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Vacancy Details

Grade: 05

To be eligible for this position at this grade level, you must meet the requirements below.
Three (3) years of IT-related experience, 1 year of which was at a level of difficulty and responsibility equivalent to the GS-4 grade level in the Federal service.
This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.
IT related experience for this position includes:
Basic knowledge of IT processing functions to understand the stages to automate a work process.
Experience must have also included work with clients and customers to assess and/or address their needs, and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and, identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations.
Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.
OR
Bachelor's or equivalent degree at an accredited college or university
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 and required the development or adaptation of applications, systems or networks
OR
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have a Bachelor’s or equivalent degree at an accredited college or university in a field as described above.
  • I have experience as described above.
  • I have a combination of experience and education at an accredited college or university as described above.
  • None of the above.
2 Indicate your highest level of active participation in group meetings. Answer to this question is required
  • Attended group meetings.
  • Answered questions that were asked of the group
  • Volunteered information to contribute to the discussion.
  • Conducted or led group meetings.
  • None of the above.
3 Which of the following skills/tools are you proficient using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Electronic spreadsheet (e.g., Microsoft Excel)
  • Incident tracking (e.g., HP service manager /KISAM)
  • Remote Access Tools
  • None of the above
4 Which of the following Information Technology-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
5 What have you done recently to keep abreast of new Information technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
6 What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above.
7 What experience do you have with the following project/program management activities? Answer to this question is required
  • Led conference calls.
  • Multi-task using several programs to help the customer (e.g., KISAM window, Remote Access and OCS).
  • Manage workgroup projects(e.g., project documentation, workgroup results)
  • Scheduled activities (e.g., workgroup meetings, calendars, shared resources).
  • None of the above
8 When you have encountered a problem in the past that you did not know the answer to, what is the first step that you took? Answer to this question is required
  • Ask a co-worker.
  • Ask your manager.
  • Use internal/external resources- (e.g., procedures, internet) .
  • None of the above.
9 Which of the following best describes your experience managing your workload? Answer to this question is required
  • My manager sets my schedule and priorities.
  • Determine the order of my schedule based on the oldest task to the most recent
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • None of the above
10 Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Knowledge Base Articles)
  • Resolved problem tickets in HP Service Manager/KISAM
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
11 Which of the following best describes your experience resolving conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
12 Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem
  • Gathered additional information
  • Conducted knowledge base research (e.g., Standard Operating Procedures, Knowledge Articles)
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above.
13 What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above.
14 I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.

