Government Accountability Office Information Technology Specialist (CUSTSPT) in District of Columbia, District Of Columbia

  • Duties

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Duties
Summary

GAO's work is designed to address four common goals:

  • to help the Congress address current and emerging challenges to the well-being and financial security of the American people;

  • to help the Congress to respond to changing security threats and the challenges of global interdependence;

  • to help transform the Federal government to address national challenges; and

  • to maximize the value of GAO by enabling quality, timely service to Congress and by being a leading practices Federal agency.

To learn more about GAO please visit us on the web at http://www.gao.gov/about/index.html

This position is located in Information Systems and Technology Services (ISTS), Customer Relations Group (CRG). CRG works directly with GAO business units in defining customer requirements, service level agreements, and customer feedback mechanisms, as well as provides end-user help desk and on-the-floor support. CRG also provides and maintains computers, copiers, and related equipment for all of GAO. The purpose of this position is to provide IT customer support to the GAO workforce.

The GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. This position is also being announced under the Agency's Merit Promotion procedures for federal employees and non-competitive appointment eligibles. If you wish to be considered under Merit Promotion or Non-Competitive procedures, you MUST apply under the Merit Promotion announcement GAO-18-ISTS-2210-02-MP for consideration.

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Responsibilities
  • Manages the delivery and setup of new technology, e.g., Laptops, Monitors, Smartphones to mission and staff offices as needed. Works with the contractor staff, and EOG staff in HQ and the field to ensure optimal setup and timely delivery of devices. Plans rollout of other technologies.
  • Oversees and monitors contract staff that comprise Customer Support Services (CSS), including IT help desk and deskside support services. Establishes network accounts, provides troubleshooting and “how to” support, and manages hardware provisioning to users. Tests functionality of systems and deploys to mission and staff offices as needed. Establishes instances of group communication between entities external to GAO and agency managers.
  • Coordinates with colleagues to plan and implement all agency-wide software and hardware deployments. Ensures Customer Support staff understands the technology and configuration protocols and provides general deployment information for ISTS staff and customer support. Provides feedback on processes and helps modify processes with constructive feedback and alternative solutions.
  • Manages the deployment of service updates and new service offerings. Works with engineers and help desk to ensure a smooth transition that is seamless to the customers. Provides support for the creation and posting of all ISTS Notices and other channels of communication, including email Announcements and web notices. Ensures continuity of operations as needed.
Travel Required

Not required

Supervisory status

No

Promotion Potential

NA

Who May Apply
This job is open to…

U.S. Citizens

Questions? This job is open to 1 group.

  • #### Job family (Series)

2210 Information Technology Management

  • Requirements

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Requirements
Conditions of Employment
  • You must be a U.S. citizen
  • You may be required to submit a financial disclosure statement.
  • You must be suitable for federal employment.
  • You may be required to complete a one year probationary period
  • Registered for Selective Service, if applicable. (www.sss.gov)

You must meet all qualification requirements before the announcement closes.

Qualifications

*Basic Requirements: *Applicants must have IT-related experience demonstrating each of the four competencies listed below:

  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. AND

Applicants must have 1 year (52 weeks) of specialized experience at the next lower band or level equivalent to the GS-13 in the Federal Service, or comparable private/public sector experience which has equipped the applicant with the skills and knowledge to successfully perform the duties of the position. Specialized experience is defined as experience overseeing and monitoring staff that provides IT customer support services; providing oral and written communication for day to day operations and large scale IT deployments*; andmanaging large scale enterprise-wide IT projects ensuring customer support concepts and methods are integrated into the design and implementation.*

NOTE: Your application should clearly show your possession of the specialized experience qualification requirement and the four competencies listed above.

You must meet all qualification requirements before the announcement closes.

Education
Additional information

This is a non-bargaining unit position.

Based on the staffing needs, additional selections may be made through this vacancy announcement.

Selectee may be required to file a Financial Disclosure Statement.

Travel and relocation expenses will not be paid for by the GAO.

Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System. Visit http://www.sss.gov/.

Please be aware that applicants will be required to complete questions contained on the Declaration for Federal Employment (OF-306) at the time a tentative job offer is made. If selected, at the time of appointment, selectees will be required to update the OF-306.

If you are selected for this position, you will be subject to a determination of your suitability for Federal employment.

The U.S. Government Accountability Office’s policy is to provide equal employment opportunity for all regardless of race, religion, color, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, or gender identity.

The U.S. GAO is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Initial appointments, permanent or indefinite, to the GAO require completion of a one-year or two-year probationary period.

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The questionnaire will assess your qualifications for the job. If you meet all of the qualification requirements, your application will be placed in one of three categories: Best Qualified, Well Qualified, or Qualified. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans. Please make sure that your responses to the assessment questions are supported in your resume. Follow all instructions carefully as incomplete answers, errors, or omissions may affect your rating. Your rating will be invalid if you fail to include a narrative reply to any assessment question(s) that requires further explanation or your reply is "see resume."

