IT Specialist (CUSTSPT)
About This Position
This position is located in the Armed Forces Retirement Home Corporate Resources Office, within the Office of Information Technology located in Gulfport, Mississippi. The Armed Forces Retirement Home (AFRH) provides residences and related services for certain retired and former members of the Armed Forces. The incumbent in this position serves as the initial point of contact for a wide range of computing complications within the Agency
Qualifications
You must meet the following requirements by the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your reฬsumeฬ. Specialized Experience for the GS-11: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: - Completing IT related project assignments that require a wide range of knowledge of IT support, deployment and customer service requirements.
This knowledge is generally demonstrated by analyzing alternative approaches and providing suggested responses to IT issues, problems and concerns; AND - Assisting with various information technology customer services and mobility support.
OR
You may qualify with a Ph.D.
OR
equivalent doctoral degree or three (3) full academic years of progressively higher-level graduate education leading to such a degree. (In order to be creditable, education must be related to the position being filled with a major study of 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.) Attach a copy of transcript or list of college courses designating semester or quarter hours earned to ensure proper credit. To be qualifying, degree must be 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.
In addition to specialized experience, 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.
Major Duties
As an IT Specialist (CUSTSPT), you will: Serve as initial point of contact in resolving customer support issues involving the installation and configuration of agency wide existing and new IT systems. Provide advice and guidance on a wide variety of issues, including support for technical user problems due to new requirements and applications. Assist in the development of end-user hardware and software requirements.
Develop end-user application procedures and user guides. Regularly update and create IT Service Desk procedures. Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
Conditions of Employment
This opportunity is also open to Status Candidates under Announcement 26-AFRH-12883265. Please refer to that announcement for details on open period, eligibility, and how to apply. Key Requirements: Please refer to "Conditions of Employment." Must be U.S.
Citizen or U.S. National. The AFRH ethics program promotes the highest standards of ethical conduct for all employees. As a federal employee, you will be subject to the Standards of Ethical Conduct, and the U.S. criminal conflict of interest statutes.
As an AFRH employee, you will also be subject to the AFRH Supplemental Ethics Regulations which restrict the extent to which a AFRH employee can engage in certain activities and hold certain investments. Depending on your position, you may also be required to file a public or confidential financial disclosure report which must be filed within 30 days of your appointment as an employee of AFRH. Upon your new appointment, you will receive guidance regarding your ethics obligations.
You will also be required to attend a mandatory ethics training within 3 months of your appointment. Please contact the Agency Ethics Officer (Joseph Pollard) at (202) 541-7557, or [email protected] if you should have any questions.
Education
Education Requirements: The education generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.
How You Will Be Evaluated
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement.
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all evaluations required for this position. Rating: You will be evaluated on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability, Attention to Detail, Attention to Detail, Customer Service, Decision Making, Decision Making, Flexibility, Integrity/Honesty, Interpersonal Skills, Learning, Reading Comprehension, Reasoning, Reasoning, Self-Management, Stress Tolerance, and Teamwork The USA Hire evaluation includes a cut score based on the minimum level of required proficiency in these critical general competencies.
You must meet or exceed the cut score to be considered.
You will not be considered for the position if you score below the cut score or fail to complete the evaluation. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an evaluation may also result in your removal from consideration.
Category rating will be used to rank and select eligible candidates, based upon your responses to the online questions, regarding your experience, education, and training related to this position. If qualified, you will be assigned to one of three quality level categories: Outstanding (highest quality category): Is highly proficient with an overall comprehensive level of knowledge, skills, and abilities of the job. Excellent (middle category): Has a solid and comprehensive understanding.
Can perform the required tasks efficiently and is proficient in applying the knowledge, skills, and abilities of the position. Qualified (minimally qualified): Has an overall basic level of knowledge, skills and abilities of the job.
Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.
Your application may be reviewed by a Subject Matter Expert. Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category. Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.
