Cybersecurity and Infrastructure Security Agency IT Specialist (Customer Support) in Arlington, Virginia
Who May Be Considered: Status Candidates Veterans Land Management Eligibles under the Land Management Workforce Flexibility Act. View common definitions of terms found in this announcement. This position is located in the Cybersecurity and Infrastructure Security Agency (CISA), Infrastructure Security Division, Chemical Security.
The Infrastructure Security Division focuses on protecting critical infrastructure from all hazards by managing risk and enhancing resilience through collaboration with the critical infrastructure community, which includes private sector owners, operators, and employees; State, local, tribal, and territorial officials; and other Federal agencies. The primary purpose of the position is to serve as the IT Specialist (Customer Support). Typical work assignments include: Applies quantitative and qualitative analytical and evaluative methods and techniques to troubleshoot systems. Troubleshoots chemical critical infrastructure networks. Works with system users to evaluate the proper analytic methods and information sources. Develops analytical tools utilizing Microsoft Office products (e.g. Excel and Access) Develops standard operating procedure products to standardize IT customer support functions. Develops written products to support the internal help desk and customer support functions. Evaluates system log information and its impacts on help desk troubleshooting and customer support.
Conditions of Employment
You must be a U.S. citizen to apply for this position. You must successfully pass a background investigation. This may include a credit check, a review of financial issues, as well as certain criminal offenses and illegal use or possession of drugs. Selective Service - males born after 12/31/59 must be registered or exempt from Selective Service see http://www.sss.gov/ You must be able to obtain and maintain a Secret security clearance. Current Federal employees must meet time-in-grade requirements. One-year probationary period may be required. You must submit to a drug test and receive a negative test result prior to appointment to this position. If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application. DHS uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities. Relocation expenses are not authorized. Other recruitment incentives may be authorized. This position has been designated excluded from bargaining unit representation under the national security provision of 5 USC Section 7112(B)(6). All employees are required to participate in Direct Deposit/Electronic Funds Transfer for salary payments. This position may be designated as essential personnel. Essential personnel must be able to serve during continuity of operation events without regard to declarations of liberal leave or government closures due to weather, protests, and acts of terrorism or lack of funding. Failure to report for or remain in this position may result in disciplinary or adverse action in accordance with applicable laws, rules, and regulations (5 U.S.C. § 7501-7533 and 5 CFR Part 752, as applicable).
GS-07: You qualify for the GS-07 grade level if you possess one of the following: A. Experience: One year of specialized experience, equivalent to the GS-05 grade level in the Federal service (obtain in either the public or private sector). Specialized experience includes applying IT system customer support principles, concepts, and methods. or B. Substitution of Education for Experience: You may substitute successful completion of one full year of graduate-level study with a 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. or C. Superior Academic Achievement: You may substitute superior academic achievement for the experience required at the GS-07 level. You must have completed the requirements for a Bachelor's degree from an accredited college or university with a grade point average of 3.0 or higher on a 4.0 scale, class standing in the upper third of a graduating class or major subdivision, or membership in a national scholastic honor society. The degree must be in the fields described in "B" above. GS-09: You qualify for the GS-09 grade level if you possess one of the following: A. Experience: One year of specialized experience, equivalent to the GS-07 grade level in the Federal service (obtain in either the public or private sector). Specialized experience includes performing diagnostics and troubleshooting of computers and software. B. Substitution of Education for Experience: You may substitute a Master's or equivalent graduate degree, or two full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate 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. In addition to the above requirement, you you must possess information technology related experience demonstrating each of the four required competencies: Attention to Detail: Performs analysis of systems and reviews processes for improvement or new proposed systems. Customer Service: Work with internal and/or external clients to ensure proper operation of IT systems. Oral Communication: Expresses information that can be technical in nature to leadership or staff to ensure proper IT operations Problem Solving: Identifies problems and determines appropriate system changes, upgrades or design to ensure proper function. NOTE: Your resume must support your responses to the online questionnaire, the qualification and time-in-grade requirements. Failure to do so will result in an ineligible rating. Time-in-Grade Requirements: Under competitive merit promotion procedures, any individual who is currently holding, or who has held within the previous 52 weeks, a General Schedule position under a non-temporary appointment in the competitive or excepted service, must meet "time-in-grade" requirements (have served 52 weeks at the next lower grade of the grade for which you are applying). NOTE: Current and former employees MUST submit a copy of their SF-50 Form which shows competitive service appointment ("position occupied" block 34 on the SF-50 should show a "1"), tenure group (block 24 should show a 1 or 2), grade, and salary. If you are applying for a higher grade, please provide the SF-50 Form which shows the length of time you have been in your current/highest grade (examples of appropriate SF50s include appointment, reassignment, with-in grade/range increases and promotion actions). Please note: Pay adjustments and awards do not include the length of time in your current position, therefore, they are NOT acceptable. If you have promotion potential in your current position, please provide proof. Employees applying with an interchange agreement must provide proof of their permanent appointment. You MUST meet all qualification requirements, including Time-in-Grade, by the closing date of this announcement. Qualification AND time-in-grade claims will be subject to verification. NOTE: 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.
All education must have been obtained from an accredited college or university. For additional information regarding the substitution of education for experience, click HERE.
Promotion Potential: The full performance level of this position is GS-11. This is a non-supervisory position. Pursuant to Executive Order 12654 and DHS policy, DHS is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at DHS Headquarters are subject to drug testing resulting in a negative test result. Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.