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Vacancy Details

Grade: 15

No questions specified.

Grade: All Grades

1 Have you held a political appointment within the previous five-year period? Answer to this question is required
  • Yes
  • No
Applicants must possess at least one (1) year of specialized experience equivalent to the next lower grade level in order to basically qualify for this position.
2 Do you possess one year of specialized experience equivalent to the GS-14 grade level in the Federal service developing policies, procedures, and/or technical standards for an information technology office? Answer to this question is required
  • Yes
  • No
3 Do you possess one year of specialized experience equivalent to the GS-14 grade level in the Federal service utilizing databases which are specifically designed to house all information regarding a configuration item? Answer to this question is required
  • Yes
  • No
4 Do you possess one year of specialized experience equivalent to the GS-14 grade level in the Federal service using Remedy or other IT Service Management (ITSM) product? Answer to this question is required
  • Yes
  • No
5 Choose the statement that best describes your experience in an IT Service Desk / Call Center environment: Answer to this question is required
  • I have worked in an IT Service Desk/Call Center environment supporting more than 8,000 users that was using ITIL Framework.
  • I have managed or led in an IT Service Desk / Call Center environment supporting less than 2,000 users.
  • I have managed or led in an IT Service Desk / Call Center environment supporting more than 2,000 users.
  • I have managed or led in an IT Service Desk / Call Center environment supporting less than 2,000 users that was using ITIL Framework.
  • I have managed or led in an IT Service Desk / Call Center environment supporting more than 8,000 users that was using ITIL Framework.
  • I do not have experience as described above
6 Please select the response that represents your experience managing contract staff. Answer to this question is required
  • I have experience managing contract staff who were responsible for providing customer service via a help desk for an entire agency, company, or organization.
  • I have experience managing contract staff who were responsible for providing higher level triage customer support.
  • I have experience managing contract staff who were responsible for providing service exclusively to executive level staff to include mobile devices.
  • I have experience managing contract staff who were responsible for providing a high volume of tier 1 customer support to an agency, company, or organization.
  • I do not have this type of experience.
7 Please select the response that represents your experience with incident ticket metrics. Answer to this question is required
  • I have analyzed the data, reviewed the problems, and developed trends which were utilized by senior level management for process, software, or hardware enhancements.
  • I have conducted trend analysis and root cause discovery to establish process enhancements based on the causality of the incident ticket.
  • I have independently established metrics based on incident ticket data.
  • I have worked with a team that has tracked incident tickets and established a variety of meaningful reports that are used by senior management to make informed decisions regarding processes, hardware, or software enhancements.
  • I do not have this experience.
8 Please select the response that best describes your experience troubleshooting desktop hardware and software issues. Answer to this question is required
  • I frequently perform routine, basic troubleshooting procedures to resolve problems as a regular part of my responsibility.
  • I function as an expert on complex issues to the advanced problem resolution team.
  • I perform troubleshooting procedures to resolve regular and complex issues, provide authoritative advice and resolution guidance, and take corrective measures.
  • I frequently assist in performing troubleshooting for hardware and software issues.
  • I have learned how to perform this type of trouble shooting but have not had to use my skills yet.
  • None of the above.
9 Please select the response the represents your experience developing and updating policies, standards, and guidance for IT service and/or help desk. Answer to this question is required
  • I have been responsible for the governance of service desk and/or help desk policies, procedures, and technical standards.
  • I have developed policies, procedures, and technical standards for the key process areas of the organization.
  • I have worked with a team to update policies on a regular basis to ensure that policies, procedures, and technical standards were relevant to the organization.
  • I have overseen the development and updating of policies, procedures, and technical standards and provided feedback and recommendations for changes to the team.
  • I do not have this type of experience.
10 Please select the response that best describes your experience with service desk policies and procedures. Answer to this question is required
  • I have drafted policies or served on a team that has drafted policies for an agency or organization.
  • I have worked with staff to adjust processes to ensure that the same problems do not continuously arise.
  • I have ensured that processes clearly indicate the difference between an incident, request, and problem.
  • I have collaborated with a subject matter expert to ensure periodic reviews of policies and procedures were conducted and updated as appropriate.
  • I do not have this experience.
11 Please select the response(s) that best describe(s) your experience and demonstrated expert knowledge of planning and directing an IT program. Answer to this question is required
  • I have experience managing and implementing an IT Infrastructure Library (ITIL), or similar, implementation in support of IT service in the areas of support delivery, problem management, enterprise configuration and data management, and desktop services
  • I have experience implementing a high-availability virtual data center infrastructure and hybrid cloud based environment.
  • I have experience using enterprise Information Technology (IT) standards, policies and process, security practices, and strategic planning
  • I have experience managing public information services and product delivery, customer service, call/contact centers.
  • None of the above.
12 Please select the response(s) that best describe your experience overseeing operational planning to direct IT help/service desk needs: Answer to this question is required
  • Establish operating procedures to ensure that proper and effective systems, methods and techniques are utilized.
  • Recommend action to enhance current systems or develop new capabilities to keep pace with substantive programs.
  • Negotiate technical working agreements with other Federal agencies and external organizations.
  • Proactively communicate with customers and supervisors regarding system issues and outages.
  • None of the above.
13 Please select the response(s) that describe(s) your leadership experience: Answer to this question is required
  • I have mentored or coached junior employees and/or peers in the performance of their duties.
  • I have followed up with team members to ensure timeliness in meeting deadlines or completing projects.
  • I have planned and disseminated work assignments to staff.
  • I have resolved conflict, differences, and problems among team members.
  • I have set goals, expectations, and deadlines for team members.
  • I have served as a team leader or supervisor.
  • I have encouraged the participation of others in a group or activity.
  • I have served as substitute for a team leader or supervisor.
  • None of the above.
14 Please select the type of team dynamic you have experience supervising. Answer to this question is required
  • I have expertise managing a team who collaborate across various levels of the organization in order to meet customer needs.
  • I have experience managing a diverse and remote workforce.
  • I have experience managing a team with varying levels of experience who work primarily onsite but occasionally work remotely.
  • I have experience managing a diverse team that worked primarily onsite.
  • I do not have this type of experience.