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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
A combination of experience and education at an accredited college or university equivalent to 4 years. You may combine the college credits you completed with any qualifying experience you have to total the equivalent of a four-year college education.
When combining education and experience use the following formula to calculate the total amount. Part time work experience should be prorated. Formula using Semester hours: # Semester Hrs completed divided by 120 Semester Hrs + # of month's experience divided by 36 months. Example: 90 Semester hours of college (90/120) and 18 months experience (18/36). 90/120 + 18/36 =.75+.50 =1.25. If your answer is one or more, you have the required combination.
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 Do you have any IT certifications that are generally recognized in the industry? Answer to this question is required
  • A+ (Comptia A+ Essentials, Comptia 22-602 Desktop, Comptia 220-603 ESD)
  • CCNA (Cisco Certified Network Associate)
  • MCDST (Microsoft Certified Desktop Support Technician)
  • MCP (Microsoft Certified Professional)
  • MCSA (Microsoft Certified Systems Administrator)
  • MCSE (Microsoft Certified Systems Engineer)
  • Networking
  • Other
3 Which of the following best describes your experience troubleshooting IT problems to identify solutions that resolves the customer's issue? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
4 Which of the following best describes your experience in using formal measures to measure multiple aspects of customer service performance (including time to resolution, first call resolution, time to initial contact)? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
5 Which statement best describes your experience? Answer to this question is required
  • I present non-technical information to my coworkers.
  • I informally communicate with peers to share work related information.
  • I completed a course in oral communication or presentation but not yet orally presented material in a work environment.
  • None of the above.
6 Which statement best describes your experience? Answer to this question is required
  • I have experience in prioritizing, planning, and scheduling technical IT tasks and activities based on project objectives.
  • I have assisted in prioritizing, planning, and scheduling technical IT tasks and activities based on project objectives.
  • I have completed tasks within established deadlines.
  • 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.
When combining education and experience use the following formula to calculate the total amount. Part time work experience should be prorated. Formula using Semester hours: # Sem Hrs completed divided by # of semester hours in a year of study as defined by your school + # of month's experience divided by 12 months. Example: 15 Semester hours of college (15/15 number of semester hours in a year and 6 months experience (6/12). 1+.50 = 1.50. If your answer is one or more, you have the required combination
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 Which of the following best describes your experience troubleshooting IT problems to identify solutions that resolves the customer's issue? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
3 Which of the following best describes your experience in using formal measures to measure multiple aspects of customer service performance (including time to resolution, first call resolution, time to initial contact)? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
4 Which statement best describes your experience? Answer to this question is required
  • I present technical information to a supervisor.
  • I present non-technical information to my coworkers during staff meetings, etc.
  • I informally communicate with peers to share work related information.
  • None of the above.
5 Which statement best describes your experience in interpreting written IT technical material (professional journal, legal standards, and technical manuals) to resolve computer related issues? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
6 Which statement best describes your experience? Answer to this question is required
  • I have experience in prioritizing, planning, and scheduling technical IT tasks and activities based on project objectives.
  • I have assisted in prioritizing, planning, and scheduling technical IT tasks and activities based on project objectives.
  • I have no experience in this area but I have training in prioritizing, planning, and scheduling technical IT tasks.
  • None of the above.
7 Do you have any IT certifications that are generally recognized in the industry? Answer to this question is required
  • A+ (Comptia A+ Essentials, Comptia 22-602 Desktop, Comptia 220-603 ESD)
  • CCNA (Cisco Certified Network Associate)
  • MCDST (Microsoft Certified Desktop Support Technician)
  • MCP (Microsoft Certified Professional)
  • MCSA (Microsoft Certified Systems Administrator)
  • MCSE (Microsoft Certified Systems Engineer)
  • Networking
  • Other

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.
When combining education and experience use the following formula to calculate the total amount. Part time work experience should be prorated. Formula using Semester hours: # Semester Hrs completed divided by # of semester hours in a 2 year course of study as defined by your school + # of month's experience divided by 12 months. Example: 15 Semester hours of college (15/30- number of semester hours in a 2 year course of study) and 6 months experience (6/12) .50+.50 =1.00. If your answer is one or more, you have the required combination.
