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Summary This position is located in the Office of the Chief Information Technology (OAIT) within the Office of Administration (OA). The incumbent serves as a technical member of the Application Support Group (ASG), responsible for troubleshooting, responding to service requests, conducting quality assurance and deploying applications. To apply, please submit your resume directly to [email protected]. Please include the announcement number (EOP-OA-12829673-26-HHL) in your email subject line. Responsibilities At the full performance, your duties include but are not limited to the following: Serves as the initial point of contact for end users experiencing technical issues: This involves logging, categorizing, and prioritizing incidents and service requests in IT Service Management (ITSM) system and performing extensive troubleshooting, resolving a complexity of user errors, and providing instructions on system functionality. Gathers relevant information to assist technical teams in diagnosing problems: This includes reproducing and validating user-reported issues, and when applicable tracking escalated issues to resolution and ensuring response to users is timely. Independently drafts, analyzes, and presents reports to leadership on ticket statuses and compliance to policy. Delivers high-quality customer service by clearly communicating and managing user expectations. This includes supporting executive-level users with discretion and urgency and ensuring consistent, user-friendly communications throughout the incident lifecycle. Develops course material and training aid, provides instructions, develops metrics, and systems to track the success of the Application Support Group (ASG) training programs. Requirements Conditions of Employment Qualifications MINIMUM QUALIFICATION REQUIREMENTS: All applicants must meet the qualification requirements outlined below to be considered minimally qualified for this position. The qualification requirements are in accordance with the OPM Qualification Standards. ALL QUALIFICATIONS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT. SPECIALIZED EXPERIENCE FOR GS-7: One full year (52 weeks) of IT-related experience equivalent to a GS-05. Specialized experience is defined as follows: Assisting in the design specifications, coding and test plans of software and automated systems; and Applying IT principles and practices to in the software development process. -OR- EDUCATION SUBSITUTION: One full year of graduate level education in a field of study that directly relates to this position (e.g. 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). NOTE: You must provide a copy of your transcripts for verification. -OR- Bachelor's degree with Superior Academic Achievement (S.A.A.): In order to be creditable under this provision, your degree must be in a field of study directly relates to this position (e.g. 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). S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. based on the following: Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses. Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2years of the curriculum. Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. Election to membership in a national scholastic honor society -- Applicants can be considered eligible based on membership in one of the national scholastic honor societies recognized by the Association of College Honor Societies. Agencies considering eligibility based on any society not included in the following list must ensure that the honor society meets the minimum requirements of the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision. NOTE: You must provide a copy of your transcripts for verification. SPECIALIZED EXPERIENCE FOR GS-9: One full year (52 weeks) of IT-related experience equivalent to a GS-07. Specialized experience is defined as follows: Developing, implementing, coding, testing, operating, and modifying software and automated systems; Conducting systems requirement reviews; and Applying IT principles and practices to in the software development process. -OR- EDUCATION SUBSITUTION: Possess a Master's or equivalent graduate degree OR 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree in a related field (e.g. 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). NOTE: You must provide a copy of your transcripts for verification. SPECIALIZED EXPERIENCE FOR GS-11: One full year (52 weeks) of IT-related experience equivalent to a GS-09. Specialized experience is defined as follows: Providing expertise and technical guidance on developing, implementing, coding, testing, operating, and modifying software and automated systems; Conducting systems requirement reviews and taking necessary corrective action; and Applying complex IT principles and practices to in the software development process. -OR- EDUCATION SUBSITUTION: Possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in a related field (e.g. 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). NOTE: You must provide a copy of your transcripts for verification. -AND- In addition to the specialized experience or education substitution described above, individuals must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (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. You will receive credit for all qualifying experience, including volunteer experience. Education ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement. PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society. GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study. FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html Additional Information If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans. Active Duty Military Members MAY apply under this announcement due to the Veterans Opportunity to Work (VOW) Act. You must submit a certification of expected discharge or release from active duty under honorable conditions along with your application for Federal employment. A certification is a document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days from the date of application. If selected, appointment eligibility requirements must be met prior to the effective date of appointment. Males born after December 31, 1959 must be registered or exempt from Selective Service (see https://www.sss.gov/RegVer/wfRegistration.aspx). Equal Employment Opportunity (EEO) Policy Statement: http://www.eeoc.gov/federal/index.cfm Employment Information Resources - Resource Center: https://help.usajobs.gov/index.php/Main\_Page If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternative Application.