4 days old

IT Specialist (CUSTSPT)

Center for Disease Control and Prevention - CDC
Morgantown West, Virginia
Department: Department of Health And Human Services
Agency: Centers for Disease Control and Prevention
Job Announcement Number: HHS-CDC-M1-20-10803796
SALARY RANGE: $54479.0 to $85686.0/Per Year
OPEN PERIOD: 2020-05-21 to 2020-05-29
SERIES & GRADE: GS--9/11

AGENCY MARKETING STATEMENT:
The Centers for Disease Control and Prevention (CDC) is the agency Americans trust with their lives. As a global leader in public health, CDC is the nation's premier health promotion, prevention, and preparedness agency. Whether we are protecting the American people from public health threats, researching emerging diseases, or mobilizing public health programs with our domestic and international partners, we rely on our employees to make a real difference in the health and well-being of people here and around the world. This position is located in the Department of Health and Human Services (DHHS), Centers for Disease Control and Prevention (CDC), Office of the Director (OD), Office of the Chief Operating Officer (OCOO), Office of the Chief Information Officer (OCIO), Customer Engagement Office (CEO), Atlanta, Georgia. CDC is an Equal Opportunity Employer.

JOB SUMMARY:
This position serves as an IT Specialist performing customer support duties and responsibilities for the assigned organization. The incumbent is responsible for planning and delivering IT support services which may include installation, configuration, and troubleshooting hardware and software; providing customer assistance by diagnosing and resolving IT problems; and/or identifying, obtaining, and providing IT training.

DUTIES:
[
'As an IT Specialist (CUSTSPT) you will: Diagnose and resolve problems in response to customer reported incidents; research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements;. Develop and maintain problem tracking and resolution databases; develop and manage customer service performance requirements; and/or develop customer support policies, procedures, and standards. Install, configure, troubleshoot, and maintain customer hardware and software. Assist customers in resolving workstation problems and/or installing applications; and control current versions and future releases of applications. Ensure optimal use of commercially available products; identify, evaluate, and recommend purchase of new equipment/systems; and/or organize vendor demonstrations of products. Identify, evaluate, and provide customer IT training/support service needs; develop training guides; and identify and assist customers in the use of available training tools to optimize IT system utilization. Evaluate and recommend adoption of new/enhanced approaches to delivering IT training and information services. Evaluate, report on, and recommend implementation of new IT training and information technologies; and/or oversee the implementation of new systems/services including training others on their use. Create, modify, and manage user accounts, network rights, and access to systems and equipment; install, troubleshoot, and/or maintain systems software/hardware. install systems fixes, updates, and/or enhancements; and implement security procedures and tools.' ]

REQUIREMENTS:
US Citizenship is required. Background Investigation may be required. One-year probationary period may be required. Travel, transportation, and moving expenses will be paid: No Bargaining Unit Position: Yes Drug Screening Required: No Research position: No Promotion potential: Yes, this position has promotion potential to GS-11. Promotion to the next grade level is at management's discretion and is based on your meeting qualifications and time-in-grade requirements, demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and administrative approval. Promotion to the next grade level is not guaranteed and no promise of promotion is implied. Supervisory position: No Time in grade (TIG) must be met within 30 days of the closing date of the announcement. All qualification requirements must be met by the closing date of the announcement.

QUALIFICATIONS REQUIRED:
Minimum Qualification Requirements GS-09: Applicants must have at least one year of specialized experience at or equivalent to the GS-07 in the Federal service as defined in the next paragraph. Specialized experience is experience which is directly related to the position which has equipped the applicant with the particular knowledge, skills and abilities (KSAs) to successfully perform the duties of the position to include experience assisting in planning and delivering IT support services; installing, configuring, and troubleshooting hardware and software; and providing customer assistance by diagnosing and resolving IT problems. OR Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. OR A combination of specialized experience and graduate education as described above that together meets 100% of the qualification requirements for this position. Minimum Qualification Requirements GS-11: Applicants must have at least one year of specialized experience at or equivalent to the GS-9 in the Federal service as defined in the next paragraph. Specialized experience is experience which is directly related to the position which has equipped the applicant with the particular knowledge, skills and abilities (KSAs) to successfully perform the duties of the position to include experience troubleshooting, adjusting, modifying, and improving IT systems sufficient to provide advice and assistance to customers; troubleshooting common problems, e.g., functionality of systems/applications; and installing server upgrades and correct security vulnerabilities in assigned systems. OR Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution. OR A combination of specialized experience and graduate education as described above that together meets 100% of the qualification requirements for this position. NOTE - SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Undergraduate or 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. Additional Qualifying experience for the GS-09 and GS-11 grade levels require IT-related experience that demonstrated each of the following four competencies: Attention to detail; customer service; oral communications; and problem solving. 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. Documenting Experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the percentage of times the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.