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 Do you have any IT certifications that are generally recognized in the industry? Answer to this question is required
  • A+ (Comptia A+ Essentials, Comptia 22-602 Desktop, Comptia 220-603 ESD)
  • CCNA (Cisco Certified Network Associate)
  • MCDST (Microsoft Certified Desktop Support Technician)
  • MCP (Microsoft Certified Professional)
  • MCSA (Microsoft Certified Systems Administrator)
  • MCSE (Microsoft Certified Systems Engineer)
  • Networking
  • Other
3 Which of the following best describes your experience troubleshooting IT problems to identify solutions that resolve multiple problems/issues for customers? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
4 Which of the following best describes your experience in using formal measures to measure multiple aspects of customer service performance (including time to resolution, first call resolution, time to initial contact)? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
5 Which statement best describes your experience? Answer to this question is required
  • I present technical information to a special project team or work group (beyond my normal coworkers).
  • I present technical information to a supervisor.
  • I present non-technical information to my coworkers.
  • None of the above.
6 Which statement best describes your experience in interpreting written IT technical material (professional journal, legal standards, and technical manuals) to resolve computer related issues? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
7 Do you have any formal training on becoming an IT instructor? Answer to this question is required
  • Yes
  • No
8 Which statement best describes your IT teaching experience? Answer to this question is required
  • I do not have IT teaching experience.
  • I provided one-on-one training.
  • I instructed small groups.
  • I taught IT principles and concepts while in a classroom environment.
  • I developed IT curriculum and presented it in a formal classroom environment.
  • I was the lead instructor in developing IT curriculum and presented it in a formal classroom environment.
9 Which statement best describes your experience in working as a member of a team? Answer to this question is required
  • I have never worked on a team at work.
  • I have been a member of a team at work.
  • I have been a member of a team that worked on an IT project.
  • I was a team leader on a team working on an IT project.
10 Which statement best describes your experience as a team member using team management concepts? Answer to this question is required
  • I have been a member of a professional work team.
  • I participated in professional team building training or team facilitator training.
  • I actively lead a team using consensus decision-making techniques.
  • I have no experience in working on a team using teaming concepts.
11 Please indicate your experiences in teaming? Answer to this question is required
  • I lead a team using consensus decision-making techniques.
  • I participated on a team that used consensus decision-making techniques.
  • I participated on a team working with others.
  • I participated in a professional team building training.
  • I participated in team facilitator training.
  • I lead a team using other than consensus decision-making techniques.
  • None of the above.
12 Which statement best describes your experience? Answer to this question is required
  • I have experience following the enterprise life-cycle for IT projects.
  • I have experience in prioritizing, planning, and scheduling technical IT tasks and activities based on project objectives.
  • I have training on prioritizing and planning IT projects.
  • None of the above.
13 Have you assisted in delivering projects utilizing at least one of the following: configuration management, scope management, acquisition management, contract management, risk management, and scheduling and costing? Answer to this question is required
  • Yes
  • No

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 Regarding the effectiveness of our recruitment strategies; how did you first hear about this job? Answer to this question is required
  • Automated USAJOBS saved search notification
  • Posting on a job board or search agent other than USAJOBS (Monster, CareerBuilder, Indeed, LinkUp, etc.)
    1.1 Please indicate the name of the job board or search agent other than USAJOBS you saw the advertisement. Maximum length of 250 characters.
  • Social Media posting (Twitter, Facebook, LinkedIn, on-line job fairs, etc.)
    1.1 Please indicate the name of the Social Media platform you saw the advertisement. Maximum length of 250 characters.
  • IRS Career Website
  • Referred by an IRS employee
  • Attended a recruitment event (Job/Career Fair, Open House, Meet & Greet, Meetup, etc.)
    1.1 Please indicate the name and state of the recruiting event. Maximum length of 250 characters.
  • School/University announcement/career counselor
    1.1 Please indicate the name of the school/university of the announcement where you saw the advertisement. Maximum length of 250 characters.
  • Organizational third party referral (diversity or community organization, church, unemployment office, etc.)
    1.1 Please indicate the name of the Organizational third party referral. Maximum length of 250 characters.
  • Newspaper (print/online)
    1.1 Please indicate the name of the newspaper and the state you saw the advertisement. Maximum length of 250 characters.
  • Radio
    1.1 Please indicate the name of the radio station and state you heard the advertisement. Maximum length of 250 characters.
  • Transit/Bus Advertisement
    1.1 Please indicate the city and state you saw the advertisement. Maximum length of 250 characters.
  • Banner Advertisement - Major News Websites
    1.1 Please indicate the website. Maximum length of 250 characters.
  • Banner Advertisement - Movie Theater Websites
    1.1 Please indicate the website. Maximum length of 250 characters.
  • IRS Post Card Mailing
  • Classified Advertisement Website (Craigslist, Angie’s List, etc.)