You may be required to participate in a selection interview. Optional Essay Questions: Applicants may choose to respond to four short essay questions (200 words max each) to help us better understand your alignment with the agency's mission. These responses are optional and will not affect the applicant's eligibility.
Additional Information
OTHER INFORMATION: We may select from this announcement or any other source to fill one or more vacancies. This is a non bargaining unit position. CONDITIONS OF EMPLOYMENT: All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated.
You will not automatically convert to permanent status at the end of the probationary (or trial) period.
Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding. A one year probationary period may be required. Must successfully complete a background investigation.
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so. Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer. Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9.
Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Submit to a drug test prior to your appointment. Selectees will be subject to the AFRH Tuberculosis Surveillance Program.
Wear required safety clothing and/or equipment required by the position. This may include safety shoes, hard hats, hearing protection, gloves, masks, etc. Because the AFRH's mission requires uninterrupted, direct human support and medical care for its Residents, this position is considered essential for continuing AFRH operations.
Therefore, the incumbent is expected to arrive for duty on time, as scheduled, and to complete the assigned tour during emergency situations such as hazardous weather. Our comprehensive benefits are very generous. Our benefits package includes: Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
Eleven paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year. Access to insurance programs that may be continued after you retire. A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods.
We pay a substantial amount (up to 75%) of the health insurance premiums. A retirement program which includes employer-matching contributions. Learn more about Federal benefits programs at: USAJOBS Help Center - Benefits
How to Apply
AFRH has partnered with the Treasury's Bureau of the Fiscal Service to provide certain personnel services to its organization. Fiscal Service's responsibilities include advertising vacancies, accepting and handling applications, and extending job offers. The following instructions outline our application process.
You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. We are available to assist you during business hours (normally 8:00 a.m. - 5:00 p.m.
ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on the announcement's closing date. For resume writing guidance, please visit USAJOBS Help Center - How do I write a resume for a federal job?
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, evaluations, and required documentation as specified in the How to Apply and Required Documents section.
The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire evaluations, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email.
The notification will include your unique access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your evaluation completion notice. Access USA Hire using your unique link.
Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your evaluations.
You will have the opportunity to request a testing accommodation before beginning the evaluations should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire evaluations; however, most applicants complete the evaluations in less time. If you need to stop and continue later, you can re-use your unique link.
Your responses to the USA Hire evaluations will be reused for one year (in most cases) from the date you complete an evaluation. If future applications you submit require completion of the same evaluations, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice evaluations and evaluation preparation resources at https://support-usahire.opm.gov/hc/en-us.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based evaluations, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based evaluations and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based evaluations. Decisions on requests for RA are made on a case-by-case basis.
If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based evaluations, based on your adjudication decision.
You must complete all evaluations within 48 hours of receiving the URL to access the USA Hire Competency Based evaluations if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for online evaluations: https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information To preview the application questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12883264
Required Documents
A complete application includes: 1. A reฬsumeฬ: All applicants are required to submit a reฬsumeฬ either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) Please limit your resume to two pages. Applicants with resumes exceeding two pages will be removed from consideration.
To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your reฬsumeฬ. It is suggested that you preview the online questionnaire to ensure that your resume thoroughly describes how your skills and experience align to the criteria defined in the Qualifications section of this announcement and support your responses to the online questionnaire. For resume writing guidance, please visit USAJOBS Help Center - How do I write a resume for a federal job?
- Vacancy question responses: All applicants are required to complete vacancy question responses by clicking the apply online button of this vacancy announcement.
- Submission of any required documents identified below, if applicable. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package. VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see applicant guide for required documentation. In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP)). To be found well qualified at the GS-11 grade level,
in addition to meeting specialized experience, the applicant must have documented the following experience: Having a solid and comprehensive understanding of the position; Ability to perform the required tasks efficiently; and Proficiency in applying the knowledge, skills, and abilities of the job. EDUCATION DOCUMENTATION: For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, you MUST submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
If you are qualifying based on foreign education, you must submit proof of creditability of education as evaluated by a credentialing agency. Refer to the OPM instructions.