IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-7/9/11/12

Job Title: IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-7/9/11/12
Department: Department Of The Interior
Agency: Bureau of Indian Affairs
Job Announcement Number: CO-10-39

SALARY RANGE:
$45,192.00 - $89,450.00 /year
OPEN PERIOD:
Tuesday, August 03, 2010 to Tuesday, August 24, 2010
SERIES & GRADE:
GS-2210-07/12
POSITION INFORMATION:
Full Time Career/Career Conditional
PROMOTION POTENTIAL:
12
DUTY LOCATIONS:
1 vacancy - Albuquerque, NM
WHO MAY BE CONSIDERED:
BUREAU-WIDE / INDIAN PREFERENCE ELIGIBLES / CURRENT OR FORMER FEDERAL STATUS EMPLOYEES


JOB SUMMARY:
INFORMATION TECHNOLOGY SPECIALIST (CUSTOMER SUPPORT), GS-2210-7/9/11/12, #5520004A, Bureau of Indian Affairs, Office of Information Operations, Division of User Services, User Services - Southern Zone, Albuquerque, New Mexico



GS-07: $45,192 - $58,754 Per Year

GS-09: $54,032 - $70,236 Per Year

GS-11: $59,339 - $77,138 Per Year

GS-12: $68,809 - $89,450 Per Year

NOTE: TRAVEL AND RELOCATION EXPENSES WILL NOT BE AUTHORIZED. ANY RELOCATION EXPENSES ASSOCIATED WITH REPORTING FOR DUTY WILL BE THE RESPONSIBILITY OF THE SELECTED EMPLOYEE.

The Bureau of Indian Affairs is the lead agency for the United States in carrying on a government-to-government relationship with the tribal nations. A challenging and dynamic place to work, it enhances the quality of life, promotes economic opportunity, and carries out the responsibility to protect and improve the trust assets of American Indians, Indian tribes and Alaska Natives.

INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (Title 25, USC, Section 472). Verification Form BIA-4432 must be submitted with the application if claiming Indian Preference. Indian preference eligibles that are not currently employed in the Federal service will be appointed under the Excepted Service Appointment Authority Schedule A, 213.3112(A)(7). Consideration will be given to Non-Indian applicants (Status or Reinstatement eligibles) in the absence of a qualified Indian Preference eligible. Applicants not entitled to Indian Preference must be Federal civilian employees with competitive status or former Federal civilian employees with reinstatement eligibility and must submit latest Notification of Personnel Action, SF-50B, as proof.



KEY REQUIREMENTS:
US CITIZENSHIP REQUIRED.
A BACKGROUND SECURITY INVESTIGATION WILL BE REQUIRED FOR ALL NEW HIRES.
APPOINTMENT MAY INCLUDE A REQUIREMENT FOR ONE YEAR PROBATIONARY PERIOD.
APPLICATIONS WILL ONLY BE ACCEPTED ONLINE AND BY FAX.
VALID DRIVER'S LICENSE.


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Duties
Additional Duty Location Info:

1 vacancy - Albuquerque, NM


NOTE: If the position is filled at a lower grade level, subsequent promotion to the next grade level will be processed without further competition under the Merit Promotion Program at such time as performance and qualification requirements are met and classification review discloses the duties being performed properly warrant classification to the next higher grade level.

SUMMARY OF DUTIES: The incumbent serves as one of a team of Field Support Specialists, providing advice and technical assistance to the Region including agencies and field offices under the Region’s jurisdiction. Performs technical and non-technical aspects of the field support sites relating to customer support operations involving and providing computer network LAN/WAN connectivity, workstation service support, Help Desk field support and other technical service and support. Monitors the activities and tasks of field contractor support efforts to ensure effectiveness and quality of service. Functions as a member of the Information Technology Support Team and provides input on the regional short and long-range OIO planning and utilization of information resources. Responsible for continually evaluating effectiveness and efficiency of assignments, determining trends to identify problem areas, and providing recommendations to the manager. Exercises significant program responsibilities in dealing with management, team leads, contractors, vendors, and other federal entities. Provides recommendations towards the development of operating procedures. Responsible for maintaining standard workstation configurations including security requirements. Participates in the planning of network product development, testing, and implementation. Assists in backing up and cleansing systems of data and executable code as part of refurbishment. Prepares briefings, memoranda, and technical reports on topics and activities on the work team functions for presentation.


