Telviv1

https://www.usajobs.gov/job/753013400

Tue, 12-19-23 (televivs future job -->> here are description and other info!)

SUMMARY CONTINUED:

Salary: $85,508 (Step 01) to $111,157 (Step 10); NOTE: First time hires to the Federal Government are typically hired at the Step 01.

There is currently only 1 vacancy to be filled; however, this announcement may be used to fill additional vacancies if they become available.

As an IT Specialist (Customer Support) within the Volcano Science Center, California Volcano Observatory, some of your specific duties will include:

Plans and carries out difficult and complex assignments in the delivery of customer support services.
Diagnoses and resolves difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements.
Identifies priorities and barriers to recommendations and may present recommendations, in writing or orally, to a variety of stakeholders.
Installs, configures, troubleshoots, and maintains customer hardware and software.

Physical Demands:
The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.

Work Environment:
Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment.

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Requirements

Conditions of Employment

Key Requirements:

Applicants must be U.S. Citizens.
Suitable for Federal employment, as determined by background investigation.
Selectee may be subject to serving a one-year probationary period.
Selectee must provide a valid state driver's license & safe driving record.
More requirements are listed under Qualifications and Other Information.

Are There Any Special Requirements For This Position?

This vacancy is limited to the first 35 applications received and will close at midnight Eastern Time on the day this application limit is reached regardless of the closing date specified in this vacancy announcement. Any application received prior to midnight Eastern Time of the day the application limit is reached will be accepted and considered. You are strongly encouraged to submit all required supporting documents at the time of application should the vacancy close earlier than stated in this announcement due to the applicant limit being reached. Supporting documents will not be accepted once the vacancy announcement closes.
Because this position requires travel for official business, the selectee will be required to apply for a charge card within 30 calendar days of appointment. Individuals who have delinquent account balances from a previous Government charge card will be required to satisfy their existing obligation before a new card can be issued.
A background investigation will be required for this position. Continued employment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements will be grounds for termination.
You will be required to operate a government-owned or -leased vehicle in the performance of your official duties. Applicants for this position must meet the following requirements: (1) possess a valid State license, and (2) possess a safe driving record. If selected, you will be required to provide proof of a valid State license & a copy of your driving record.
Throughout the recruitment and hiring process we will be communicating with you via email; therefore, it is imperative that the email address you provide when applying for this vacancy remains active. Should your email address change, please notify the point of contact identified in the vacancy announcement as soon as possible so that we can update our system.

Qualifications

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.

For GS-11:

Applicants must meet one of the following to qualify for the GS-11 level:

**Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education (36 semester hours, 54 quarter hours or the equivalent) leading to such a degree in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.

**OR one year of appropriate specialized experience equivalent to at least the GS-09 level in the Federal service that demonstrates accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques; i.e., on the basis of general design criteria provided, experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. To be creditable, accomplishments normally would have involved the following, or the equivalent: (1) Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; (2) Planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and (3) Adaptation of guidelines or precedents to the needs of the assignment.

You must meet all qualification and eligibility requirements for the position by the closing date of the announcement.

Education

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 completed in colleges or universities outside the United States may be used to meet the above requirements. You must provide acceptable documentation that the foreign education is comparable to that received in an accredited educational institution in the United States. For more information on how foreign education is evaluated, visit: https://www.usgs.gov/about/organization/science-support/human-capital/how-foreign-education-evaluated-federal-jobs .

Additional information

Other Information:

Applicants who include vulgar, offensive, or inappropriate language or information in their application package will be ineligible for further consideration for this position.
Under Executive Order 11935, only United States citizens and nationals (residents of American Samoa and Swains Island) may compete for civil service jobs. Agencies are permitted to hire non-citizens only in very limited circumstances where there are no qualified citizens available for the position.
USGS employees are subject to Title 43, USC Section 31(a) and may not: (a) have any personal, private, direct or indirect interest in lands or mineral wealth of lands under survey; (b) have any substantial personal, private, direct or indirect interests in any private mining or mineral enterprise doing business with the United States; or (c) execute surveys or examinations for private parties or corporations.
The application contains information subject to the Privacy Act (P.L. 93-579, 5 USC 552a). The information is used to determine qualifications for employment, and is authorized under Title 5, USC, Section 3302 and 3361.
DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
The Department of the Interior (DOI) places a high value on diversity of experience and cultural perspectives and encourages applications from all interested eligible candidates. Diversity, equity, inclusion, and accessibility (DEIA) are fundamental principles that guide the Department and allow us to successfully achieve our mission.
THE FEDERAL GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER.

Agency Benefits:

USGS has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework in accordance with the DOI Telework policy and with supervisor approval. The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis.
For additional information on our internal telework policy, please reference the Department of the Interior Telework Handbook at: https://www.doi.gov/telework/policies.
Working for the U.S. Geological Survey offers a comprehensive benefits package that includes paid vacation, sick leave, and holidays; health, life, dental, vision, and long term care insurance, flexible spending accounts, and participation in the Federal Employees Retirement System.

How You Will Be Evaluated

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

--Basis of Rating: The DOI-wide direct hire authority for IT Specialist (CustSpt), GS-2210 is being used to fill this position. All applicants who meet the eligibility requirements and minimum qualification requirements will be referred for consideration.

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Required Documents

Required documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments.

Resume

--Resumes are required. You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or other written form, then you must describe your job-related qualifications, including: beginning and ending dates for paid and non-paid work experience; hours worked per week; month and year of employment for each job title listed; annual salary; and description of job duties. Include name and address of employer; supervisor name and telephone number. Additional information on what to include can be found here.