All applicants will be rated based on their responses to the assessment questions, in conjunction with the following Knowledge, Skills and Abilities (KSA’s):

  • Expert knowledge of, and skill in applying customer support concepts and method sufficient to serve as senior customer technical analyst with responsibility for resolving the most complex customer problems.
  • Knowledge is used to identify IT service requirements and coordinate with managers and service providers to meet those needs.
  • Knowledge of information standards, policies and procedures in order to provide effective implementation and management of information systems and to promote standardization, compatibility, and integration.
  • Ability to represent the customer support office in planning for the installation and implementation of new systems and technologies.
  • Expert knowledge of the design and development of computer networks and the operation of information centers. Veterans Preference applies to this announcement. For more information regarding veterans’ preference please visit http://www.fedshirevets.gov/index.aspx

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Background checks and security clearance
Security clearance

Public Trust - Background Investigation

  • Required Documents

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Required Documents

You must provide a complete application package which includes:

  • Resume: must be created using the USAJOBS resume builder and show relevant work experience.

  • If you are using your education to qualify (even partially), you must submit a copy of your transcripts. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you will be required to provide official transcripts. Foreign Education: If you are submitting a transcript from a non-US educational institution, applicants must submit all necessary documents to a private U.S. organization that specializes in interpretation of foreign educational credentials, commonly called a credential evaluation service. For additional information, please visit http://www.gao.gov/careers/foreignedu.pdf.

  • If you are claiming veterans’ preference you must submit adequate proof of active service in the Armed Forces including Member 4 copy of your DD-214, which indicates character of service. To claim 10-point veterans' preference, you must also submit an SF-15 and a letter from the Department of Veterans Affairs verifying the percentage of your disability and preference in hiring. To claim 5-Point veterans' preference, you must submit a Member 4 copy of the DD - 214 or if you are currently active duty and are within 120 days of discharge or release from active duty, you must submit certification of expected discharge or release under honorable conditions with your application. The certification must be an official statement of service from the armed forces command.

Failure to submit any of the above mentioned required documents will result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits

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Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • How to Apply

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How to Apply
  1. To apply on-line, you must complete and submit an application by accessing the USAJOBS website at http://www.usajobs.gov. To begin, click the Apply Online button near the bottom of this screen and follow the prompts to register into your USAJOBS account, answer the questions, and submit all required documents. Follow the prompts to begin the application process.

  2. You will be redirected to the Career Connector website to complete the application process.

  3. Click on "Submit" to transmit your complete application package to GAO.

Can I send my application package documents to the agency point-of-contact via email or mail?

Your application package must be submitted online through Career Connector. We are unable to accept mailed or emailed documents.

What is a complete application package?

  1. Your resume. This must be created using the USAJOBS resume builder. Resumes created outside USAJOBS (e.g., uploaded resumes) will not be accepted.

  2. The assessment questionnaire.

  3. The documentation listed in the Required Documents section. You only need to submit the documents listed.

When is the application package due?

It must be received by 11:59 p.m. Eastern Time (ET) on the closing date of the announcement. It is your responsibility to ensure all the documents are received and the information is readable. Your application may not be considered if it doesn't meet the criteria. Requests for extensions will not be granted.

If you have problems completing your on-line application, including problems submitting your supporting documents, please contact the Help Desk by e-mail at mgshelp@monster.com or by phone at (866) 656-6831. The help desk is available Monday-Friday, 7:00 a.m. to 7:00 p.m. ET 1. Sign into your USAJOBS account.

  1. If your application package was successfully transmitted, you will see "Received" beside the position title. Keep in mind, this may take a couple hours because your documents undergo a virus scan.

  2. To view your documents or the complete application package received by GAO, select "Application Status." The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.

If you have questions about:

  • The vacancy announcement or the position: The agency contact is listed at the bottom of the announcement.

  • Technical issues with USAJOBS: Please refer to the USAJOBS Help page.

  • Technical issues with Career Connector: Please contact CareerConnectorHelp@do.treas.gov.

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Agency contact information
Aisha Maxwell
Phone

202-512-6538

Fax

111-111-1111

Email

MaxwellA@gao.gov

Address

GOVERNMENT ACCOUNTABILITY OFFICE 441 G Street NW Room 1157 Washington, District of Columbia United States

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Next steps

After the closing date of this announcement, GAO's Human Capital Office will conduct an evaluation of your qualifications and determine by reviewing your assessment questionnaire and resume to complete an analysis, so please be as complete and thorough as possible. If your application is rated "best-qualified," your name will be referred to the selecting official for consideration. At this point you may be contacted for an interview.

If you do not meet the key requirements, and/or basic qualifications or you fail to submit all required application materials, your application will not be considered.

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/499860300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 05/17/2018 to 05/31/2018

Salary: $101,385 to $161,478 per year

Pay scale & grade: PT 03

Work schedule: Full-time

Appointment type: Permanent