INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT)

Summary

You will serve as an Information Technology Specialist (Customer Support) in the BUREAU OF MEDICINE AND SURGERY.

This announcement uses the Expansion of Direct Hire Authority Personnel of the Department of Defense to recruit and appoint qualified candidates to certain positions in the competitive service.

Learn more about this agency

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Overview

• Accepting applications
• Open & closing dates

09 / 17 / 2024 to 09 / 23 / 2024

Salary

$82,764 - $107,590 per year

Pay scale & grade

GS 11

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Location

1 vacancy in the following location :

• Falls Church, VA
• Remote job
• Telework eligible

Yes-as determined by the agency policy.

Travel Required

Occasional travel - You may be expected to travel for this position.

Relocation expenses reimbursed

Yes-You may qualify for reimbursement of relocation expenses in accordance with agency policy.

Appointment type

Permanent

Work schedule

Full-time

Service

Competitive

Promotion potential

None

• Job family (Series)
• 2210 Information Technology Management
• Supervisory status
• Security clearance

Secret

• Drug test
• Financial disclosure
• Bargaining unit status
• Announcement number

DE-12542462-24-LMH

Control number

809417800

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This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

U.S. Citizens

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Duties

• You will be responsible for the management, and oversight of the Secret Internet Protocol Router Network (SIPRNet) service delivery.
• You will use an established SharePoint site and integrated ticketing system.
• You will identify, understand, troubleshoot, and resolve a broad array of IT issues and problems.
• You will adjust or create new standard operating procedures (SOPS) internal for customer services resolution.
• You will communicate technology needs and requirements to end users providing update of ongoing upgrades / installation requirements.
• You will administer accounts, network rights, and access to systems and equipment.
• You will provide end users tiered level customer support by coordinating software, hardware, network, and security issue resolution.
• You will define and develop IT project scope, objectives, milestones, and deliverables.

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Requirements

Conditions of Employment

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check.

To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov

• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• You will be required to obtain and maintain an interim and / or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal
• This is a Cyberspace Workforce position, work role code 411 Technical Support Specialist, the incumbent is required to obtain and maintain qualifications in DoDM 8140.

03 Cyber Workforce Qualification and Department of Navy policies.

This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites.

Qualifications

Position is designated a Cyber IT / Cybersecurity Workforce position in specialty area Technical Support Specialist (411).

Applicants must have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position.

Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position.

Such experience is typically in or directly relates to the work of the position to be filled by demonstrating each of the four competencies listed below :

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include : Monitoring and evaluating information technology system requirements to ensure compliance with IT security requirements.

2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations;

knows about available products and services; is committed to providing quality products and services. IT-related experience demonstrating this competency include : Working closely with customer officials to ensure seamless information technology system implementation.

3.Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial);

makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

IT-related experience demonstrating this competency include : Providing advice and guidance to customers and presenting formal and informal training to technical and non-technical personnel on IT procedures and processes.

4.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

IT-related experience demonstrating this competency include : Identifying and resolving customer reported information technology incidents.

In addition to the experience demonstrating the four competencies above : Your resume must demonstrate at least one year of specialized experience at or equivalent to the (GS-09) grade level or pay band in the Federal service or equivalent experience in the private or public sector.

Specialized experience must demonstrate the following :

• Experience communicating directly with customers to provide IT assistance, including troubleshooting, root cause analysis, and issue resolution of complex issues.
• Experience with a wide variety of IT infrastructure, hardware, applications, operating systems, and protocols.
• Experience implementing and managing support systems and networks.
• Experience performing project management principles and practices to effectively plan IT projects, objectives, milestones, and deliverables.

Additional qualification information can be found from the following Office of Personnel Management web site : https : / / www.

opm.gov / policy-data-oversight / classification-qualifications / general-schedule-qualification-standards / 0300 / gs-2210-information-technology-management-series /

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

Education

In lieu of specialized experience, you may qualify with the following education or combination of both education and experience :

Graduate Education : Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

GS-11

Ph.D. or equivalent doctoral degree

3 full years of progressively higher level graduate education leading to such a degree

LL.M., if related

A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information.

Additional information

Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees.

A relocation incentive is generally a single payment intended to offset some of the relocation costs experienced by the selectee.

A relocation incentive may be authorized.

This position is covered by the Department of Defense Priority Placement Program.

Additional vacancies may be filled by this announcement.

A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.

Federal annuitant information : The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants.