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Qualifications and Evaluations
QUALIFICATIONS REQUIRED:
EXPERIENCE AND EDUCATION REQUIREMENTS: (OPM Operating Manual, Qualification Standards for Administrative and Management Positions, GS-2210).

GS-12: 1 year of specialized experience equivalent to the GS-11 grade level.

GS-11: 1 year of specialized experience equivalent to the GS-9 grade level OR Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related.

GS-09: 1 year of specialized experience equivalent to the GS-7 grade level OR master’s or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.

GS-07: 1 year of specialized experience equivalent to the GS-5 grade level OR 1 full year of graduate level education or superior academic achievement.

SUPERIOR ACADEMIC ACHIEVEMENT: Superior Academic Achievement (S.A.A.) must have been gained in a curriculum that is qualifying for the position to be filled. S.A.A. is based on (1) Class standing-applicants must be in the upper third of the graduating class, based on completed courses; or (2) Grade-Point Average-applicants must have a grade-point average of 3.0 or higher out of a possible 4.0 based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 based on the average of the required courses completed in the major field completed during the final 2 years of the curriculum; or (3) Election to membership in a National Scholastic Honor Society – membership in a freshman honor society cannot be used to meet the requirements of this provision.

SPECIALIZED EXPERIENCE: Experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA’s) to perform successfully the duties of the position, and is typically in or related to the position to be filled. Examples of specialized experience includes but is not limited to, work involving the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. These examples are not all inclusive (refer to the summary of duties for specialized experience).




SUITABILITY, CLEARANCE & REQUIREMENTS: A background security investigation will be required for all new hires. Appointment 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.

OTHER: Incumbent is required, as an incidental duty, to operate a government-owned or leased motor vehicle, in the performance of duties, therefore, a valid driver’s license is required.
Incumbent must have a safe driving record within the three-year period immediately preceding submittal of GSA Form 3607 and be able to meet the safe driving requirements of the Bureau of Indian Affairs.

This position requires frequent travel to effectively support users, as well as to consult with Bureau IT installation managers, to attend meetings, symposia, standardization committees, seminars, etc., as well as to other field locations throughout the Bureau.

HOW YOU WILL BE EVALUATED:

Do not overstate or understate your level of experience and demonstrated capability. You should be aware that your ratings are subject to evaluation and verification based on the resume, and other relevant documents you submit, as well as through verification of references as appropriate. Later steps in the selection process are specifically designed to verify your stated level of experience and demonstrated capability. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position following acceptance.

As part of the online process, you will need to respond to a series of questions designed to assess your possession of the following knowledges, skills, and abilities:
Knowledge of advanced IT principles, concepts, methods, standards, and practices
Knowledge in MS Windows XP Desktop Operating Systems, Lotus Notes Client, and MS Active Directory including installation, configuration, optimization, and printing support
Knowledge of Data software and hardware security, confidentiality, integrity, and accessibility requirements
Problem Solving
Oral Communication
Once the application process is complete, a review of your application will be made to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume and supporting documentation will be made and compared against your responses to the occupational questionnaire. The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the knowledge, skills and abilities required of this position. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience your score can and will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your rating.

VETERANS PREFERENCE: Five points may be added to the eligible ratings of veterans who: Entered the military service prior to October 14, 1976; served on active duty during the Gulf War between August 2, 1990 and January 2, 1992, regardless of where the person served; or, served in a military action for which they received a campaign badge or expeditionary medal. Medal holders and Gulf War veterans must have served continuously for at least 24 months or the full period for which called or ordered to active duty. Ten points may be granted to the eligible ratings of disabled veterans; Purple Heart recipients; spouses or mothers of a 100 percent disabled veteran; or the widows, widowers, or mothers of a deceased veteran.


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Benefits and Other Info

BENEFITS:
The following Web addresses are provided for your reference to explore the major benefits offered to most Federal employees.