Grade: 07

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service:
This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.
Specialized experience for this position includes:
Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion; working directly with customers in obtaining information needed to establish or change accounts; translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language.
OR
One year of graduate education at an accredited college or university
In computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks.
OR
Superior Academic Achievement may be met by having a Bachelor's degree, with one of the following: A GPA of 3.0 or higher on a 4.0 scale for all completed undergraduate courses or those completed in the last 2 years of study, or a GPA of 3.5 or higher on a 4.0 scale for all courses in the major field of study or those courses in the major completed in the last 2 years of study, or rank in the upper one third of the class in the college, university, or major subdivision, or membership in a national honor society recognized by the Association of College Honor Societies.
OR
At least 1 year of combined graduate education and experience as defined in paragraphs above.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one full year of specialized experience as described above.
  • I have at least one full year of graduate level education at an accredited college or university with a major in a qualifying field of study as described above.
  • I meet the Superior Academic Achievement (SAA) requirements as described above.
  • I have a combination of experience and graduate level education equivalent to that described above.
  • None of the above.
2 Indicate your highest level of active participation in group meetings. Answer to this question is required
  • Attended group meetings.
  • Answered questions that were asked of the group
  • Volunteered information to contribute to the discussion.
  • Conducted or led group meetings.
  • None of the above.
3 Which of the following skills/tools are you proficient using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Electronic spreadsheet (e.g., Microsoft Excel)
  • Incident tracking (e.g., HP service manager /KISAM)
  • Remote Access Tools
  • None of the above
4 Which of the following Information Technology-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
5 What have you done recently to keep abreast of new Information technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
6 What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above.
7 What experience do you have with the following project/program management activities? Answer to this question is required
  • Led conference calls.
  • Multi-task using several programs to help the customer (e.g., KISAM window, Remote Access and OCS).
  • Manage workgroup projects(e.g., project documentation, workgroup results)
  • Scheduled activities (e.g., workgroup meetings, calendars, shared resources).
  • None of the above
8 Which of the following describes your approach to develop relationships with co-workers and management? Answer to this question is required
  • Developed work relationships as the project required
  • Volunteered for extra project groups to develop additional relationships with members in my field
  • Mentored others on my team
  • Utilized a senior member of the team as a mentor
  • None of the above.
9 Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Knowledge Base Articles)
  • Resolved problem tickets in HP Service Manager/KISAM
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
10 Which of the following best describes your experience resolving conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
11 Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem
  • Gathered additional information
  • Conducted knowledge base research (e.g., Standard Operating Procedures, Knowledge Articles)
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above.
12 When you have encountered a problem in the past what is your highest level of experience resolving the problem? Answer to this question is required
  • Use internal/external resources- (e.g., procedures, internet) .
  • Escalate the response to another service provider
  • Identify root cause and resolve the problem
  • None of the above
13 Which of the following best describes your experience managing your workload? Answer to this question is required
  • Determine the order of my schedule based on the oldest task to the most recent..
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • Led a project/program with multiple stakeholders and deadlines
  • None of the above
14 What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above.
15 I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.

