Summary
The ideal candidate will provide technical support required to (1) maintain systems, evaluate problems and take corrective action, (2) perform analysis of routine applications of information technology ,and implementation of information systems to meet organizational requirements, (3) experience in the planning and delivery of technical support services, including troubleshooting, installation, removal, moves, systems knowledge assistance and/or training in response to customer requirements.
Duties
What will I do in this position if hired?
In this position, you will provide customer support services for the organization's IT (information technology) equipment, software, systems, interfaces and/or networks. Analyze complex IT problems reported to the
service desk.
Typical assignments include:
- Provides technical advice and assistance to include troubleshooting, diagnosing, and resolving
customer application problems in response to reported or observed incidents and ensures
critical business activities are carried out. - Investigate reported problems in system software, application software interfacing, and/or IT
equipment to isolate causes of malfunctions. - Train system users on new or changed operating systems, IT equipment, software and/or the
application of security guidelines. - Use the full range of network systems (LAN/WAN) design principles, methodologies and
approaches used in developing, testing, installing, operating, managing and/or maintaining
network services that support functional requirements. - Participates in the establishment of short and long-range plans affecting the availability of
Information Technology (IT) resources.
What else do I need to know?
At FEMA, our mission is to help people before, during and after disasters, and every employee at FEMA has a role in emergency management. Every FEMA employee has regular and recurring emergency management responsibilities, though not every position requires routine deployment to disaster sites. All positions are subject to recall around the clock for emergency management operations, which may require irregular work hours, work at locations other than the official duty station, and may include duties other than those specified in the employee's official position description. Travel requirements in support of emergency operations may be extensive in nature (weeks to months), with little advance notice, and may require employees to relocate to emergency sites with physically austere and operationally challenging conditions.
FEMA is committed to ensuring that its workforce reflects the diversity of the nation. At FEMA, our workforce includes the many identities, races, ethnicities, backgrounds, abilities, ages, cultures, and beliefs of the people we serve. To learn about FEMA's ongoing diversity and inclusion efforts, reasonable accommodation process, and the FEMA Core Values, please visit www.fema.gov.
Promotion Potential: Future promotions will be dependent on your ability to perform the duties at a higher level, the continuing need for an employee assigned to the higher level, and administrative approval.
Requirements
The qualification requirements listed below must be met by the closing date of this announcement.
To qualify for this position at the GS-11 level, you must possess one full year of specialized experience equivalent to at least the GS-09 level in the Federal government, which has equipped you with the skills needed to successfully perform the duties of the position. Experience may be obtained in the federal government, a state or local government, or private sector, and must demonstrate the following:
- Providing the technical support required to maintain systems, evaluate problems and take corrective action, AND
- Performing analysis of routine applications of information technology (hardware and software), and implementation of information systems to meet organizational requirements, AND
- Experience in the planning and delivery of technical support services, including troubleshooting, installation, removal, moves, systems knowledge assistance and/or training in response to customer requirements.
OR
A Ph.D. or equivalent doctoral degree or at least three full years of progressively higher level graduate education leading to such a degree or LL.M. in a related field (Transcript required).
OR
Combination of specialized experience, as described in the vacancy announcement, and related graduate level education, beyond the first full year of graduate level study, that when combined, meet the qualification requirements for this position (Transcript required).
To qualify for this position at the GS-12 level, you must possess one full year of specialized experience equivalent to at least the GS-11 level in the Federal government, which has equipped you with the skills needed to successfully perform the duties of the position. Experience may be obtained in the federal government, a state or local government, or private sector, and must demonstrate the following:
- Implementing and supporting virtual server and virtual desktop environments; AND
- Providing server technical support including cyber security for LAN and support systems; AND
- Implementing, planning, and evaluating studies to develop long-range IT solutions; AND
- Developing and interpreting information technology policies, procedures and utilizing the System Change Request process system.
Please read the following important information to ensure we have everything we need to consider your application:
- Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.
- Please limit your resume to five pages. If more than five pages are submitted, only the first five pages will be reviewed to determine your eligibility and qualifications.
- Your resume serves as the basis for experience related qualification determinations, and you must highlight your most relevant and significant work experience and education (if applicable), as it relates to this job opportunity. Please use your own words, be clear, and specific when describing your work history. We cannot make assumptions regarding your experience.
Are you qualifying based on your work experience?
- Qualifications are based on your ability to demonstrate in your resume that you possess one year of the specialized experience for this announcement at a comparable scope and responsibility. To ensure all of the essential information is in your resume, we encourage you to use the USAJOBS online Resume Builder . If you choose to use your own resume, it must contain the following information organized by experience/position: (1) job title, (2) name of employer, (3) start and end dates of each period of employment (from MM/DD/YY to MM/DD/YY), (4) detailed description of duties performed, accomplishments, and related skills, and (5) hours worked per week (part-time employment will be prorated in crediting experience). Federal experience/positions must also include the occupational series, grade level, and dates in which you held each grade level.
- Are you a current or former FEMA Reservist/Disaster Assistance Employee (DAE) employee? To accurately credit your experience from intermittent positions and Reservist Deployments, you must list the dates (from MM/DD/YY to MM/DD/YY) of deployments that are relevant to your qualifying experience, along with the job title and specific duties you were responsible for during each deployment.
- Determining length of General or Specialized Experience is dependent on the above information. Failure to provide the above information in your resume may result in your application being found \"not qualified.\"
- 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 provides valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
- For additional information on crediting experience and/or education, please reference the OPM General Schedule Qualification Standards
|