Annual Leave and Sick Leave: Most Federal employees earn both annual and sick leave. For additional information visit: http://www.opm.gov/oca/leave/index.asp

Family Friendly Flexibilities: The Federal Government provides many programs for workers to support their needs for individual flexibility. For example, Flexible Work Schedules allow employees to adjust their work hours in order to take a day off each pay period. Employees can enjoy twenty-six 3-day weekends! Also, the Federal Government's Alternative Work Schedule (AWS) allows employees to select certain arrival and departure times that best suit their needs within their working day. Agencies are encouraged to allow eligible employees the opportunity to Telework either at home or at a remote location at least one day a week. Family Friendly Leave Policies provide flexibility for military leave, allow employees to care for a sick family member or flexibility in the event of a disaster or emergency. In addition, while specific programs may vary, agencies also offer Employee Assistance Programs (EAP); Part-Time & Job Sharing Positions; Resources for Child & Elder Care Resources, Information and Incentives for Adoption, and other Child Support Services. http://www.opm.gov/oca/leave/index.htm

Flexible Spending Accounts: The Federal Flexible Spending Accounts Program (FSAFeds) allows you to pay for certain health and dependent care expenses with pre-tax dollars. For additional information visit: https://www.fsafeds.com/fsafeds/index.asp

Health Insurance: The Federal Employees Health Benefits Program offers over 100 optional plans. For additional information visit: http://www.opm.gov/insure/health/index.asp

Life Insurance: The Federal Employees' Group Life Insurance Program (FEGLI) offers: Basic Life Insurance plus three types of optional insurance, for additional information visit: http://www.opm.gov/insure/life/index.asp

Long Term Care Insurance: The Federal Long Term Care Insurance Program (FLTCIP) provides long term care insurance for Federal employees and their parents, parents-in-law, stepparents, spouses, and adult children. For additional information visit: http://www.ltcfeds.com/

Retirement Program: Almost all new employees are automatically covered by the Federal Employees Retirement System (FERS). FERS is a three-tiered retirement plan. The three tiers are: Social Security Benefits, Basic Benefit Plan, Thrift Savings Plan. Your retirement benefits are based on your years of service and salary history. For additional information visit: http://www.opm.gov/retire/index.asp

Social Security: You will earn Social Security credit while working with the Government. Social Security provides for your future retirement benefits, provides disability protection, and allows for survivor benefits protection. http://www.ssa.gov

Thrift Savings Plan (TSP): With the Thrift Savings Plan, you can self-direct your retirement savings program through multiple investment options. This Plan is very similar to a 401(k) plan. http://www.tsp.gov/

Flexible Work Environment and Alternate Work Schedules

Paid Employment Related Training and Education

Possible Student Loan Repayment

Employee Express Automated System

This link provides and overview of the benefits currently offered to Federal employees. http://www.usajobs.gov/EI/benefits.asp

OTHER INFORMATION:
Department of the Interior (DOI) Career Transition Assistance Plan (CTAP) procedures apply in filling this vacancy. 5 CFR 330, Career Transition Assistance for Surplus and Displaced Federal Employees requires the following order of selection for this position:
a) At Bureau option, personnel actions listed in 5 CFR 330.606(b);
b) Any well-qualified SSP candidate who applies within the local commuting area (Surplus and displaced employees will be given equal consideration);
c) At Bureau option, personnel actions not subject to RPL;
d) Qualified RPL candidates in the local commuting area;
e) At Bureau discretion, any other former displaced well-qualified DOI employee, e.g. a well-qualified RPL candidate who applies from outside the local commuting area;
f) Well-qualified ICTAP applicants in the local commuting area;
g) Other outside applicants (other agencies, nonstatus, etc.)

NOTICE TO ALL MALE APPLICANTS: Section 1622 of the Defense Authorization Act of 1986, prohibits any male born after December 31, 1959, from being appointed to a position in an executive agency if he has knowingly and willfully failed to register with the Selective Service System. Male applicants born after December 31, 1959, will be required to complete a certification document to confirm their Selective Service registration status, if selected for appointment.

