Campus Pride Jobs

Summary You will serve as an IT Specialist (Customer Support) for the Small Business Administration (SBA), Office of Capital Access (OCA), Disaster Lending Division (DLD) in Herndon, VA. The employee will serve under the technical and administrative direction of Herndon support desk supervisor and will be responsible for the development, implementation, operation of IT equipment and systems. This job will close when we have received 50 applications which may be sooner than the closing date. Responsibilities As an Information Technology Specialist (Customer Support) at the GS-2210-12, some of your typical work assignments may include: Configure, deploy, support, upgrade, and maintain equipment used in-house and/or in remote disaster field offices. Train customers on and maintain agency and Office of Capital Access (OCA) authorized applications using approved methods to assure applications are fully optimized and meet agency goals. Monitor and evaluate system's compliance with IT security requirement. Implement and coordinate activities designed to protect and restore IT systems, services and capabilities. Provides ongoing support and respond to customer request and recommended changes in customer support procedure. IMPORTANT NOTES: This is a Permanent appointment in the competitive service with a full-time work schedule. By applying for this position with SBA's Disaster Lending Division - DLD-IT, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. This position is not included in a bargaining unit. Requirements Conditions of Employment Qualifications Individual Occupational Requirement (IOR): Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have 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 (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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND Require one year of specialized experience at the next lower GS-11 grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/26/2024. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-12: One year of specialized experience, equivalent to the GS-11 grade level in the Federal service, obtained in either the private or public sector: Provide leadership and direction in developing plans, procedures, instructions, criteria, and specifications for information technology and its implementation; AND Perform system and account management within a Hybrid Enterprise environment such as Windows, Apple, and Salesforce Cloud Platform; AND Install, configure, and troubleshoot IT software and hardware such as laptops, iPhones, printers, monitors, docking stations, and scanning systems to include creating System Center Configuration Manager (SCCM) package builds and updates; AND Utilize support service ticketing platforms, such as ServiceNow to track and resolve Incidents and Requests in an Enterprise environment. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov) 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 can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Education may not be substituted for experience for this position. Qualification Standards: Information Technology (IT) Management Series 2210 (Alternative A) (opm.gov) Additional Information Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.phptitle=Reasonable_Accommodations_for_USA_Hire Career and InterAgency Career Transition Assistance Programs: Career Transition Assistance Plan (CTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job in their current agency (intra-agency, i.e. SBA employees only). Inter-Agency Career Transition Assistance (ICTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job at another agency (inter-agency; i.e. not applying to their current or former agency). Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. For additional information visit www.sss.gov. Telework may be available. For information on Telework visit: http://www.telework.gov/