U.S. DEPARTMENT OF THE INTERIOR
BUREAU OF LAND MANAGEMENT

About

Announcement Number:
NOC Merit-2017-0072
Hiring Agency:
Bureau of Land Management
Position Title:
IT Specialist (Customer Support)
Open Period:
08/24/2017 - 09/07/2017 Format MM/DD/YYYY
Series/Grade:
GS - 2210 07/09/11
Salary:
USD $55,560 - USD $98,044
Work Schedule:
Full-time - This is a full-time position
Promotion Potential:
GS-11
Duty Location(s):
Few Vacancies in

Fairbanks, AK, US
Telework Eligible:
No
For More Info:
Cara Dover
303-236-6104
Cdover@blm.gov

Overview

Who May Apply/Clarification From the Agency:
  • All current and Former governement employees with competitive/reinstatement eligibility.
  • Current or former time-limited employees eligible under PL-114-47, Land Management Workforce Flexibility Act (LMWFA)​.
  • Veteran Employment Opportunity Act (VEOA) eligibles.
  • CTAP/ ICTAP eligibles within the local commuting area.
Security Clearance Required:
Q Nonsensitive
Appointment Type
Permanent
Appointment Type Details:
This is a permanent position
Marketing Statement:
BLM is seeking a dynamic and energetic individual to join its IT team as a Customer Support Specialist. 

The BLM manages more land - 245 million surface acres - than any other Federal agency. This land, known as the National System of Public Lands, is primarily located in 12 Western States, including Alaska. The BLM, with a budget of about $1 billion, also administers 700 million acres of sub-surface mineral estate throughout the nation. The BLM's multiple-use mission is to sustain the health, diversity, and productivity of the public lands for the use and enjoyment of present and future generations.
Summary:
Explore a new career with the BLM - where our people are our greatest natural resource.

For additional information about the BLM, please visit our website  

This position is located in the Department of the Interior (DOI), Bureau of Land Management (BLM), National Operations Center (NOC), Division of Information Resources Management (DIRM), OC-360, reporting to the Information Technology (IT) Zone Manager through the assigned field IT supervisor. The position serves as a BLM IT Specialist for an IT Support Zone, IT Field Operations; and is responsible for supporting IT operational infrastructures that assure delivery of BLM's mission services and associated artifacts within the assigned IRM Support Zone.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Travel Required:
Occasional Travel

Less than two nights a month on average.

Duties

You will perform the full range of IT customer support functions.  Some of your specific duties will include:

  • providing a full range of customer support for BLM approved software and hardware products.  Training customers and less experienced IT Support Staff in the use of systems and applications.
  • managing Remedy Tickets to include:  opening, updating and closing tickets; researching, evaluating, resolving issues and analyzing trends.
  • installing, configuring, troubleshooting and maintaining a wide variety of customer applications, operating systems, protocols and equipment.
  • diagnosing and resolving complex issues for a wide variety of applications, IT systems, networks, web pages, and personal computers to minimize customer service interruptions.  

Qualifications and Evaluations

Requirements:
Your resume must contain enough information to show that you meet the specialized experience as defined in the announcement or vacancy questions. In addition, your responses to the questions must be adequately reflected in your resume.
Key Requirements:
  • U.S. Citizenship is required
  • Security Clearance/Background Investigation is required
  • Be sure to read the "How to Apply"  and  "Required Documents" Sections
  • Direct Deposit Required
  • You cannot hold an active real estate license; nor can you
  • have an interest or hold stocks in firms with interest in Federal Land
  • Education Requirements:
    Evaluations:
    Upon receipt of your complete application package, a review of your application will be made to ensure you meet the basic qualification requirements.  Your rating will be based on your responses to the Job Specific Questionnaire and the information stated in your resume. If qualified, your score may range from 70-100 points. In addition, interviews may be conducted for this position.  The interviews may be conducted on a pass/fail basis or may be scored.  The job specific questions relate to the following knowledge, skills and abilities required to do the work of this position:

