Job Details
** IT Specialist (Customer Support)**
**Department of the Interior**
**Summary**
Explore a new career with the BLM - where our people are our greatest natural resource.
This position is located in National Operations Center (NOC), Division of Information Resources Management. The duty location is Rawlins, Wyoming and information on the surrounding area can be found at .
We expect to fill one vacancy at this time; however, additional positions may be filled from this announcement if they become available.
**Location**
1 vacancy in the following location:
+ **Duties**
* Resolves a full range of customer problems including problems and maintains relationships with customers with diverse needs.
* Provides moderately technical or complex information about products and services.
* Assesses customers' needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services.
* Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals and equipment.
* Maintains problem tracking and resolution databases and monitors reported problems for possible trends.
* Installs, configures, troubleshoots and maintains common customer hardware and software.
* Assists end-users with access and usage problems; installation and deployment of operating systems; and developing operating procedures.
* Perform site surveys and configuration designs and developing reports for use by the organization.
**Requirements**
** Conditions of Employment**
* U.S. Citizenship is required. Direct Deposit Required.
* Be sure to read the "How to Apply" and "Required Documents" Sections.
* You cannot hold an active real estate license; nor can you have an interest or hold stocks in firms with interest in Federal Land.
* DOI uses E-Verify to confirm 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
* Appointment will be subject to a favorably adjudicated background/suitability investigation/determination.
* BLM may use certain incentives, currently offered by the Federal government, to attract high quality applicants.
** Qualifications**
In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements - please be sure to include this information in your resume. No assumptions will be made about your experience.
**For GS-09**: In order to be rated as qualified for this position, we must be able to determine that you meet the specialized experience requirement. This information must be evident in your resume in order to receive credit for this experience. This experience must have been equivalent in difficulty and complexity to the next lower grade (GS-07) of the position to be filled. Examples of the experience includes: Communicate with customers by phone and online; plan and deliver customer support services; troubleshoot, recover, adjust, modify, and improve IT systems; and worked with a remedy request system.
-OR-
A Master`s or equivalent graduate degree.
-OR-
2-full years of progressively higher-level graduate education leading to such a degree.
-OR-
1-year combination of specialized experience, described above and education equivalent to the GS-7 level.
**For GS-07**: In order to be rated as qualified for this position, we must be able to determine that you meet the specialized experience requirement. This information must be evident in your resume in order to receive credit for this experience. This experience must have been equivalent in difficulty and complexity to the next lower grade (GS-05) of the position to be filled. Examples of the experience includes: Apply network and security principles and concepts working with computer equipment and tools providing customer service and support; communicate with customers by phone and online, identify issues, troubleshoot and resolve problems; assist with installing and configuring base systems.
-OR-
1-full year of graduate level education.
-OR-
Meet the Superior Academic Achievement (S.A.A.)
-OR-
1-year combination of specialized experience, described above and education equivalent to the GS-5 level.
**The degree must be in:** Computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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.
**- AND-**
**Competencies:** Within your resume you MUST show IT related experience that demonstrates each of the 4-competencies listed below. The experience may be paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification):
**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.
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 both eligibility and qualification requirements for the position of interest by the closing date of the announcement.
There are no qualification requirements for a detail assignment. However employees must meet any positive education/licensure requirements in order to be detailed to positions with these requirements. Detail assignments do not include additional compensation and the selectee will not earn time-in-grade at the higher grade level.
Federal employees in the competitive service are also subject to the Time-In-Grade requirement in accordance with 5 CFR 300.604. If you are a current Federal employee in the General Schedule (GS) pay plan and applying for a promotion opportunity, you must have completed a minimum of 52 weeks at the next lower grade level. **Education**
If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information.
**Additional information**
Career Transition Assistance Plan (CTAP): This program applies to employees who have been involuntarily separated from a Federal service position within the competit