Policy information may be found at : http : / / www.secnav.navy.mil / donhr / Documents / CivilianJobs / FedCivAnnuitants.pdf

Veteran's preference does not apply when selecting individuals under the specific hiring authority addressed in the Summary section of this announcement.

However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below.

During the application process you will have the option to opt-in to make your resume available to hiring managers in the agency who have similar positions.

Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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Benefits

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

In order to qualify for this position, your resume must provide sufficient experience and / or education, knowledge, skills, and abilities to perform the duties of the specific position for which you are being considered.

Your resume is the key means we have for evaluating your skills, knowledge, and abilities as they relate to this position.

Therefore, we encourage you to be clear and specific when describing your experience.

When the application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement.

You will be rated based on the information provided in your resume and responses to the Occupational Questionnaire, along with your supporting documentation.

If selected, you may be required to provide supporting documentation.

If after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and / or experience, you may be found ineligible / not qualified.

Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

All qualification requirements must be met by the closing date of this announcement.

Benefits

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

Contact the hiring agency for more information on the specific benefits offered.

Required Documents

As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee.

You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

You are required to provide documentation that supports the eligibility and qualification claims made in your resume and assessment questionnaire.

You must submit the applicable documents listed here and those listed with the eligibilities you select in the announcement questionnaire with your application package.

Applicants who do not provide supporting documentation that fully support their claims will not be referred to the hiring manager.

Cover letter is optional.

A complete resume is required. Your resume must show relevant experience, job title, duties and accomplishments. Your resume must show complete information for each job entry to support minimum qualifications.

The following information should be provided in your resume, but it is acceptable to provide elsewhere in your application package : employer's name, starting and end dates (Mo / Yr), hours per week, and pay plan, series and grade level (e.

g. GS-0201-09) for relevant federal experience.TIP : A good way to ensure you include all essential information is to use the Resume Builder in USAJOBS to create your resume.

Are you claiming membership in any professional organizations, or possession of a license, certificate or credentials? Check the Conditions of Employment section above to see if any are required.

If you claim membership, license, certification, or credentials, you must submit a copy of said document in your application package.

Are you using education as a substitute for some or all of the experience requirement? Is there a basic education requirement for this position?

Check the Education section above to see what is allowed and what is required. Any claims you make in your resume or assessment questionnaire regarding education or degrees MUST be supported by submitting with your application official or unofficial transcripts or a list of courses, grades earned, completion dates, and quarter and semester hours earned issued from your school.

While unofficial transcripts are acceptable for initial application, an official transcript will ultimately be required if you are selected for the position.

You may submit a copy your degree(s) if specific coursework does not have to be verified.

Are you a veteran claiming 5-point veterans' preference or claiming sole survivorship preference? It's recommended that you submit a copy of your latest DD-214 Certificate of Release or Discharge from Active Duty (any copy that shows all dates of service, as well as character of service Honorable, General, etc.

is acceptable) OR a VA letter that shows dates of service or service connected disability AND character of service. If you have more than one DD-214 for multiple periods of active duty service, submit a copy for each period of service.

If you were issued a DD-215 to amend aforementioned information on the DD-214, we recommend you submit that, too. If you are not sure of your preference eligibility, visit the Department of Labor's website : Veterans' Preference Advisor

Are you a disabled veteran or claiming 10-point veterans' preference?

If you are eligible to claim 10 point veterans preference, it's recommended that you submit a DD-214 Certificate of Release or Discharge from Active Duty, as described above for 5-point preference.

It's recommended you also provide the applicable supporting documentation of your disability (e.g., disability letter from the VA), as described on the Standard Form-15 (SF-15).

http : / / www.opm.gov / forms / pdf fill / SF15.pdf.

Are you an active duty service member? Active Duty Service Members are required to submit a statement of service printed on command letterhead and signed by the command.

The statement of service must provide the branch of service, rate / rank, all dates of service, the expected date of discharge and anticipated character of service (Honorable, General, etc.).

Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office.

Some supplemental documents contain personal information such as SSN and DOB and some documents such as military orders and marriage certificates may contain personal information for someone other than you.

You may sanitize these documents to remove said personal information before you submit your application. You must provide an un-sanitized version of the documents if you are selected.

If you are relying on your education to meet qualification requirements :

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications.

Therefore, provide only the attendance and / or degrees from schools accredited by accrediting institutions recognized by the U.

S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

Click the Apply Online button to create an account or log in to your existing USAJOBS account.

