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Duties
This is a term position (more than 1 year) with an initial appointment expecting to last at least 13 months but may be extended up to a total of four years, based on any changes to regulations governing the number of years term appointments may last, without further competition. Term positions do not convey permanent status in the Federal service. The National Park Service retains the right to extend the duration of this appointment after selection and/or appointment, based on changes to the regulation governing the number of years term appointments may last. This change, which may be made at the agency's sole discretion and without further competition, shall not be construed or interpreted as the granting of a right to a selectee or employee to such an extension. No extension to a term appointment shall be granted to a selectee/employee to an amount of time that exceeds the maximum number of years authorized under any present or current regulation, unless such regulation expressly allows such action.
(TERM up to 4 years) National Capital Parks East (NACE), Washington, DC (Salary $68,405 to $88,926)
(TERM up to 4 years) Great Smoky Mountains National Park (GRSM), Gatlinburg, TN (Salary $63,736 to $88,926)
(TERM up to 3 years) Mojave National Preserve Park (MOJA), Barstow, CA (Salary $66,134 to $88,926)
(TERM up to 2 years) Fredericksburg/Spotsylvania NMP (FRSP), Stafford, VA (Salary $68,405 to $88,926)
Duties Include But Not Limited To:

• 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.
• 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.
• 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.
• Ensures application of information security/information assurance policies, principles,and practices in the delivery of customer support services.

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RequirementsConditions of Employment

• U.S. Citizenship required.
• Appointment subject to background investigation and favorable adjudication.
• Meet Selective Service Registration Act requirement for males.
• Selectee will be required to participate in the Direct Deposit Electronics Funds Transfer Program.
• (MOJA, GRSM, FRSP) You will be required to operate a government (or private) motor vehicle as part of your official duties; a valid driver's license is required. You will be required to submit a Motor Vehicle Operator's License and Driving Record. You must also submit (within a State sealed envelope or submitted directly by the State authorities), and at your own expense, all certified driving records from all States that disclose all valid driver's licenses, whether current or past, possessed by you.
• (MOJA) You will be required to wear a uniform and comply with the National Park Service uniform standards. A uniform allowance will be provided.
• You may be required to work on-call, evenings, weekends, holidays, overtime and shift work.
• If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.
• You will be required to complete a one-year trial period.
• (NACE) You may be required to travel overnight away from home up to 2 nights per month. You must obtain a government charge card for travel purposes.
• (MOJA) - Permanent Change in Station (PCS) is Authorized for this location only.
• (MOJA, GRSM) You may be required to travel overnight away from home up to 1 nights per month. You must obtain a government charge card for travel purposes.
• You may be required to complete training and obtain/maintain a government charge card with travel and/or purchase authority.
• Applicants must be at least (1)18 years old or (2) at least 16 years old and: (a) Have graduated from high school or been awarded a certificate equivalent to graduating from high school; or (b) Have completed a formal vocational training program; or (c) Have received a statement from school authorities agreeing with their preference for employment rather than continuing their education; or (d) Be currently enrolled in a secondary school and either work only during school vacation periods or work part-time during the school year under a formal student employment program.

QualificationsAll qualifications must be met by the closing date of this announcement-06/18/2024-unless otherwise stated in this vacancy announcement. Credit will be given for all appropriate qualifying experience. To receive credit for experience, your resume MUST clearly indicate the nature of the duties and responsibilities for each position, starting and ending dates of employment (month/year), and the resume must reflect full and/or part-time or total number of hours worked (i.e., work 40 hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience.
To Qualify For This Position At The GS-09 Grade Level, You Must Possess All Of The Following Minimum Qualifications By Close Of The Announcement:
EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-07 grade level in the Federal service (obtained in either the public or private sectors). 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: independently performing IT Service Desk activities, IT customer service, first call resolution for tier one diagnosis and resolves recurring problems, determining hardware, software, and telecommunications equipment. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security. Provides formal and informal IT training to customers. Participates in the planning and delivery of IT services and evaluates effectiveness of customer support services. You must include hours worked per week. - AND - possess IT related experience demonstrating each of the 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 You must include hours per week worked.