    1.1 Please indicate the name of the website, city and state. Maximum length of 250 characters.
  • I prefer not to answer
2 Which statement best describes your experience? Answer to this question is required
  • I have at least three years of experience in network installation, monitoring, and all level maintenance and troubleshooting of the network infrastructure.
  • I have between one and three years of experience in network installation, monitoring, and first and second echelon level (pilot test) maintenance and troubleshooting of the network infrastructure.
  • I have less than one year of experience in network installation, monitoring, and first and second echelon level (pilot test) maintenance and troubleshooting of the network infrastructure.
  • None of the above.
3 Which statement best describes your knowledge in troubleshooting problems in computer software and operating systems? Answer to this question is required
  • I have a basic working proficiency in computer applications.
  • I have basic proficiency or successful completion of education or training in desktop applications.
  • I provide basic computer support by installing software applications and operating systems. I detect and repair minor problems.
  • I respond to users' IT problems with client based and/or server-based applications by testing, troubleshooting, and repairing various aspects of application/operating systems software.
  • None of the above.
4 Which of the following describes your experience in ensuring that IT systems remain secure in a sensitive data environment? Answer to this question is required
  • I have no experience or knowledge in this area.
  • I wrote a disaster recovery plan.
  • I provided input to the disaster recovery plan but did not write the plan.
  • I have experience in conducting IT security checks to ensure compliance.
  • I train customers on security procedures and policies.
  • I perform security updates on antivirus software.
  • I configured a firewall in a personal or professional environment.
  • I developed an analysis on security threats in which I defined threat priorities and mitigating strategies.
  • I served as Security Consultant within the IT arena.
5 I am proficient at installing, configuring, operating and maintaining the following computer operating systems: Answer to this question is required
  • Apple (OS10 or greater)
  • Linux
  • Windows 2000 or greater
  • Unix
  • None of the above
6 Which of the following functions have you regularly performed in supporting Windows computer(s) and systems? Answer to this question is required
  • I install and maintain network printers.
  • I install, configure and support Windows Office 2010 Application Suite.
  • I modify hardware, software and peripheral configurations to enhance performance.
  • I monitor the system(s) for hardware failure.
  • I monitor the system(s) for security threats.
  • I provide file sharing capabilities.
  • I perform data based conversions, back up and recovery.
  • I have replaced a hard drive.
  • Troubleshoot and correct performance problems in the operating system.
  • I have performed support on Windows XP and WIN 7 computer (s) systems.
7 Which statement best describes your experience in applying IT principles and practices to recover data from a crashed system? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
8 Which statement best describes your experience using remote tools in order to solve an IT problem? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
9 Which statement best describes your experience in researching IT technical manuals, web resources and job aids to fix computer problems? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
10 Which statement best describes your experience in writing technical IT material? Answer to this question is required
  • I wrote general correspondence such as an email or letter.
  • I wrote a research paper for a college course in writing.
  • I wrote an IT Instructional paper (how to manual).
  • I wrote a White Paper on an IT related subject.
  • I wrote an article for an IT technical journal such as Packet, PC World, Network Computing, or Information Weekly.
11 Which statement best describes your highest level of experience in making decisions that had a positive impact on your organization's computerized systems? Answer to this question is required
  • I have experience in making IT decisions that improved my computer or one other computer's efficiency.
  • I have experience in making IT decisions that improved my workgroup's efficiency.
  • I have experience in making IT decisions that improved my department's efficiency.
  • I have experience in making IT decisions that improved my whole company's efficiency.
12 Which statement best describes your experience in gathering IT facts through the probe and response method in order to make decisions? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
13 Have you attended any IT conferences or professional IT training within the last 2 years? Answer to this question is required
  • Yes
  • No
14 Which statement best describes your experience in resolving IT technical problems using influencing and negotiating skills to meet the needs of demanding customers? Answer to this question is required
  • I have no education, training, or experience in performing this task/competency.
  • I have had education and training in performing this task/competency, but have not yet performed it on the job.
  • I have performed this task/competency on the job, with close supervision from a supervisor or senior employee.
  • I have performed this task/competency as a regular part of a job, independently and usually without review by supervisor, manager or senior employee.
  • I have supervised performance of this task/competency and/or I have trained others so they can perform this task/competency or others normally consult me as an expert for assistance in performing this task/competency.
Please be sure that your resume includes detailed information to support your qualifications for this position. Failure to provide sufficient evidence in your resume to support your responses to the vacancy questions will result in being determined not qualified for this position.
15 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