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Grade: 05

No specific questions.

Grade: All Grades

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. The experience may have been gained in either the public or private sector. Specialized experience for this position is defined as proven proficiency and supportable experience (as evidenced in the resume): - providing assistance to customers or internal employees in the use of automated systems or software (such as assisting users in a college computer lab; providing customer service in a helpdesk capacity with online transactions; or providing phone support to PC end-users, peers and managers in the areas of e-mail, directories, standard Windows desktop or other automated applications in a call center environment). -OR- - You may substitute education for experience as follows: Successful completion of a full four-year course of study in any field leading to a bachelor's degree. A copy of transcript or list of college courses designating semester or quarter hours earned is required to receive proper credit. -OR- - You may qualify by a combination of experience and education. The experience may have been gained in either the public or private sector. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
1 Choose the one answer that best describes your education and/or experience as it pertains to the requirements for this position. Answer to this question is required
  • I have one year (52 weeks) or more of specialized experience at the GS-04 level, or equivalent as described above.
    1.1 Please give the dates/resume reference when you gained this education and/or experience. Maximum length of 250 characters.
  • I have successfully completed 4 full years of education above the high school level (in any field) in an accredited business, secretarial or technical school, junior college, college, or university.
    1.1 Please give the dates/resume reference when you gained this education and/or experience. Maximum length of 250 characters.
  • I have a combination of education and experience as described that together qualify me for this position.
    1.1 Please give the dates/resume reference when you gained this education and/or experience. Maximum length of 250 characters.
  • I do not meet any of the requirements as described above.
2 Select all software applications you routinely use to produce a work product. Answer to this question is required
  • Word processing software such as Microsoft Word
  • Spreadsheet software such as Microsoft Excel
  • Presentation software such as Microsoft Power Point
  • Data base management software such as Microsoft Access
  • None of the above
3 Select all the following tasks with which you have experience on a regular and recurring basis in support of an organization’s program operations. Answer to this question is required
  • Conducting research on the internet/intranet or online document library
  • Creating spreadsheets containing formulas and/or filters
  • Editing spreadsheets to keep information up to date
  • Creating reports containing tables, charts and graphics
  • Entering information in an automated database
  • Querying information in an automated database
  • Developing reports of information contained in an automated database
  • Updating automated system tables
  • Creating or editing webpages using web development software/language such as Dreamweaver/html
  • None of the above
4 Choose the answer which best describes your education in information systems. Answer to this question is required
  • I have successfully completed a college level course in information systems or software.
  • I have successfully completed multiple college level courses in information systems or software.
  • None of the above.
5 Do you have experience assisting customers with an automated human resources system (i.e. automated personnel action tracking system, timekeeping system, or training system). Answer to this question is required
  • Yes
  • No
6 Select all the following tasks with which you have experience performing in support of an organization’s program operations. Answer to this question is required
  • Explaining automated system functionality for multiple systems
  • Explaining how one automated system interfaces with or impacts another
  • Participating as a system tester
  • None of the above
7 Please select the response(s) that describe your experience providing customer service. Answer to this question is required
  • Determining customer needs, resolving routine customer issues, and referring complex issues to the appropriate staff
  • Explaining procedures
  • Determining the callers right to receive sensitive information
  • Following up on customer requests that could not be immediately resolved
  • Eliciting additional information from customers to ensure accurate and complete understanding and reporting
  • None of the above
8 Please select the response(s) that describe your experience providing support to users of an automated system. Answer to this question is required
  • Providing informal assistance with automated systems to coworkers
  • Responding to trouble calls/requests for assistance with automated systems
  • Diagnosing and fixing problems with automated systems
  • I do not have experience providing support to users of an automated system
9 Choose the answer that best describes your experience. Answer to this question is required
  • I have experience answering a large number of questions over the telephone
  • I have answered customer calls as part of a call center
  • I have answered user calls as part of a call center/help desk where I primarily assisted with one or two automated systems
  • I have answered user calls as part of a call center/help desk where I primarily assisted with more than two automated systems
  • None of the above.
10 Choose the answer that best describes your experience using e-mail. Answer to this question is required
  • I have experience responding to a large number of questions via e-mail.
  • I have experience answering customer e-mails from a shared/group e-mail account or multiple e-mail accounts.
  • I have responded to e-mails as part of a call center/help desk where I primarily assisted with one or two automated systems.
  • I have responded to e-mails as part of a call center/help desk where I primarily assisted with more than two automated systems
  • None of the above.
11 Do you have experience answering questions related to human resources systems or procedures? Answer to this question is required
  • Yes
  • No
12 Select the statement that describes your on-the-job experience in providing customer service. Answer to this question is required
  • I have provided services to the public
  • I have provided services to customers within my own organization
  • I have provided services to an external customer organization
  • I have provided services to multiple external customer organizations at one time
  • None of the above
13 When dealing with a difficult customer or complex issue, please select the response that best describe your experience. Answer to this question is required
  • Provide basic information to the customer, seek to identify the nature of the issue, and refer the problem or situation to higher level.
  • Assess situation, attempt to resolve issue by eliciting information, refer issue to higher level staff with a brief chronology of situation, potential effects of alternative decisions, legal or regulatory issues involved, and policy or past decisions that have a direct bearing on the situation.
  • Independently determine appropriate action after reviewing a variety of factors, such as the nature and scope of the problem.
  • None of the above.
14 Choose the statement(s) that describe your experience. Answer to this question is required
  • I have experience effectively communicating non- technical information to internal or external customers verbally.
  • I have experience effectively communicating technical information to internal or external customers verbally.
  • I have provided information and advice on established procedures.
  • I have provided or directed customers to the appropriate reference material.
  • I have effectively assisted disgruntled customers.
  • None of the above.
15 I have experience performing the following: Answer to this question is required
  • Effectively communicating non-technical information to internal or external customers in writing.
  • Effectively communicating technical information to internal or external customers in writing.
  • Broadcasting written announcements to stakeholder groups.
  • Collecting and compiling written information and presenting it in a logical format that allows for ease of interpretation by others.
  • None of the above.
16 Choose the statement that best describes your working experience that you felt most comfortable and performed your best. Answer to this question is required
  • I have worked alone and believe my ability to maintain a clear focus on the work at hand permitted me to achieve consistently excellent results.
  • I have worked in small, close knit groups having common goals, and contributed to the accomplishment of assigned tasks.
  • I have worked in groups where my ability to coordinate and cooperate with other team members contributed to the achievement of consistently excellent results.
  • None of the above.
17 Do you have experience interacting effectively in situations where frequent changes, delays, or unexpected events caused shifting priorities, timelines, or assignments. Answer to this question is required
  • Yes
  • No
18 Which of the following most closely describes your use of guidelines in completing assignments. Answer to this question is required
  • I have applied a large number of guidelines, some of which I memorized.
  • I have experience interpreting and applying extensive guidelines in the form of instructions, guides, manuals, and regulations.
  • I have experience interpreting, adapting, and applying written guidelines.
  • None of the above