• OR- EDUCATION: Successful completion of 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. Creditable degrees/Graduate education must be 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. One year of graduate education is 18 semester hours or 27 quarter hours. (You MUST submit a copy of your transcripts indicating degree earned and credit hours in order to qualify based on education). You must include transcripts.

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.
Education
To qualify based on education, you must submit a legible copy of transcripts from an accredited institution with your name, school name, credit hours, course level, major(s), and grade-point average or class ranking. Transcripts do not need to be official, but if you are selected for this position and you used your education to qualify, you must provide official transcripts before you begin work.
If you are using education completed in foreign colleges or universities to meet qualification requirements, you must show that your education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.
Additional information
A selectee receiving a first appointment to the Federal Government (Civil Service) is entitled only to the lowest step of the grade for which selected. The display of a salary range on this vacancy shall not be construed as granting an entitlement to a higher rate of pay.
This announcement may be used to fill additional positions if identical vacancies occur within 90 days of the issue date of the referral certificate.
(MOJA, FRSP, and NACE) The National Park Service has determined that the duties of this position are suitable for telework and the selectee may be allowed to telework with supervisor approval.
CONTINUED From Requirements:(NACE, GRSM) You may be required to operate a government (or private) motor vehicle as part of your official duties. Prior to your first official motor vehicle operation, and again every year thereafter (or more frequently if management determines such need exists), you will be required to sign an affidavit certifying to your possession of a valid State issued driver's license that is current and has not been revoked, suspended, canceled, or otherwise disqualified in any way to prohibit your operation of a motor vehicle. You will also submit a photocopy of your valid State issued driver's license prior to your first official motor vehicle operation, and again every year, or more frequently if management determines such need exists. Lastly, you may be required to submit (within a State sealed envelope or submitted directly by the State authorities), and at your own expense, all certified driving records from all States that discloses all valid driver's licenses, whether current or past, possessed by you. Please indicate in your application whether you possess a valid State driver's license.
PHYSICAL DEMANDS: The work is primarily sedentary; however, some work may require walking and standing in conjunction with customer site visits, travel, and attendance at meetings and conferences away from the work site. The work may also involve carrying light item, such as papers, books, or small parts; lifting, with assistance, various pieces of IT equipment such as computers, components, and printers; or driving a motor vehicle. The work does not require special physical effort.
WORK ENVIRONMENT: Work is typically performed in an office setting where typical risks and discomforts that require normal safety precautions occur; however, some work may occur in research facilities or industrial and/or maintenance areas that may require the use of hardhats, hearing protection, or other protective equipment.
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How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the additional assessments required for this position. A review of your resume and supporting documentation will be made and compared against your responses to the Assessment Questionnaire to determine if you are qualified for this job. If your resume is incomplete or does not support the responses provided in the Assessment Questionnaire, or if you fail to submit all required documentation, you will be rated 'ineligible', 'not qualified', or your score will be adjusted accordingly. If a determination is made that you have inflated your qualifications or experience, you can lose consideration for this position. Please follow all instructions carefully; errors or omissions can affect your rating.
Candidates Will Be Rated And Ranked Using Category Rating Procedures. These Procedures Place Candidates With Veteran's Preference Above Non-preference Eligibles Within Each Category. Veterans With a Service Connected Disability Of At Least 10 Percent Are Listed In The Highest Quality Category, Except When The Position Being Filled Is Scientific Or Professional At The GS-09 Grade Level Or Higher. Under Category Rating, Candidates Will Be Rated And Ranked Into One Of Three Categories:

• Best Qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors and are highly proficient in all requirements of the job and can perform effectively in the position
• Well Qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors and are proficient in most of the requirements of the job
• Qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors and are proficient in some, but not all of the requirements of the job.

You will be evaluated on the following competencies:

• Attention to Detail
• Customer Service
• Oral Communication
• Problem Solving
• Technology Application