Summary
In this position you will serve as an Information Technology Specialist, within FEMA Region 9, Mission Support Division in Oakland, CA. The ideal candidate for this position will have experience as an IT Specialist performing work that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
Duties
What will I do in this position if hired?
In this position, you will serve as an Information Technology Specialist (CUSTSPT). Typical assignments include:
- Providing technical assistance and guidance to system users, program managers, contracting personnel, related to telecommunication CISCO VOIP Phones, common practices of installing, updating software, and basic troubleshooting.
- Resolving telecommunications and data collections problems: such as linking incompatible equipment, systems, telephone equipment with multiple operating capabilities.
- Monitoring and making configuration changes to agency voice and data communications systems; developing procedures for diagnostic testing, error recovery, traffic re-routing, problem isolation and identification, and gathering and analyzing data.
- Researching and providing response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.
- Diagnosing and resolving difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.
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.
Requirements
Current Federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the Federal service. The time-in-grade and qualification requirements must be met within 30 days of the closing date of this announcement.
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 or Private Sector and must demonstrate all of the following:
- Performing system updates, troubleshooting and implementing IT based training solutions; and,
- Conducting analyses of systems, recommending resolutions and developing new methods; and,
- Completing system component integration, testing and evaluation methods and procedures.
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)? 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
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