    1. Knowledge of customer support concepts and methods; the organization's IT infrastructure; IT security principles; and new IT products and services sufficient to install, configure, and test software on customer workstations.
    2. Ability to give guidance or training to customers to prevent recurrences.
    3. Ability to document resolution methods and update problem resolution databases.
    4. Knowledge of troubleshooting and data analysis methods; and communication methods and techniques sufficient to receive, respond to, and ensure complete resolution of any help center call; document actions taken.
    Qualifications:
    Basic Requirements:

    Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management degree 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-

    IT related experience.  This experience may have been paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification).  The IT-related experience MUST demonstrate each of the following four competencies:
    1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
    2. 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.
    3. 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.
    4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
     

    To qualify for the GS-07, you must meet one of the following requirements:

    Specialized Experience:  In addition to meeting the basic requirement, your resume may show one year of specialized experience equivalent in difficulty and complexity to the next lower grade (GS-05). Examples: installing and configuring software applications; troubleshooting and maintaining all customer hardware and software apparatus and applications, respectively; diagnosing and resolving problems in response to customer reported incidents; managing and installing IT equipment to assure adequate coordination of IT technical support.   -or- 

    Education: 1 full year of graduate level education OR superior academic achievement. 

     

    To qualify for the GS-09, you must meet one of the following requirements:

    Specialized Experience:  In addition to meeting the basic requirement, your resume may show one year of specialized experience equivalent in difficulty and complexity to the next lower grade (GS-07).  Examples: Such specialized experience must demonstrate the above for GS-07 plus experience performing ALL of the following: working as an IT Specialist assisting in backing up and cleaning system(s) of data and executable codes as part of refurbishment; restoring and repairing damaged critical data files; maintaining a problem tracking and resolution database in response to customer reported incidents; performing technical and non-technical aspects of the IT field support sites that relate to customer support operations involving computer networks, telecommunications and mobile technology; and providing IT customer support services such as responding to help desk tickets, troubleshooting and other general IT incidents. -or- 

    Education: Master's degree, an equivalent graduate degree, or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.

     

    To qualify for the GS-11, you must meet one of the following requirements:

    Specialized Experience:  In addition to meeting the basic requirement, your resume may show one year of specialized experience equivalent in difficulty and complexity to the next lower grade (GS-09). Examples: work that involves knowledge of a wide range of applications, operating systems, protocols and equipment used in customer organizations as well as the methods and practices for troubleshooting and resolving customer issues; basic oral and written communication skills to communicate factual and procedural information clearly; knowledge of automated system customer support methods and techniques to include troubleshooting, recover, and resolution of complex hardware and software issues; and knowledge and skill in applying operating system principles and methods to configure system components. -or- 

    Education:  Ph.D., an equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree.

    Benefits and Other Info

    Benefits URL:
    Review our Benefits
    Other Information:
    Male applicants born after December 31, 1959, must certify that they have registered with the Selective Service System, or are exempt from having  to do so under the Selective Service Law.  To register or verify your registration go to the Selective Service System website.

    May require the completion of a one year probationary period.

    Travel and relocation expenses will not be paid by the Department of the Interior. Any travel, transportation and relocation expenses associated with reporting for duty in this position will be the responsibility of the selected employee.

    Career Transition Assistance Plan (CTAP): CTAP provides eligible surplus and 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 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; and 3) You are found well qualified for this vacancy. You must provide a copy of your written notification of CTAP eligibility with your application.  Information about CTAP eligibility is available from OPM's Career Transition Resources website at CTAP

    CTAP and ICTAP eligibles will be considered well qualified if they receive a minimum score of 90 based on the rating criteria used for this position.

    The BLM may use certain incentives, currently offered by the Federal government, to attract high quality applicants.

    Government facilities are required to provide a smoke free environment for their employees. Smoking will be permitted only in designated areas.

    The Bureau of Land Management has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework with supervisor approval.