VETERANS EMPLOYMENT OPPORTUNITIES ACT (VEOA): Preference eligibles may apply for permanent positions (career or career-conditional appointments) under merit promotion procedures for VEOA appointments; however, veteran’s preference is not a factor in these appointments. To be eligible for a VEOA appointment, a veteran must be a preference eligible OR veteran separated after 3 or more years of continuous active service performed under honorable conditions. Applicants must submit a copy of their DD-214 for verification of eligibility.

EQUAL OPPORTUNITY EMPLOYER: The Bureau of Indian Affairs is an Equal Opportunity Employer. Selection for this position will be made solely on the basis of merit, fitness and qualifications without regard to race, sex, color, creed, age, marital status, national origin, non-disqualifying handicap conditions, or any other non-merit factors.


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How To Apply

HOW TO APPLY:
PLEASE NOTE: THIS OFFICE DOES NOT ACCEPT APPLICATIONS BY ELECTRONIC MAIL (E-MAIL), REGULAR MAIL, OR IN PERSON. FAILURE TO FOLLOW THE PROCEDURES FOR APPLYING MAY RESULT IN LOSS OF CONSIDERATION FOR THE POSITION. IT IS THE APPLICANT’S RESPONSIBILITY TO VERIFY THAT INFORMATION ENTERED, UPLOADED, OR FAXED (I.E., RESUME, VETERAN'S OR INDIAN PREFERENCE DOCUMENTATION, ASSESSMENT QUESTIONS AND ANSWERS, AND SF 50’S) IS RECEIVED AND IS ACCURATE.

To apply for this position, you must provide a complete Application Package, which includes both of the following parts:
1. Your responses to the Assessment Questionnaire, and
2. Your resume and any other documents specified in the Required Documents section of this job announcement.

Use Application Manager for convenience and quickest processing. Track your progress to a Complete Application Package using the My Application Packages checklist and status displays in Application Manager. Your Application Package status must be Complete by Tuesday, August 24, 2010.

Step 1
Option A: Application Manager
To begin, choose one of these options:
1. If your resume is going to come from the USAJOBS Resume Builder, you begin the process by clicking the Apply Online button near the bottom of this page. Your résumé will be attached only to the Application Package you complete and Submit immediately after you click the Apply Online button for this job announcement, not to any Application Packages you may already have created.
2. If your resume is going to be one you prepared outside of USAJOBS Résumé Builder, click this link to begin the process: Online Questionnaire.

To return to Application Manager at any time, use whichever one of the links you used to begin as described above, or simply go to http://applicationmanager.gov/.

Option B: Paper Qualifications Questionnaire
If it is not possible for you to use Application Manager, you can write your answers on paper. Follow these steps:
1. You can print a copy of this job announcement so that you can read the questions offline.
2. Obtain and print a copy of the OPM Form 1203-FX, which you will use to provide your answers. You can obtain the form at this URL http://www.opm.gov/Forms/pdf_fill/OPM1203fx.pdf or by calling USAJOBS by Phone at (703) 724-1850; after the introduction, press 1, and listen for instructions.
3. You may submit the Form 1203-FX, resume, and any supporting documents as noted:
NOTE: If you are faxing a completed Form 1203-FX, do not use a separate cover page. Simply make sure that all six pages of the Form 1203-FX are on top of any other documents you are faxing. The fax number is 1-478-757-3144. Feed all documents into your fax machine top first so that we receive them right-side up.

NOTE: If you are only submitting supporting documents see the Submitting Documents instruction in Step 2 below.

REQUIRED DOCUMENTS:
Step 2

Submitting Documents

If you upload your documents using Application Manager, DO NOT FAX the same documents. To verify uploaded documents have been processed, please wait one hour to ensure they have cleared the virus scan. You can verify that your uploaded documents are attached to your application by checking the Details tab of your Application Manager account https://applicationmanager.gov for this vacancy announcement. Your documents will display under the Details tab in the Document area.

Faxed documents will take 2-3 business days to process. To fax documents, you MUST use the special cover page. Print the pre-populated cover page on the upload documents screen of Application Manager. Or, you may click this link http://staffing.opm.gov/pdf/usascover.pdf to print a copy of the cover page. When faxing documents, follow the procedures outlined below.