HOW YOU WILL BE EVALUATED:
Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Your qualifications will be evaluated and rated on the following competencies (knowledge, skills, abilities, and other characteristics):
Administration, Operations, and MaintenanceCustomer ServiceHardware KnowledgeIntegrityOral CommunicationSoftware KnowledgeTroubleshootingWritten Communication

BENEFITS:

OTHER INFORMATION:
To Remain An Active Duty USPHS Commissioned Corps Officer Join more than 6,500 highly qualified public health professionals as part of the U.S. Public Health Service. Overseen by the Surgeon General, you will be part of an elite and diverse team of professionals essential to public health leadership and exemplary clinical service. PHS Commissioned Corps Officers interested in performing the duties of this position with the Commissioned Corps, you are welcome to apply and receive a courtesy referral. Note that a courtesy referral is not a competitive civil service process and does not provide civil service status for the selected employee. Click Here for the comparison chart of Commissioned Corps ranks to civil service, which advises you on potential billet rankings. Additional selections may be made within the same geographical location CDC-wide. Males born after December 31, 1959 must be registered or exempt from Selective Service (see http://www.sss.gov). Career Transition Assistance Plan (CTAP): For information on how to apply as an CTAP eligible see http://opm.gov/rif/employee_guides/career_transition.asp#ictap. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85.0 or above on the rating criteria for this position. To view the questionnaire, click on the following link:
https://apply.usastaffing.gov/ViewQuestionnaire/10803796 If you are unable to apply online or need to fax a document(s), view the following link for information regarding an Alternate Application.


HOW TO APPLY:

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. A complete application package must be submitted by 11:59 PM (EST) on 05/29/2020 of this announcement to receive consideration. To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/. If you cannot apply online: You are encouraged to apply online. If you are unable to apply online, please use the Alternate Application link listed in the Additional Information section of this vacancy announcement. Applicants are strongly encouraged to apply online if at all possible. Applying online, through your USAJOBS account, will expedite the application process and allow you to check your application. If you utilize the Alternate Application method, your USAJOBS account will not display this application and you will not receive status updates.

REQUIRED DOCUMENTS:
To apply for this position, you must submit a complete Application Package which includes: Your résumé showing work schedule, hours worked per week, dates of employment and duties performed. Other supporting documents: Cover Letter, optional Most recent SF-50, Notification of Personnel Action (The SF-50 should include your tenure code in Item Number 24 of the document), if applicable Transcripts (if required)* Career Transition Assistance Program (CTAP) documentation, if applicable (e.g., Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal). *Note: You may submit an unofficial transcript or a list of college courses completed indicating course titles, credit hours, and grades received. An official transcript from an accredited educational institution is required if you are selected for the position. For Active Duty USPHS Commissioned Corps Officers Submit your latest Personnel Order (PHS-7063) as an USPHS Active Duty Commissioned Officer Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted. For Résumé and Application Tips visit: https://help.usajobs.gov/index.php/Tips.

WHAT TO EXPECT NEXT:
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The most highly qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 45 days of the closing date of this announcement. You will receive notice via email once this process is completed (generally 4-6 weeks).

AGENCY CONTACT INFO:
CDC HELPDESK
1600 Clifton Road NE
Atlanta GA US 30333
Telephone: (770) 488-1725
Email: HRCS@CDC.GOV


LOCATIONS: Washington-D.C.-District-of-Columbia Dededo-Guam American-Samoa Pittsburgh-Pennsylvania Morgantown-West-Virginia

Categories

Posted: 2020-05-22 Expires: 2020-06-21

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IT Specialist (CUSTSPT)

Center for Disease Control and Prevention - CDC
Morgantown West, Virginia

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