To apply for this position, you must provide a complete Application Package which includes :

1. Complete resume with relevant experience, job title, duties and accomplishments. Your resume must show complete information for each job entry to support minimum qualifications.

The following information should be provided in your resume, but it is acceptable to provide elsewhere in your application package : employer's name, starting and end dates (Mo / Yr), hours per week, and pay plan, series and grade level (e.

g. GS-0201-09) for relevant federal experience.TIP : A good way to ensure you include all essential information is to use the Resume Builder in USAJOBS to create your resume.

2. Complete assessment questionnaire. For a quick preview of the assessment questionnaire click here : https : / / apply.

usastaffing.gov / ViewQuestionnaire / 12542462

3. Supporting documentation.

Failure to submit a complete application package will result in an ineligible rating and loss of consideration.

You are encouraged to apply online. Applying online will allow you to review and track the status of your application.

Your complete application (resume, assessment questionnaire, and all supporting documents) must be received by 11 : 59 pm Eastern Standard Time (EST) on 09 / 23 / 2024 .

Applications received after 09 / 23 / 2024 will generally result in an ineligible rating and loss of consideration. If more than one resume is received, only the last resume received and processed will be reviewed.

Do not email or send hard copy resumes / applications to the Contact Information or Agency Information listed in this vacancy announcement.

All resumes / applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.

It is the applicant's responsibility to verify that all information in their resume and documents are legible and accurate.

HR will not modify answers / documents submitted by an applicant.

Agency contact information

Department of Navy EIC

Email [email protected]

Address BUREAU OF MEDICINE AND SURGERY

Bureau of Medicine and Surgery

Falls Church, VA 22042

Learn more about this agency

Next steps

When the application process is complete, your application will be reviewed to determine if you meet the hiring eligibility and qualification requirements for which you requested consideration.

You will be rated based on the information provided in your resume and responses to the questionnaire, along with your supporting documentation to determine your level of knowledge, skill, and ability related to the job requirements.

Qualified applicants will be referred to the hiring manager. The hiring manager may choose to conduct interviews. You will be notified of our rating and referral decision.

If you are referred, you will be notified when a hiring decision is made.

NOTE : If you have any questions or need assistance, please email the DON Employment Information Center at [email protected]

Fair and Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request

Help

Required Documents

You are required to provide documentation that supports the eligibility and qualification claims made in your resume and assessment questionnaire.

You must submit the applicable documents listed here and those listed with the eligibilities you select in the announcement questionnaire with your application package.

Applicants who do not provide supporting documentation that fully support their claims will not be referred to the hiring manager.

Cover letter is optional.

A complete resume is required. Your resume must show relevant experience, job title, duties and accomplishments. Your resume must show complete information for each job entry to support minimum qualifications.

The following information should be provided in your resume, but it is acceptable to provide elsewhere in your application package : employer's name, starting and end dates (Mo / Yr), hours per week, and pay plan, series and grade level (e.

g. GS-0201-09) for relevant federal experience.TIP : A good way to ensure you include all essential information is to use the Resume Builder in USAJOBS to create your resume.

Are you claiming membership in any professional organizations, or possession of a license, certificate or credentials? Check the Conditions of Employment section above to see if any are required.

If you claim membership, license, certification, or credentials, you must submit a copy of said document in your application package.

Are you using education as a substitute for some or all of the experience requirement? Is there a basic education requirement for this position?

Check the Education section above to see what is allowed and what is required. Any claims you make in your resume or assessment questionnaire regarding education or degrees MUST be supported by submitting with your application official or unofficial transcripts or a list of courses, grades earned, completion dates, and quarter and semester hours earned issued from your school.

While unofficial transcripts are acceptable for initial application, an official transcript will ultimately be required if you are selected for the position.

You may submit a copy your degree(s) if specific coursework does not have to be verified.

Are you a veteran claiming 5-point veterans' preference or claiming sole survivorship preference? It's recommended that you submit a copy of your latest DD-214 Certificate of Release or Discharge from Active Duty (any copy that shows all dates of service, as well as character of service Honorable, General, etc.

is acceptable) OR a VA letter that shows dates of service or service connected disability AND character of service. If you have more than one DD-214 for multiple periods of active duty service, submit a copy for each period of service.

If you were issued a DD-215 to amend aforementioned information on the DD-214, we recommend you submit that, too. If you are not sure of your preference eligibility, visit the Department of Labor's website : Veterans' Preference Advisor

Are you a disabled veteran or claiming 10-point veterans' preference?

