Information Technology Specialist (Customer Support)_

Dallas

Summary This position is in Region 6, Information Technology and Operations Management Branch, Information Technology Services Section. About Region 6: pa.gov/aboutepa/epa-region-6-south-central This is an office-centered position*--you must physically report to the duty station stated in this announcement on a regular basis. *EPA offers work-from-home and work schedule flexibilities as described in the Benefits section. Responsibilities At the entry level of this position, you will: Provide customer support for new system hardware and software. Provide customer support service for information technology (IT) equipment, software, systems, interfaces and networks. Ensure contractors perform the technical and management requirements of IT contracts in accordance with contract terms, conditions, and specifications. Provide customer support for problem solving, integrating and managing functional operations of multiple computer systems, software packages, networks and applications programs. Communicate information about system changes. When entering a Federal job at a grade level lower than the highest promotion potential level, you may be promoted to more complex duties and work more independently, as your career progresses. NOTE: Career ladder promotions are not automatic, and all eligibility and qualifications requirements must be met in order to progress to the next grade level. Requirements Conditions of Employment You must be a U.S. citizen. You must submit a resume and required documents--see How to Apply section. EPA and non-EPA applicants must submit transcripts/course listings. #LI-Onsite If you are selected, you may be required to complete a one-year probationary period if appointed as Competitive Service or a two-year trial period if appointed as Excepted Service. This position is designated as High Risk and requires a background investigation. Unless an appropriate background investigation is already on record with the Office of Personnel Management, you must undergo a background investigation. All conditions of the pre-employment security process must be met before an official letter of employment can be issued with a report for duty date. You must meet time in grade requirements no later than 30 calendar days after the closing date of this announcement. Qualifications NOTE: You must meet qualification requirements, including any requirements described in the Education section, by the closing date of this announcement. In addition to the basic education requirements, you must have specialized experience and/or directly related education as described below: To qualify for the GS-09 level, you need to have at least one year of full-time experience equivalent to the GS-07 level defined as assisting customers by identifying and resolving hardware and software problems - OR master's or equivalent graduate degree; OR 2 full years of progressively higher level graduate education leading to such a degree; degree in an academic discipline described below. To qualify for the GS-11 level, you need to have at least one year of full-time experience equivalent to the GS-09 level defined as assisting customers by identifying and resolving hardware and software problems; providing technical support to end users - OR Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; degree in an academic discipline described below. Your answers to the online assessment will be used to evaluate your competencies in the following areas: Knowledge of information technology operating systems, database systems, hardware, local area networks, and software applications. Skill in researching specifications and proposing recommendations for the acquisition of new IT systems and software. Skill in using tools to assess server performance, install software and hardware, and conduct systems updates. Knowledge of contract management. Skill in written communication. 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. *If you have part-time work experience, read this: EPA Announcement Policies and Procedures. Education You must have one of the following: - Bachelor's or higher degree from an accredited or pre-accredited college or university 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; OR - IT-related experience demonstrating each of these four competencies: 1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail; 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; 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; 4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. For information about accreditation requirements, visit EPA Announcement Policies and Procedures. Additional Information This position is in the bargaining unit. Are you a Displaced Federal Employee? If so, please read the Required Documents section and visit the EPA website for additional information on the Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP): EPA Announcement Policies and Procedures NOTE: To be entitled to selection priority, you must be rated well-qualified (i.e., you must have a score of 87 or higher--see the How You Will Be Evaluated section). Diversity, equity, and inclusion are core values at EPA. Our excellence can only be fully realized by staff who share our commitment to these values. Successful candidates are committed to advancing equity and inclusion in the Agency’s workplace and mission. We encourage applications from candidates with a variety of personal experiences, values, and worldviews that arise from differences of culture and circumstance. At EPA, diversity is a vital element in bringing a balance of perspectives to bear on every challenge we face. We are committed to creating a diverse workforce because we know that the individual strengths and abilities of our employees make us a stronger organization. The more inclusive our employee base is, the greater the variety of ideas that are generated, and the more representative we are of the nation we serve. To learn more about how EPA values and supports our diverse workforce, visit Equal Opportunity Employment at EPA. EPA participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees. For additional information: EPA Announcement Policies and Procedures. Although the Service type indicated in the Overview section is Competitive, you may be appointed as Excepted Service based on your eligibility to be hired under certain appointing authorities. If you are selected, travel, transportation, and relocation expenses will not be paid by EPA. Any travel, transportation, and relocation expenses associated with reporting to work in this position will be your responsibility. Except in special circumstances, those new to the federal government will be hired at the starting salary (step 1) of the applicable grade range listed in the Overview section.