Grade: 09

To be eligible for this position at this grade level, you must meet the requirements below.
You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service:
This experience must include Information Technology (IT) related experience that demonstrates each of the following four competencies: 1) Attention to Detail, 2) Customer Service, 3) Oral Communication and 4) Problem Solving.
Specialized experience for this position includes:
Experience in an IT field or work where the primary concern was the subject matter of the IT application. The assignments must have shown completion of the following, or the equivalent:
Analysis of the interrelationships of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; and Personal responsibility for at least a segment of the overall project.
OR
Master's or equivalent graduate degree or two full years of progressively higher level graduate education leading to a master's or equivalent graduate degree
In computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or in one or more of the fields identified above and required the development or adaption of applications, systems or networks.
One year of graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended.
OR
At least 1 year of combined graduate education and experience as defined in paragraphs above.
Use the Experience Calculator and compute your experience, education, or to compute an equivalent amount of combined experience and education. Use these results to select your response to the following question.
1 Which of the following is true about your education and/or experience? Answer to this question is required
  • I have at least one full year of specialized experience as defined above.
  • I have a Master’s or equivalent graduate degree in a qualifying field of study as defined above.
  • I have two full years of progressively higher level graduate education leading to a master’s or equivalent graduate degree in a qualifying field of study as described above.
  • I have a combination of experience and graduate level education equivalent to that described above.
  • I have none of the above
2 Which of the following Information Technology-related certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library (ITIL)
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
3 What have you done recently to keep abreast of new Information technologies and trends? Answer to this question is required
  • Continued education in my field to keep abreast of new IT technologies.
  • Attended an IT technical event (i.e. conference or seminar).
  • Presented at an IT technical event.
  • Shared new IT technologies with coworkers
  • None of the above.
4 What security access experience do you have in resolving customer issues? Answer to this question is required
  • Resetting account passwords
  • Unlocking employee profiles
  • Utilizing ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Managing Outlook Encryption (Certificate renewal)
  • None of the above.
5 What is your highest level contributing to the workplace environment? Answer to this question is required
  • Worked with others to encourage them to follow current procedures
  • Made suggestions to improve current procedures
  • Designed and implemented a new procedure that produced results
  • None of the above
6 Which of the following skills/tools do you have experience using? Answer to this question is required
  • Documentation software (e.g., Microsoft Word)
  • Presentation software (e.g., PowerPoint)
  • Design a website (e.g., SharePoint)
  • Reporting/table creation (e.g., Microsoft Excel)
  • Incident Management (e.g. HP service manager /KISAM)
  • Remote Access Tools
  • None of the above
7 What is the highest level role you have played on a work project? Answer to this question is required
  • Participated on a team project
  • Served as a Subject matter expert
  • Led a project within my workgroup
  • Led at the regional project level
  • None of the above
8 What experience do you have with the following project/program management activities? Answer to this question is required
  • Led conference calls.
  • Multi-task using several programs to help the customer (e.g., KISAM window, Remote Access and OCS).
  • Manage workgroup projects(e.g., project documentation, workgroup results)
  • Scheduled activities (e.g., workgroup meetings, calendars, shared resources).
  • None of the above
9 Which of the following describes your approach to develop relationships with co-workers and management? Answer to this question is required
  • Developed work relationships as the project required
  • Volunteered for extra project groups to develop additional relationships with members in my field
  • Mentored others on my team
  • Utilized a senior member of the team as a mentor
  • None of the above.
10 Indicate the following areas in which you have experience working to resolve customers' requests. Answer to this question is required
  • Asked customers to confirm and/or elaborate upon their requests.
  • Utilized existing internal solutions to resolve customer requests (e.g., Knowledge Base Articles)
  • Resolved problem tickets in HP Service Manager/KISAM
  • Utilized vendor contracts to resolve customer requests.
  • Utilized other resources (e.g., Internet,) to resolve customer requests
  • None of the above.
11 Which of the following best describes your experience resolving conflicts with customers? Answer to this question is required
  • Work with the customer to identify the conflict and identify the appropriate solution.
  • Work with my co-workers to achieve customer conflict resolution.
  • Refer the issue to my lead/manager.
  • None of the above.
12 Which of the following reflect your experience in problem resolution? Answer to this question is required
  • Documented the reported problem
  • Gathered additional information
  • Conducted knowledge base research (e.g., Standard Operating Procedures, Knowledge Articles)
  • Developed working solutions (e.g., Knowledge Base Articles)
  • None of the above.
13 Which of the following best describes your experience managing your workload? Answer to this question is required
  • Determine the order of my schedule based on the oldest task to the most recent..
  • Receive tasks from multiple sources some of which are conflicting in schedule and prioritize them myself.
  • Led a project/program with multiple stakeholders and deadlines
  • None of the above
14 What is your highest level of experience resolving an IT related problem? Answer to this question is required
  • Researched resources for similar problems.
  • Explained to the customer that there is no known solution and asked for patience until a solution is found.
  • Looked for a known work around.
  • Installed an approved work-around
  • Developed an approved solution.
  • None of the above
15 What is your experience preparing written documents? Answer to this question is required
  • Prepared written documents using existing templates or guides.
  • Updated/made revisions to existing documents.
  • Created an instructional document for my workgroup
  • Developed a technical document.
  • None of the above.
16 I have used my verbal communication skills to... Answer to this question is required
  • Communicate workgroup issues
  • Provide status updates to lead/management
  • Explain relevant information to customers
  • Present information to a class/taught a Class
  • Provide guidance to lower-graded employees.
  • None of the above.

Grade: All Grades

Thank you for your interest in applying for this position.
Only select those locations to which you are willing to report and/or relocate. Please see vacancy announcement for information on whether or not moving expenses will be paid.
Your responses to the following questions supplement the information provided in your resume.
1 Please select from the following Tours of Duty you would be willing to work: Answer to this question is required
  • Monday - Friday 8:00am - 4:30 pm EST
  • Swing Shift: 4:00 pm - 12:30 am EST
  • MID Shift: 12:00 am - 8:30 am EST
2 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No