Include the 8-character Vacancy Identification Number VW372035
Provide your Social Security Number and full name in the spaces provided or we will not be able to associate your document(s) with the rest of your application.
You may submit multiple documents for the same vacancy announcement using one cover page.
Fax your cover page and documents to 1-478-757-3144.
Faxed documents submitted with missing information will not be processed. The following will prevent your documents from being processed:

Not using the special cover page mentioned above.
Missing, incomplete, or invalid Vacancy Identification Number
Missing or incomplete Social Security Number or name
Note: If you have documents in your Application Manager account from a previous vacancy announcement they can be opened, copied and saved then reused as an upload file for this vacancy. Uploading your documents will speed the processing of your application for this announcement.

Your resume, curriculum vitae, the Optional Application for Federal Employment (OF 612), or any other written format you choose to describe your job-related qualifications can be submitted electronically using the document upload process or by fax.

The following forms must be submitted in order to have a complete application:

1. Applicants may file using an OF-612, Application for Federal Employment, a resume or any other written format of the applicant's choice. Electronic fillable optional (OF) forms are available at: www.opm.gov/FORMS/pdf_fill/of612.pdf In addition to the OF-612, applications, resumes or other written formats MUST CONTAIN THE FOLLOWING INFORMATION:

(a). Job Information - announcement number, title and grade(s) of the job for which applying.

(b). Personal Information - full name, mailing address (including zip code) and day and evening telephone numbers (with area code), Social Security Number, Country of citizenship (most Federal jobs require U.S. citizenship), Veterans Preference, reinstatement eligibility (copy of SF-50B as proof of career or career conditional status), and highest Federal civilian grade held, including occupational series and dates held.

(c). Education - high school, including name, city and state (zip code) and date of diploma or GED, colleges and universities attended, including name, city and state (zip code if known); type and year of any degrees received with major (if no degree, total credits earned should be shown with an indication whether semester or quarter hours).

(d). Work Experience - which includes the following information for paid and nonpaid work experience related to the job being announced: job title, including series and grade, if a Federal position, duties and accomplishments, employer's name and address, supervisor's name and telephone number, starting and ending dates (month and year), hours per week, salary, and indicate if the current supervisor may be contacted.

(e). Other Qualifications - Job related training courses (title and year), and job related skills, for example, other languages, computer software/hardware, tools, machinery, wpm typing speed, job related certificates and license, including current driver’s license information such as license number, issuing state and expiration date, job related honors, awards, and special accomplishments, for example, publications, memberships in professional or honor societies, leadership activities, public speaking, and performance awards (dates received).

(f). References - List three people who are not related to you and are not supervisors you listed under work experience who know your qualifications and fitness for the kind of job you are applying. Be sure to include the full name of each reference, telephone number(s), and complete mailing address.

2. Form BIA 4432, Verification of Indian Preference for Employment, is required for claiming Indian Preference. No other form will be accepted.

3. Form DD-214, if claiming 5 pt. veteran's preference or Standard Form 15 with required proof of entitlement, if claiming 10 pt. veteran’s preference.

4. College Transcript is required for verification/documentation of qualifying education.

5. Occupational/Assessment Questionnaire. Failure to respond to the questionnaire will result in loss of consideration.

6. Copy of most recent SF-50, Notification of Personnel Action, current or former Federal employees.

7. GSA Form 3607, Motor Vehicle Operator’s License and Driving Record, available at www.gsa.gov/forms (optional during the application process, however, selectees will be required to submit as part of the pre-appointment process).

NOTE: Persons submitting incomplete applications will be given credit only for the information they provide. It is the applicant's responsibility to submit all required documentation in support of their application in order to receive full credit for their Veteran Preference determination, Indian Preference, education, training and/or experience. ADDITIONAL INFORMATION WILL NOT BE SOLICITED BY THIS OFFICE.

NOTE: This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.

AGENCY CONTACT INFO:
Bernie Toyekoyah
Phone: (405)247-1546
Email: BERNIE.TOYEKOYAH@BIA.GOV Agency Information:
Central Office
DO NOT MAIL APPLICATIONS
PLEASE FAX TO 478-757-3144
xxxxx, OK xxxxx

WHAT TO EXPECT NEXT:
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified of your rating and or referral to the hiring official. If further evaluation or interviews are required you will be contacted.