If you are eligible to claim 10 point veterans preference, it's recommended that you submit a DD-214 Certificate of Release or Discharge from Active Duty, as described above for 5-point preference.

It's recommended you also provide the applicable supporting documentation of your disability (e.g., disability letter from the VA), as described on the Standard Form-15 (SF-15).

http : / / www.opm.gov / forms / pdf fill / SF15.pdf.

Are you an active duty service member? Active Duty Service Members are required to submit a statement of service printed on command letterhead and signed by the command.

The statement of service must provide the branch of service, rate / rank, all dates of service, the expected date of discharge and anticipated character of service (Honorable, General, etc.).

Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office.

Some supplemental documents contain personal information such as SSN and DOB and some documents such as military orders and marriage certificates may contain personal information for someone other than you.

You may sanitize these documents to remove said personal information before you submit your application. You must provide an un-sanitized version of the documents if you are selected.

If you are relying on your education to meet qualification requirements :

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications.

Therefore, provide only the attendance and / or degrees from schools accredited by accrediting institutions recognized by the U.

S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Help

How to Apply

Click the Apply Online button to create an account or log in to your existing USAJOBS account.

To apply for this position, you must provide a complete Application Package which includes :

1. Complete resume with relevant experience, job title, duties and accomplishments. Your resume must show complete information for each job entry to support minimum qualifications.

The following information should be provided in your resume, but it is acceptable to provide elsewhere in your application package : employer's name, starting and end dates (Mo / Yr), hours per week, and pay plan, series and grade level (e.

g. GS-0201-09) for relevant federal experience.TIP : A good way to ensure you include all essential information is to use the Resume Builder in USAJOBS to create your resume.

2. Complete assessment questionnaire. For a quick preview of the assessment questionnaire click here : https : / / apply.

usastaffing.gov / ViewQuestionnaire / 12542462

3. Supporting documentation.

Failure to submit a complete application package will result in an ineligible rating and loss of consideration.

You are encouraged to apply online. Applying online will allow you to review and track the status of your application.

Your complete application (resume, assessment questionnaire, and all supporting documents) must be received by 11 : 59 pm Eastern Standard Time (EST) on 09 / 23 / 2024 .

Applications received after 09 / 23 / 2024 will generally result in an ineligible rating and loss of consideration. If more than one resume is received, only the last resume received and processed will be reviewed.

Do not email or send hard copy resumes / applications to the Contact Information or Agency Information listed in this vacancy announcement.

All resumes / applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.

It is the applicant's responsibility to verify that all information in their resume and documents are legible and accurate.

HR will not modify answers / documents submitted by an applicant.

Read more

Agency contact information

Department of Navy EIC

Email [email protected]

Address BUREAU OF MEDICINE AND SURGERY

Bureau of Medicine and Surgery

Falls Church, VA 22042

Learn more about this agency

Next steps

When the application process is complete, your application will be reviewed to determine if you meet the hiring eligibility and qualification requirements for which you requested consideration.

You will be rated based on the information provided in your resume and responses to the questionnaire, along with your supporting documentation to determine your level of knowledge, skill, and ability related to the job requirements.

Qualified applicants will be referred to the hiring manager. The hiring manager may choose to conduct interviews. You will be notified of our rating and referral decision.

If you are referred, you will be notified when a hiring decision is made.

NOTE : If you have any questions or need assistance, please email the DON Employment Information Center at [email protected]

Read more

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request

Print

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• Twitter

Help

Overview

• Accepting applications
• Open & closing dates

09 / 17 / 2024 to 09 / 23 / 2024

Salary

$82,764 - $107,590 per year

Pay scale & grade

GS 11

Location

1 vacancy in the following location :

• Falls Church, VA
• Remote job
• Telework eligible

Yes-as determined by the agency policy.

Travel Required

Occasional travel - You may be expected to travel for this position.

Relocation expenses reimbursed

Yes-You may qualify for reimbursement of relocation expenses in accordance with agency policy.

Appointment type

Permanent

Work schedule

Full-time

Service

Competitive

Promotion potential

None

• Job family (Series)
• 2210 Information Technology Management
• Supervisory status
• Security clearance

Secret

• Drug test
• Financial disclosure
• Bargaining unit status
• Announcement number

DE-12542462-24-LMH

Control number

809417800

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov / job / 809417800. Only resumes submitted according to the instructions on the job announcement listed at www.

usajobs.gov will be considered.