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All qualifications must be met by the closing date of this announcement-06/02/2021-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. For current Federal employees, if hours worked per week are not included on your resume, you must submit a non-award SF-50 as part of your application to be used to validate your work schedule and determine the amount of specialized experience that you will be granted. An award SF-50 will not be acceptable documentation for which to consider your amount of qualifying experience. For all other applicants who are not current federal employees, your resume must state either “full-time” (or “40 hours a week”) or “part-time” with the number of hours worked per week to ensure proper crediting of specialized experience. For periods of time that reflect military service, the DD-214 or Statement of Service is sufficient to meet the full and/or part-time hours requirement as the service dates will be reflected. To qualify for this position, you must have IT-related experience in the following four competencies. Be sure to describe your background/experience that demonstrates possession of these four competencies in your application/resume. Attention to Detail – Please describe your experience showing you are able to review moderately complex data from multiple sources and determine relevant information to a given situation; and drafting, editing, and disseminating written reports and status updates that are factual, timely and relatively error free. Customer Service – Please describe your experience that demonstrates your ability to maintain relationships with customers with diverse needs; provide moderately technical or complex information about products and services; assess customers’ needs and identifying products and/or services to meet their needs; resolve fairly complex or non-routine problems, questions, or complaints; direct the most complex problems, questions or complaints to the appropriate person. Oral Communication – Please describe your experience that demonstrates your skill in communicating or explaining moderately complex ideas or information clearly in which thoughts are well organized; listening to others and recognizing potential miscommunications. Problem Solving – Please describe your experience that demonstrates your ability to use logic to identify alternatives to solve moderately difficult problems; identify and solve problems by gathering and applying information from a variety of materials or sources that provide several alternatives. For the GS-11 grade level: In addition to possessing the IT competencies listed above, you must possess at least one of the following minimum qualifications by close of the announcement: Experience: At least one year of specialized experience equivalent to at least the GS-09 level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. Examples of specialized experience include identifying and resolving difficult customer service requests; preparing and updating manuals, instructions, and operating procedures; supporting systems that involve a wide variety of different platforms, operating systems, applications, and desktop configurations; and managing a problem resolution database (reviewing, validating, and standardizing problem resolutions for inclusion in the database). OR EDUCATION: Successful completion of Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or a 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. IMPORTANT – PLEASE NOTE: If you are using education to qualify you must document your course work and/or degree completed in your resume or other application materials you submit. You must submit a copy of your transcripts or a complete list of college courses taken that identifies for each course the college or university, semester or quarter hours earned, grade received, and date completed. If you are qualifying based on education and you do not submit specific course work information as described previously, your application will be rated not qualified for consideration For the GS-12 grade level: In addition to possessing the IT competencies listed above, you must possess at least one of the following minimum qualifications by close of the announcement: Experience: At least one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. For this position, specialized experience is experience managing communication systems, multiple local area networks (LANs), and wide area network (WAN). Volunteer Experience: 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.
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