    How to Apply

    How to Apply:
    To receive consideration for this position, you must provide a complete Application Package, which includes ALL of the following items: 1.your responses to the Assessment Questionnaire; 2. your resume; and 3. applicable supporting documents specified in the Required Documents section of this job announcement. 

    Click on the button "Apply to this Vacancy" at the bottom of this Screen and login to MY USAJOBS. If you haven't already registered with USAJOBS, select the “Create a new account” link. You will be required to create a user name and password, complete a questionnaire and upload, paste or type a resume into USAJOBS. If you have already registered with USAJOBS and forgot your login information, select the Forgot your username or password? link.

    Your application package must be submitted by 11:59 PM Eastern Time by the closing date of this announcement.

    If you need assistance in applying online, please contact Cara Dover at cdover@blm.gov or 303-236-6104. 

    If applying online poses a hardship for you (i.e. you do not have access to the internet) you must contact us prior to the closing date of the announcement for an alternative method of applying.
    Required Documents:
    Resumes must show relevant experience and other information.  Your resume must list your education and work experience including the dates (mm/dd/yy) of each employment along with the number of hours worked per week and salary information.  Your resume will be used to validate your responses to the assessment tool(s).   You are welcome to submit a cover letter (optional).  In addition to the online application (resume and responses to the questionnaire), you are required to submit the following forms:

    Current or former Government employees with competitive/ reinstatement eligibility: Submit a copy of your most recent (non-award) SF-50, Notification of Personnel Action, or equivalent document that verifies current position information (title, grade, etc), tenure (block 24, code 1 or 2) and Competitive Status (block 34, code 1). Also, submit any SF-50s that document your highest grade held permanently or temporarily.

    VEOA Eligibles: you will need to submit documentation to show your veterans' preference, years of active military service, and character of service (type of discharge).

    Applicants eligible under PL-114-47, Land Management Workforce Flexibility Act (LMWFA) must submit documentation verifying (a) initial selection under competitive examining procedures to a land management agency under a time-limited appointment in the competitive service , (b) service under this initial appointment, or in conjunction with subsequent competitive service time-limited appointments, to a land management agency was for a period of 24 months without a break in service of two or more years, and (c) performance was evaluated as being at an acceptable level for the entire applicable period(s). “Required documentation” includes first and last SF-50 (Notification of Personnel Action) for each​ ​ appointment​ verifying the Position Occupied code (Block 34) is 1-Competitive Service, AND documentation of successful performance for each appointment. Applicants are encouraged to combine all required documents into one or more files and scan for uploading into the application. Each file must not exceed 3MB. Grouping documents into files will simplify the application process. Failure to submit required documentation will result in loss of consideration.

    Copy of Transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. If your degree is from a Foreign Institution, See Foreign Education.

    Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) eligibles: documentation verifying your CTAP/ICTAP eligibility - this includes a copy of the agency notice and your most recent SF-50 noting current position, grade level and duty location.

    You may submit your documents either via Auto-Requested Fax or by uploading your documents from your USAJOBS Profile. Do not use both options.

    Auto-Requested Fax: You may submit required documentation that will be electronically displayed along with your resume. Uploading Documents: Instead of faxing your documents you may use the uploading procedures through Applicant Manager. 

    Hard copy paper supplemental documents, submitted without prior Human Resources approval, will be considered as an incomplete application. Required documentation must be submitted by 11:59 p.m. Eastern Time, on the closing date of this announcement.

    It is the responsibility of the of the applicant to illustrate that all eligibility requirements are met. This includes that your resume/application documents specific information on each employment listed. Specifically, you must document Agency/Company Name, supervisor's name and contact information, position title, Grade/series/salary, and employment dates to include month and year. Failure to do so may result in your application being disqualified. If you have questions regarding the necessary documentation to include, contact the HR Specialist listed on this announcement prior to the closing date of the announcement.
    Next Steps:
    You will receive notification via email, generally within 2 weeks of the closing date of the announcement, as to whether or not your name was referred to the selecting official.

    You may also check the status of your application by viewing your MY USAJOBS account.