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: Sacramento, California Responsibilities Performs routine and recurring assignments in the delivery of customer support services, completing assignments independently or in support of higher graded specialists. Performs the following major duties associated with these assignments: -Diagnoses and resolves 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. Participates in the planning and delivery of a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and impacts of proposed 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. -Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. 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 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: 30% or More Disabled Veterans Bureau of Reclamation Employees (Competitive) Bureau of Reclamation Employees (Non-Competitive) Career Transition Assistance Plan (CTAP) Department of the Interior Employees (Competitive) Department of the Interior Employees (Non-Competitive) Federal Employees (Competitive Transfer) Federal Employees (Non-Competitive Transfer) Former Federal Employees (Competitive Reinstatement) Former Federal Employees (Non-Competitive Reinstatement) Individuals with Disabilities (Schedule A) Interagency Career Transition Assistance Plan (ICTAP) Land Management Workforce Flexibility Act (LMWFA) Military Spouses Miscellaneous Appointing Authorities Pathways Program - Conversion Eligible Peace Corps & AmeriCorps VISTA Volunteers Public Lands Corps (PLC) Hiring Authority Special Hiring Authorities Veterans Employment Opportunities Act (VEOA) Veterans Recruitment Authority (VRA) Qualifications To qualify for the IT Specialist (CusSpt), GS-2210-5/7/9, you must have: IT related experience in the following four competencies: 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 To qualify at the GS-5 grade level, you must have: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-04 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Assisting senior IT Specialist in troubleshooting and resolving computer issues in a customer service setting. -or- Education: B. Possess bachelor's degree in a related field. -or- Combination: Possess a combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-05 grade level (Must submit copy of transcripts). To qualify at the GS-7 grade level, you must have: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-05 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Assisting senior IT Specialist in troubleshooting and resolving computer issues. 2)applying basic IT principles and practices to provide software/hardware maintenance support. -or- Education: I have one full year of graduate level education in a related field. -or- Combination: A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-07 grade level (Must submit copy of transcripts). Superior Academic Achievement: Superior Academic Achievement is based on 1) class standing, 2) grade-point average, or 3) honor society membership. To qualify at the GS-9 grade level, you meet the following: Experience: One full year of qualifying experience equivalent in responsibility and scope to the GS-05 grade level (obtained in the private, state, or federal sector). Specialized experience includes: 1) Experience in application of information technology principles, concepts, and methods sufficient to diagnose, troubleshoot, and resolve problems in response to customer reported events; 2) install, configure, and test hardware and software components; 3) perform routine and recurring assignments to deliver customer support services for real-time mission critical systems independently. -or- Education: A master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. **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. This may be found in the undergraduate and graduate education. Must submit transcripts for both, if applicable. -or- Combination: A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level. If your resume is incomplete or does not support the responses you provided in your online questionnaire, or if you fail to submit all required documentation before the vacancy closes, you may be rated 'ineligible', 'not qualified', or your score may be adjusted accordingly. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. 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). Applicants eligible under the Land Management Workforce Flexibility Act (LMWFA) are not required to meet time-in-grade restrictions in order to be considered. You must meet all Eligibility and Qualification requirements, including time-in-grade restrictions and any selective placement factors if applicable, by 01/03/2025. Education This vacancy announcement allows substituting education for experience at the GS-05/07/09 grade levels. 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. 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 You may be required to serve an initial probationary period. Reclamation has determined that the duties of this position are suitable for telework and you may be allowed to telework with supervisory approval. If otherwise eligible and qualified, you may be offered a recruitment or relocation incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information visit: Recruitment Incentive or Relocation Incentive. If otherwise eligible and qualified, you may be offered a Student Loan Repayment Benefit (SLRB). The decision to offer an SLRB will be made on a case-by-case basis and is neither promised nor guaranteed. For information visit: SLRB Program. If otherwise eligible and qualified, you may request consideration for a Superior Qualifications Appointment. For information, visit: OPM Fact Sheet. Related non-Federal experience or related experience as retired members of the uniformed services may be credited towards computing entitlement to leave accrual, at managerial discretion, providing that experience meets certain criteria. This provision allows new employees to earn annual leave at a higher rate than would otherwise be allowed. (5 Code of Federal Regulations, 630). For additional information, please visit: Creditable Service for Annual Leave 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/ 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. 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.govThis is a bargaining unit position represented by a Union. 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.