Instructions for answering the questions in the Occupational Questionnaire:

If you are applying to this announcement by completing the OPM 1203-FX form instead of using the Online Application method, please use the following step-by-step instructions as a guide to filling out the required questionnaire. You will need to print the vacancy announcement and refer to it as you answer the questions. You may omit any optional information; however, you must provide responses to all required questions. Be sure to double check your application before submission.
Social Security Number


Enter your Social Security Number. Providing your Social Security Number is voluntary, however we can not process your application without it.


Vacancy Identification Number

The Vacancy Identification Number is: VW372035


1. Title of Job

IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-7/9/11/12


2. Biographic Data

3. E-Mail Address

4. Work Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

5. Employment Availability

Please answer the following Employment Availability Questions by selecting either Yes or No.


6. Citizenship

Are you a citizen of the United States?
7. Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

8. Other Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

9. Languages

If you are applying by the OPM Form 1203-FX, leave this section blank.

10. Lowest Grade

Enter the lowest grade level (07-12) you will accept.


07
09
11
12

11. Miscellaneous Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

12. Special Knowledge

If you are applying by the OPM Form 1203-FX, leave this section blank.

13. Test Location

If you are applying by the OPM Form 1203-FX, leave this section blank.

14. Veteran Preference Claim

15. Dates of Active Duty - Military Service

16. Availability Date

If you are applying by the OPM Form 1203-FX, leave this section blank.

17. Service Computation Date

If you are applying by the OPM Form 1203-FX, leave this section blank.

18. Other Date Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

19. Job Preference

If you are applying by the OPM Form 1203-FX, leave this section blank.

20. Occupational Specialties

The occupational specialty will be selected for you if there is only one, otherwise, select/enter at least one occupational specialty code for this position. The specialty code for this position is:


001 Information Technology Specialist (Customer Support)

21. Geographic Availability

The geographic location code will be selected for you if there is only one, otherwise, select/enter at least one geographic location in which you are intrested and will accept employment. The location code for this position is:


87104 Albuquerque, NM

22. Transition Assistance Plan

23. Job Related Experience

If you are applying by the OPM Form 1203-FX, leave this section blank.

24. Personal Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

25. Occupational/Assessment Questions:
1. Are you submitting Form BIA-4432, Verification of Indian Preference for Employment, to claim Indian Preference? Note: You must include your BIA-4432. As outlined in the vacancy announcement, this is the ONLY Indian Preference Verification that will be accepted.

A. Yes.

B. No.

2. Are you submitting a DD-214, Certificate of Release or Discharge from Active Duty, to verify Veterans Preference claimed? Note: You must include your DD-214, if claiming 5pt. or 10 pt. preference and Standard Form 15 including the required supporting documentation, if claiming 10 pt. preference.

A. Yes.

B. No.

3. Are you submitting your most recent SF-50, Notification of Personnel Action, to verify you are a current status employee or a former employee with Reinstatement eligibility? Note: You must include your latest SF-50 to verify transfer or reinstatement eligibility.

A. Yes.

B. No.

4. Please select the one response that best describes your qualifications for the IT Specialist (Customer Support) at the grade GS-7 level.

A. I have successfully completed one full year of appropriate graduate level education (18 semester hours, 27 quarter hours or equivalent) with major study 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. Please NOTE: If you are using education to qualify, you must submit transcripts.

B. I possess a bachelor's degree which demonstrates the knowledge, skills, and abilities necessary to do the work AND I have documented Superior Academic Achievement (SAA) during my undergraduate studies. I meet the SAA by one of the following three methods: (1) class standing - upper third of the graduating class based on completed courses in the college, university or major subdivision; (2) grade point average - 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on my official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; OR 3.5 or higher out of a possible 4.0 ("B " or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum; OR (3) election to membership in a national scholastic honor society (note: membership in a freshman honor society cannot be used to meet the requirements of this provision). You must submit a copy of your transcript and proof of GPA computation, Class standing, or Honor Society membership.

