Summary This position is in Office of Mission Support (OMS). About the Office of Mission Support | US EPA. This is an office-centered position*--you must physically report to one of the duty stations stated in this announcement on a regular basis (location TBD after candidate selected). *EPA offers work-from-home and work schedule flexibilities as described in the Benefits section. Responsibilities You will: Oversee implementation of new system hardware and software, and develop operating procedures. Serve as an expert and advisor in diagnosing and resolving computer related problems in response to customer related incidents. Serve as Project Officer, Contracting Officer Representative (COR) or Contracting Officer’s Technical Representative (COTR). Provide customer support for problem solving, integrating and managing functional operations of multiple computer systems, software packages, networks and applications programs. Develop outreach strategies and materials to communicate information about system changes. You will spend less than 25% of your work time on contracts, grants/cooperative agreements, and/or interagency agreements. One or more positions may be filled (in the organization advertised and/or in other organizations), if appropriate to the position. Requirements Conditions of Employment You must submit a resume and required documents--see How to Apply section. You must be a U.S. citizen. #LI-Onsite If you are selected, you will be required to complete a Confidential Financial Disclosure form within 30 days of your first day of employment and annually thereafter. This position is designated as High Risk and requires a background investigation. Unless an appropriate background investigation is already on record with the Office of Personnel Management, you must undergo a background investigation. All conditions of the pre-employment security process must be met before an official letter of employment can be issued with a report for duty date. You must meet time in grade requirements no later than 30 calendar days after the closing date of this announcement. If you are selected, you may be required to complete a one-year probationary period if appointed as Competitive Service or a two-year trial period if appointed as Excepted Service. Qualifications NOTE: You must meet qualification requirements, including any requirements described in the Education section, by the closing date of this announcement. In addition to the basic education requirements, you must have specialized experience and/or directly related education as described below: To qualify for the GS-13 level, you need to have at least one year of full-time experience equivalent to the GS-12 level defined as providing customer support in the areas of software, hardware, networks and applications programs; and researching, evaluating, and providing feedback on problematic trends and patterns in information technology (IT) customer support requirements. Your answers to the online assessment will be used to evaluate your competencies in the following areas: Skill in the implementation of new system hardware and software Skill in written communication Knowledge of a wide range of computer troubleshooting techniques, requirements, methods, sources, and procedures to perform a variety of assignments involving IT customer support Skill in developing and maintaining problem tracking and resolution databases Skill in oral communication Knowledge of contract management Knowledge of a wide range of computer troubleshooting techniques, requirements, methods, sources, and procedures to perform a variety of assignments involving IT customer support 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. *If you have part-time work experience, read this: EPA Announcement Policies and Procedures. Education You must have one of the following: -bachelor's or higher degree from an accredited or pre-accredited college or university in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management 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 demonstrating each of these 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. For information about accreditation requirements, visit EPA Announcement Policies and Procedures. Additional Information This position is in the bargaining unit. Are you a Displaced Federal Employee? If so, please read the Required Documents section and visit the EPA website for additional information on the Career Transition Assistance Plan (CTAP) and Interagency Career Transition Assistance Plan (ICTAP): EPA Announcement Policies and Procedures NOTE: To be entitled to selection priority, you must be rated well-qualified (i.e., you must have a score of 87 or higher--see the How You Will Be Evaluated section). Diversity, equity, and inclusion are core values at EPA. Our excellence can only be fully realized by staff who share our commitment to these values. Successful candidates are committed to advancing equity and inclusion in the Agency’s workplace and mission. We encourage applications from candidates with a variety of personal experiences, values, and worldviews that arise from differences of culture and circumstance. At EPA, diversity is a vital element in bringing a balance of perspectives to bear on every challenge we face. We are committed to creating a diverse workforce because we know that the individual strengths and abilities of our employees make us a stronger organization. The more inclusive our employee base is, the greater the variety of ideas that are generated, and the more representative we are of the nation we serve. To learn more about how EPA values and supports our diverse workforce, visit Equal Opportunity Employment at EPA. EPA participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that enables participating employers to electronically verify the employment eligibility of their newly hired employees. For additional information: EPA Announcement Policies and Procedures. Except in special circumstances, those new to the federal government will be hired at the starting salary (step 1) of the applicable grade range listed in the Overview section. Although the Service type indicated in the Overview section is Competitive, you may be appointed as Excepted Service based on your eligibility to be hired under certain appointing authorities. If you are selected, travel, transportation, and relocation expenses will not be paid by EPA. Any travel, transportation, and relocation expenses associated with reporting to work in this position will be your responsibility.