Summary Reclamation is seeking a career professional looking for an opportunity to capitalize on their expertise as a IT Specialist (CustSpt). You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment. Duty Location: Clark County, Nevada LCB Region, IMTO Office physically located at the Hoover Dam in Clark County, NV. Responsibilities - Diagnoses and resolves recurring problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. - Updates and maintains problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need. - Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. - Assists teams responsible for planning and delivering a full range of customer support services to the organization. - Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed Information Technology (IT) initiatives to services. - Presents formal and informal training, guidance, and assistance to customers. - Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. - Participates in internal staff meetings, sharing information obtained through research of tracking/ticketing systems, presenting alternatives and recommendations for improving customer service delivery, and assisting higher graded specialists in preparing for such meetings or data calls. - Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security. Requirements Conditions of Employment You must be a U.S. Citizen or U.S. National. You must be suitable for federal employment, determined by a background investigation. You must submit a performance appraisal if you are a current or former federal employee. You must submit a resume and supporting documentation (see Required Documents). You must submit eligibility documents for veterans consideration (see Required Documents). You must meet any minimum education and/or experience requirements (see Qualifications). You must submit transcript(s) to verify education requirements (see Qualifications/Education). You must maintain a valid State Driver's License at all times as the position requires operation of government vehicles on government and public roads. Failure to maintain a valid State Driver's License at all times will result in removal from the position. Who May Apply: Bureau of Reclamation Employees (Competitive) Bureau of Reclamation Employees (Non-Competitive) Career Transition Assistance Plan (CTAP) Qualifications In order to be rated as qualified for this position, the HR Office must be able to determine that you meet the education and/or specialized experience requirement - this information must be clearly supported in the resume. GS-7: In order to qualify for the GS-7 grade level, your resume must reflect one year of full-time work specialized work experience equivalent in difficulty and complexity to at least the GS-05 grade level in Federal service OR, one full year of graduate level education, OR meet Superior Academic Achievement (SAA). For more information on SAA, for more information, visit OPM. GS-7 Specialized Experience is defined as: Information Technology (IT) related experience in customer support identify and resolve IT issues and problems. Troubleshooting IT hardware and software issues, computer setups and installs, interacting with customers to resolve issues [via phone, email, Instance Message (e.g. MS Teams or other)], and follow outlined procedures for solving common IT related issues. In additional to meeting the minimum qualifications above. Applicants must also meet the below requirements. For all positions 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. Note: Undergraduate or Graduate Education: Degree 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. Be sure that your resume clearly supports your responses to the online assessment questions by addressing experience, education and/or training relevant to this position. Applicants must make a fair and accurate assessment of their qualifications. If a determination is made that you have rated yourself higher than is apparent in your description of experience, competencies, skills, and/or education/training, you will be rated ineligible. You must be clear when describing your experience, human resources may not make assumptions in determining qualifications. If your resume does not clearly reflect all of the above experience, your application will be marked as ineligible. 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. Time-In-Grade: Current career or career-conditional employees of the Federal government, or former career or career-conditional employees, who have a break in service of less than one year, are required to meet the time-in-grade restriction of one year of Federal experience at the next lower-grade, with few exceptions outlined in 5 CFR 300.603(b). You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 12/24/2024. Education This vacancy announcement allows substituting education for experience at the GS-07 grade level. You must submit a copy of college transcript(s) (unofficial copy is acceptable) to support claimed education if substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred. A typed list of courses, grades, semester/quarter hours, GPA, etc. will not be accepted. Non-submission may result in being rated not-qualified for the position. As applicable, if qualifying based on Education: You will be required to provide official college transcripts to verify educational qualifications, if selected. An official transcript must be sent directly from the University's Registrar's office and must be provided from the institution awarding the degree. Academic transcripts certified by notary publics are NOT official. Official transcripts must be submitted prior to reporting to work as a condition of employment. Failure to submit official transcripts may be grounds for dismissal or rescission of the job offer. Accreditation: Only education from an accredited college or university recognized by the Department of Education is acceptable to meet education requirements or to substitute for experience, if applicable. For additional info, refer to the Office of Personnel Management and U.S. Department of Education. Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs. For additional info, refer to the U.S. Network for Education Information. Additional Information Probationary Period: You may be required to serve an initial probationary period. Telework: Reclamation has determined that the duties of this position are suitable for telework and you may be allowed to telework with supervisory approval. Full time telework not available, if selected you will be required to report to the office at Hoover Dam on a regular basis. Full time telework or remote work is not available for this position. E-Verify: DOI uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including applicant rights and responsibilities, please visit https://www.e-verify.gov/ Background Investigation: This position is designated as a MODERATE RISK Public Trust position. It requires a fully completed and favorably adjudicated Public Trust Suitability Background Investigation (T2S or T2RS or equivalent) that is current (within the last 5 years). This is a condition of employment. Driver's License/History: Operation of a Government vehicle is required; therefore, you must possess a valid state driver's license. If selected for this position, a driving history records check is required. Promotion Potential: Full performance level is GS-9. Selective Service Registration: Male applicants born after December 31, 1959 must certify registration with the Selective Service System or that the applicant is exempt from having to do so under the Selective Service Law. Go to: https://www.sss.gov Bargaining Unit Status: This is a bargaining unit position represented by the American Federation of Government Employees (AFGE) Local #1978 Additional vacancies may be filled using this job announcement. 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. 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.