C. I possess at least one year of specialized experience equivalent to the GS-5 level in the federal service which included the performance of tasks such as: Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language; Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow; Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts; Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency; Preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion.

Such skills are typically gained in the computer field or through performance of work where the primary concern was the subject matter of the computer application (e.g., supply, personnel, chemical process control), and computer-related efforts were required to facilitate the basic duties. Also, work in management analysis, program analysis, or a comparable field may have provided such skills.

D. I possess a combination of graduate level education as described in A and specialized experience as described in C which added together meet 100% of the qualification requirements for GS-7. To combine education and experience, determine the percentage of the experience required at this level, and determine your education as a percentage of the education required for this level. Add the two percentages together and they must equal at least 100 percent to qualify. Please NOTE: If you are using education to qualify, you must submit transcripts.

E. My education and/or experience are not reflected in any of the above statements.

5. Please select the one response that best describes your qualifications for the IT Specialist (Customer Support) at the grade GS-9 level.

A. I possess a Master's or equivalent degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D, if related, with a field of study 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 sciences. Please NOTE: If you are using education to qualify, you must submit transcripts.
B. I possess at least one year of specialized experience equivalent to GS-7 in the federal sector and demonstrates my knowledge of computer requirements and techniques in carrying out project assignments consisting of several related tasks, such as developing minor modifications to parts of a system on the basis of detailed specifications provided.

The assignments must show completion of the following, or the equivalent: Analysis of the interrelations of pertinent components of the system; Planning the sequence of actions necessary to accomplish the assignment; Personal responsibility for at least a segment of the overall project.

C. I possess a combination of graduate education as described in A and specialized experience as described in B which added together meet 100% of the qualification requirements for GS-9. To combine education and experience, determine the percentage of the experience required at this level, and determine your education as a percentage of the education required for this level. Add the two percentages together and they must equal at least 100 percent to qualify. Please NOTE: If you are using education to qualify, you must submit transcripts.

D. My education and/or experience are not reflected in any of the above statements.

6. Please select the one response that best describes your qualifications for the IT Specialist (Customer Support) at the grade GS-11 level.

A. I possess a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related in courses such as computer science, information science, information system 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. Note: You must submit copies of your transcripts.

B. I possess at least one year of specialized experience equivalent to GS-09 in the federal sector demonstrating my accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques.

For example, assignments would show, 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. Accomplishments, in addition to those noted for the GS-9 level, normally involve the following, or the equivalent: Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; 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; Adaptation of guidelines or precedents to the needs of the assignment.

C. I possess a combination of graduate education as described in A and specialized experience as described in B which added together meet 100% of the qualification requirements for GS-11. To combine education and experience, determine the percentage of the experience required at this level, and determine your education as a percentage of the education required for this level. Add the two percentages together and they must equal at least 100 percent to qualify. Please NOTE: If you are using education to qualify, you must submit transcripts.

D. My education and/or experience are not reflected in any of the above statements.

7. Please select the one response that best describes your qualifications for the IT Specialist (Customer Support) at the grade GS-12 level.

A. I possess at least 1 year of specialized experience comparable to the GS-11 grade level or higher in the federal service, as described in this vacancy announcement.

Qualifying experience may demonstrate accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project.

B. I do not meet the specialized experience requirement described above.

INSTRUCTIONS: For each task in the following group, choose the statement from the list below that best describes your experience and/or training. Please select only one letter for each item.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing the task, but have not yet performed it on the job.
C- I have performed this task on the job. My work on this task was monitored closely by a supervisor or senior employee to ensure compliance with proper procedures.
D- I have performed this task as a regular part of a job. I have performed it independently and normally without review by a supervisor or senior employee.
E- I am considered an expert in performing this task. I have supervised performance of this task or am normally the person who is consulted by other workers to assist them in doing this task because of my expertise.

8. Manage products lifecycle including concept exploration, requirements development, design, development and testing, implementation and integration, operations and maintenance, and disposal.

9. Analyze existing IT processes, standards, guidelines, and/or policies and make recommendations for improvement.

10. Implement office support activities with national and local requirements.

11. Assist in backing up and cleansing systems of data and executable code as part of refurbishment.
12. Install, configure, and maintain operating systems, servers, and work stations.

