Information Technology Specialist (customer Support)

Information Management Specialist

If selected for this position, you will join a well-respected team that is responsible for providing technical and analytical assistance which support the information management needs of the United States Attorney's Office. This position will be either full time in the Oakland Branch office with occasional travel to San Francisco and San Jose for nationwide deployments or will report to the San Francisco office and travel to the Oakland Branch office (at least 3 times per week) with occasional travel to San Jose for nationwide deployments. The incumbent will work in the San Francisco office for 6 months for training. Typical work assignments will include:

• Providing it customer service and support in troubleshooting
• Resolving hardware and software interface and interoperability problems
• Implementing policies and procedures to ensure information systems reliability
• Monitoring functionality, security, and integrity of internet services
• Assist in the planning, development and coordination of litigation support and case management services
• Installing, configuring, troubleshooting, and maintaining customer hardware and software

Responsibilities will increase and assignments will become more complex as your training and experience progress. Each grade has 10 step rates and gs employees are usually hired at step one of the applicable gs grade level at which the applicant qualified. The salary range for a gs-07 in San Francisco, California is $63,081.00 - $82,007.00 (step 1 through step 10).

Requirements

Conditions of employment

Qualifications

Basic requirement: In addition to specialized experience or education, individuals must meet the basic requirement of having 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 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 to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and respond appropriately.
• Problem solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized experience listed below could have been obtained in either the public or private sectors:

Gs-07: To be eligible at the gs-07 level, you must meet at least one of the following conditions, as defined below:

• Specialized experience, education (see education section), or a combination of education and experience.

Specialized experience: At least one year of specialized experience equivalent to the gs-05 level in the federal service performing the duties listed below:

• Providing software and hardware maintenance support
• Maintaining equipment inventories
• Providing user assistance on computer applications
• Assisting with network monitoring and management

Education: One full year of graduate level education in a degree program such as 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 combining education and experience: Combinations of successfully completed graduate education and experience. To compute this, first determine your qualifying experience as a percentage of the experience required. Second, determine your graduate education as a percentage of the education required. Then add the two percentages together. The total must equal at least 100% to qualify.

Or superior academic achievement: A bachelor's degree or expect to complete the requirements for a bachelor's degree within the next 9 months and possess at least one of the following criteria:

• Class standing in the upper third of the graduating class
• An overall gpa of 3.0 or at least a 3.0 based on courses completed during the final two years of my curriculum
• A gpa of at least 3.5 based on the average of required courses completed in my major field or based on the average of required courses completed during the final two years of my curriculum
• Or election to membership in a national scholastic honor society

Interagency career transition assistance plan (ictap): The ictap provides eligible displaced federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ictap consideration, you may receive selection priority if:

• 1) this vacancy is within your ictap eligibility
• 2) you apply under the instructions in the announcement
• 3) you are found well-qualified for this vacancy

To be well-qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria. You must provide proof of eligibility to receive selection priority. Such proof may include a copy of your written notification of ictap eligibility or a copy of your separation personnel action form.

Additional information about ictap eligibility is at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/

Career transition assistance plan (ctap): The ctap provides eligible surplus and displaced competitive service employees in the department of justice with selection priority over other candidates for competitive service vacancies. If your department of justice component has notified you in writing that you are a surplus or displaced employee eligible for ctap consideration, you may receive selection priority if:

• 1) this vacancy is within your ctap eligibility
• 2) you apply under the instructions in this announcement
• 3) you are found well-qualified for this vacancy

To be well qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria. You must provide a copy of your written notification of ctap eligibility with your application. Additional information about ctap eligibility is at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/

Veterans employment opportunity act (veoa): Veoa allows eligible veterans to apply and compete for positions announced under merit promotion procedures when the hiring agency is recruiting from outside its own workforce. To be eligible for a veoa appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If you are applying for a merit promotion announcement and wish to be considered under veoa, you must submit a copy of the member copy 4 of your dd-214, in addition to any other required documents listed on this announcement.

Special employment consideration: Persons with disabilities, veterans with a compensable service-connected disability of 30% or more, certain other veterans, spouses of certain members of the armed forces, and returning peace corps volunteers are examples of individuals who are potentially eligible for non-competitive appointments. For further information, click on the links provided below. You must specify in your online questionnaire under what authority you wish to be considered and submit appropriate documentation to verify your eligibility.

Noncompetitive appointment authorities links: https://www.opm.gov/policy-data-oversight/hiring-information/competitive-hiring/#url=types-of-appointments

Education: All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the u.s. department of education. For a list of schools that meet this criteria, see http://www.ed.gov or education completed in foreign colleges or universities may be used to meet the above education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the united states. It is your responsibility to timely provide such evidence by submitting proof of creditability of education as evaluated by a credentialing agency with your application materials. More information may be found at http://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. All documentation must be in english or include an english translation