Supporting documents

--Upload any supporting documents identified in the Key Requirements section or included below as it applies to your eligibility. Supporting documents may be: (1) uploaded directly from your desktop; or (2) uploaded directly from your USAJOBS stored attachments

Transcripts

--If this position requires specific educational course work to qualify, or you are qualifying based in whole or part on education, you are required to provide all unofficial transcripts (undergraduate, graduate, etc.), which includes semester hours earned and grade received, by the closing date of this announcement or you will be disqualified from further consideration. Please ensure that all documentation is legible.

Career Transition Assistance Plan (CTAP) & Inter-agency Career Transition Assistance Plan (ICTAP) Eligibles

--If you are claiming CTAP/ICTAP eligibility, the Servicing Human Resources Office must receive proof by the closing date of this announcement that you meet the requirements of 5 CFR 330 Subpart F for CTAP and 5 CFR 330 Subpart G for ICTAP or you will not receive priority consideration. This includes:

copy of the agency notice;
your most recent Performance Rating; and
your most recent SF-50 noting current position, grade level, and duty location.

If you are a CTAP or ICTAP eligible, you will be considered well qualified if you earn a minimum score of 85 (prior to the assignment of veteran's preference points). For more information on CTAP/ICTAP please click here.

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

--Applications (resume and application questions) for this vacancy must be received on-line via USAJOBS BEFORE midnight Eastern Time (Washington, D.C. time) on the closing date of this announcement. If you fail to submit a complete online resume, you will not be considered for this position. Requests for extensions will not be granted. Most libraries, employment offices, and all USGS personnel offices can provide access to the Internet. If applying online poses a hardship for you, you must speak to someone in the Servicing Human Resources Office listed on this announcement PRIOR TO THE CLOSING DATE for assistance.

--Instructions for Applying Online for this Vacancy Announcement: 1)Click the blue "Apply Online" button. 2)If you are not a registered USAJOBS user, please create a new account and follow the instructions to complete your application process. If you are a registered user, login to access your existing USAJOBS profile. 3)As a registered user, select a stored resume and select one or more of your stored documents to attach to your application. 4)Check the "Certification" box and click the "Apply for this position now!" button located at the bottom of the screen. 5)Address the eligibility questions as well as the questionnaire containing questions and/or task statements that address the knowledge, skills, abilities and/or competencies for this vacancy. 6)Submit required documents. 7) If you experience technical difficulties during the online application process, please contact the USAJOBS helpdesk.

Agency contact information
Melissa Barnhart

Phone

916-278-9412

Email

mabarnhart@usgs.gov

Address

VOLCANO SCIENCE CENTER
12201 Sunrise Valley Drive
Mail Stop 600
Reston, VA 20192
US

Learn more about this agency

Next steps

--If you are rated as one of the most highly qualified candidates, you will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 30-45 days of the closing date of this announcement. You will be notified via email of the outcome. You can also go to "My Account" within USAJOBS to review your Application Status.

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Customer support Staff:

Creating a work environment that promotes high quality customer support and services.
Overseeing teamwork assignments, working directly with customers to assess their needs, identifying issues, fulfilling requests and/or providing assistance to resolve incidents.
Resolving customer issues or working with Tier 2 or Tier 3 to ensure incidents and/or service requests are resolved in a timely manner.
Ensuring the team accurately and thoroughly documents resolutions to facilitate knowledge article creation.
Validating customer satisfaction with assistance received and resolution provided.
Maintaining working knowledge of national IT services supported by the NSD.
Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management.
Analyzing and reporting on operational performance management metrics and measures.
Providing accurate and insightful interpretations of performance data to drive continual improvement.
Analyzing and reporting to the supervisor or senior level management team and individual progress on work assignments and accomplishments, potential risk/issues that could impact services to the customer, team member utilization and efficiency status, and individual and/or team training needs.
Training new employees to EOC standard operating procedures (SOPs) and service desk tools.
Setting an example for the team by emulating proactive and self-managing behaviors.
Monitoring and managing staff schedules to ensure proper coverage to meet operational demand.
Reviewing customer survey feedback to ensure the team delivers high quality customer service.
Creating/updating SOPs and ensuring the team adheres to them and delivers services in agreement with service delivery standards.

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Customer Support Duties2:

1. Resolving customer related technical software and hardware problems.
2. Diagnosing and/or resolving problems in response to a customer reported incident via trouble tickets.
3. Planning and delivery of IT customer support services.
4. Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
5. Maintaining and updating system files necessary to control all aspects of system operations and access.
6. Performing other related duties and responsibilities as assigned/required.

As an IT Cybersecurity Specialist, at minimum you will:

Evaluate system security plans and procedures, and assist in managing and directing the operations and functions of the office support contractors, addressing IT out-of-compliance issues, preparing, implementing, monitoring, and updating the project plan
Develop Plans of Actions and Milestones (POA&Ms) to correct findings of non-compliance
Initiate, direct and participate in the full life cycle of cyber security appraisals and network penetration testing of geographically dispersed and operationally diverse agency facilities
Develop and recommend new and/or revised inspection, evaluation, and penetration testing methodologies for cyber security appraisals
Provide recommendations on implementation strategies and policy recommendations based on industry best practices and governing directives
Assist the Division by conducting research, conducting investigations of cyber events to include those that potentially violate regulatory requirements
Collaborate with senior leadership, departmental and contractor managers and staff in scheduling, planning, coordinating, and implementing the Independent Oversight Cyber Security Appraisal Program.

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Duties

Requirements

Conditions of Employment

Qualifications

For GS-11:

Education

Additional information

How You Will Be Evaluated

Required Documents

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

How to Apply

Agency contact information Melissa Barnhart

Email

Address

Next steps

Customer support Staff:

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Customer Support Duties2:

As an IT Cybersecurity Specialist, at minimum you will:

Agency contact information
Melissa Barnhart