13. Set up equipment and software including hubs, printers, and microcomputers.

14. Provide technical support to users of standalone or networked workstations and peripherals.

15. Configure new systems and install application and network software.

16. Perform systems maintenance on computers using Windows NT/2000/XP operating system.

17. Maintain standard workstation configurations including security requirements.

18. Utilize various software programs and capabilities to ensure security on computers.

19. Perform technical and non-technical aspects of field support sites providing computer LAN/WAN connectivity, service center tickets, desktop/IT support, and other technical service and support.

20. Support components of an installed network including operating system upgrades, troubleshooting server performance, PC performance, communications, organization and system security.

21. Set up equipment and software for specialized training, including hubs, printers, and microcomputers as well as installing operating systems and training software.

22. Troubleshoot and resolve performance problems in standard operating systems.

23. Serve as a Help Desk Specialist trouble shooting operating systems, hardware, or communication problems.

24. Identify and analyze problems and specific issues to determine action required.
25. Evaluate the effectiveness and efficiency of assignments to identify problems areas and provide recommendations to the manager.

26. Serve as a team member of an IT Support Team in helpdesk support operations and project management.

27. Lead work groups comprised of subject-matter experts, system users, and IT Specialists through the design, planning, control, and evaluation phases of an IT project.

28. Prepare briefings, memoranda, and technical reports on topics, projects, and activities on the work team functions for presentation.

29. Convey information regarding technical or business related details to clients, customers, and managers.

30. Deliver user training on applications, software, hardware, or networks.

31. Do you have experience in Help Desk field support activities such as diagnosing and resolving problems in response to customer reported incidents?

A. Yes

B. No

If you selected yes to Question 31, please provide a short summary of your experience in this area.

32. Do you have experience with troubleshooting hardware and software problems, including upgrading and debugging for problem resolution?

A. Yes

B. No

If you selected yes to Question 32, please provide a short summary of your experience in this area.

33. Do you have knowledge of the Information Systems Security Certification and Accreditation (C&A) Process?

A. Yes

B. No

34. Do you have knowledge of the National Institute of Standards and Technology (NIST) 800.53 Security Self-Assessment Guide for IT systems?

A. Yes

B. No

35. Do you have knowledge of the Federal Information Management Act (FISMA)?

A. Yes

B. No

If you selected yes to Question 35, please provide a short summary of your experience or knowledge in this area.

36. Are you familiar with Information Systems security requirements and guidance?

A. Yes

B. No

If you selected yes to Question 36, please provide examples of your experience with security incidents and the guidance followed.

37. This position requires frequent travel to effectively support users, as well as to consult with Bureau IT installation managers, to attend meetings, symposia, standardization committees, seminars, etc., as well as to other field locations throughout the Bureau. Are you willing to travel at least 10 or more days per month?

A. Yes

B. No

38. Incumbent is required to operate a government-owned or leased motor vehicles in the performance of duties, therefore, is expected to qualify for a government driver's license. Do you possess a valid Drivers License?

A. I certify that I possess a valid Drivers License.

B. I do not possess a valid Drivers License.

INSTRUCTIONS: As previously explained, your ratings in this Occupational Questionnaire are subject to evaluation and verification based on the documents and references you submit. Later steps in the selection process are specifically designed to verify your ratings. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probation period. Please take this opportunity to review your ratings to ensure their accuracy. By agreeing to the statement below, you are confirming that you: 1) understand this warning; 2) have reviewed your responses to this questionnaire for accuracy; and 3) verify that your responses accurately describe your current level of experience and capability.

39. Failure to agree to the statement below will disqualify you from further consideration for the position.

A. Yes, I verify that all of my responses to this questionnaire are true and accurate. I accept that if my supporting documentation and/or later steps in the selection process do not support one or more of my responses to the questionnaire that my application may be rated lower and/or I may be removed from further consideration.

B. No, I do not accept this agreement and/or I no longer wish to be considered for this position.

It is the applicant's responsibility to verify that information entered, uploaded, or faxed (i.e., resume, veterans or Indian preference documentation, assessment questions and answers, and SF 50's) is received and is accurate.

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