* TwitterHelpOverview* Accepting applications* Open & closing dates05/06/2024 to 05/16/2024* Salary$45,146 - $72,703 per year* Pay scale & gradeGS 05 - 07* Location* Washington, DC* Remote jobNo* Telework eligibleYes-as determined by the agency policy.* Travel RequiredOccasional travel - 25% or less* Relocation expenses reimbursedNo* Appointment typePermanent -* Work scheduleFull-time -* ServiceCompetitive* Promotion potential11* Job family (Series)2210 Information Technology Management* Supervisory statusNo* Security clearanceOther* Drug testNo* Position sensitivity and riskNCS/High Risk* Trust determination processCredentialingSuitability/Fitness* Announcement numberOIG-OIT-D-2024-0001* Control number789978800This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/789978800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.