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Vacancy Details

Grade: 13

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-12 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 that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled
This knowledge is generally demonstrated through assignments that required the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of IT system design. This would include defining what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.
In addition to the above you must meet the requirements below:
At this grade level, your experience must be sufficient to demonstrate the ability to: Planning and carrying out difficult IT assignments, developing new methods, approaches and procedures; providing advice and guidance to other organization employees on a wide range and variety of complex IT issues; evaluating and recommending the adoption of new or enhanced approaches to delivering IT services; testing and optimizing the functionality of systems, networks, and data; identifying and defining business or technical requirements applied to the design, development, implementation, management and support of systems and networks; and/or Evaluating proposals for the acquisition of IT products and services, ensuring the optimal ensuring the optimal use of commercially available products ensuring compliance with data management standards, and recommending new or modified standards to increase efficiency; responding to customer service problems resulting from catastrophic events, such as virus infections or power outages; and developing and updating customer support policies and procedures to ensure appropriate responses to future incidents of a similar nature
1 Which of the following is true about your experience? Answer to this question is required
  • I have at least one (1) year of specialized experience as described above.
  • I have less than one (1) year of full-time experience described above.
2 Have you served as a Subject Matter Expert (SME) in your respective area of IT Customer Support expertise? Answer to this question is required
  • Yes
  • No
3 Which of the following certifications do you currently hold? Answer to this question is required
  • CompTIA A+
  • CompTIA Network+
  • Information Technology Infrastructure Library(ITIL)
  • Security+
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • None of the above
4 Which of the following duties do you perform in your workplace environment? Answer to this question is required
  • Provided assistance to lower-graded co-workers who needed work related help
  • Led meetings to promote collaboration and coordination between groups and customers
  • Led an Information Technology (IT) walk in clinic
  • As the senior member of the team, served as an IT instructor
  • Developed IT Customer Support Job aids
  • None of the above
5 What is your security experience in resolving customer issues? Answer to this question is required
  • Enterprise-wide Network Account Administration
  • Creating and fixing employee profiles
  • Installing and configuring ESSO Employee Single Sign On (e.g., unlocking, token recertification)
  • Configuring Outlook Encryption (Certificate renewal)
  • Create and implement security procedures
  • None of the above
6 Indicate the highest level of experience you performed with installation and maintenance (I&M). Answer to this question is required
  • Worked on a team that was responsible for performing I&M
  • Independently perform I&M.
  • Served as a project manager of a team responsible for I&M
  • None of the above
7 What have you done to keep abreast of the latest IT technologies and trends? Answer to this question is required
  • Presented at an IT technical event.
  • Introduced new IT technologies to upper management
  • Taught a class on current IT technologies
  • None of the above.
8 Which describes your project management training? Answer to this question is required
  • Completed a Project Management Certification
  • Completed Master's certificate degree in Project Management
  • Taken some project management classes/training
  • None of the above
9 What level of experience do you have working with IT vendors or contractors? Answer to this question is required
  • Worked with IT vendors/contractors
  • Developed local guidelines for working with vendors/contractors
  • Directed workload for IT vendors/contractors.
  • Directed IT vendors/contractors to resolve IT issues
  • None of the above
10 Indicate the following areas in which you have experience working with customers. Answer to this question is required
  • Provided training/mentoring to customers on IT technical issues.
  • Developed and implemented new IT standards or procedures that various business units can use
  • Performed trend analysis on customer feedback
  • None of the above
11 What is your experience resolving conflicts with customers? Answer to this question is required
  • Facilitated agreements with different stakeholders (e.g., business operating divisions)
  • Made recommendations to minimize customer disruptions that could be caused by IT-related initiatives
  • Evaluated customer service issues and advised on ways to improve
  • Led customer IT focus groups
  • None of the above.
12 Which of the following reflect your experience in IT problem resolution? Answer to this question is required
  • Conducted knowledge base research
  • Developed plan of action
  • Developed contingency plan or workaround solution
  • Developed risk management plan
  • Conducted root cause analysis
  • None of the above
13 Which of the following describes your experience managing your workload? Answer to this question is required
  • Assigned weekly work/schedules
  • Received tasks from multiple sources some of which are conflicting and place them within the proper schedule and prioritization order.
  • Led a project/program with multiple stakeholders and deadlines
  • Developed a process for workload prioritization within the workgroup
  • Led an IT Customer Support project/program with multiple stakeholders and deadlines
  • Developed an IT Customer Support process for workload prioritization within the workgroup
  • None of the above
14 Which of the following describes your writing experience? Answer to this question is required
  • Continuing Professional Education (CPE) materials focusing on IT Customer Support
  • Executive/Senior manager documents
  • Standard Operating Procedures (SOP) focusing on IT Customer Support
  • Operational Reviews
  • IT Customer Support
  • None of the above.
15 I used my verbal communication skills to ... Answer to this question is required
  • Provide status updates to upper management
  • Lead IT team meetings and groups
  • Present IT trends or improvements to Executive/Senior Managers
  • Taught an IT class (virtual or face to face)
  • 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 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