- Position Title
- IT Specialist (Customer Support)
- Agency
- Office of the Assistant Secretary for Administration and Management
- Announcement Number
- MS-25-CHI-OCIO-12577029-KMT Opens in new window
- Open Period
- Thursday, November 21, 2024 to Monday, December 2, 2024
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Do you claim Veterans’ Preference?
PLEASE READ THE FOLLOWING ELIGIBILITY QUESTIONS CAREFULLY. Your answers will be used to determine your eligibility to apply to this job opportunity announcement. You will be considered under the eligibility option(s) to which you answer YES. Select YES to all eligibility options for which you want to be considered. If you respond NO to meeting the criteria for all the eligibilities or fail to provide a response to all of these questions, you will not be considered for the position(s) under this announcement.
NOTE: You must submit the required supporting documentation to receive consideration for EACH selected eligibility. Failure to provide the required documents will result in an ineligible rating and your application will be excluded from consideration.
NOTE: You must submit the required supporting documentation to receive consideration for EACH selected eligibility. Failure to provide the required documents will result in an ineligible rating and your application will be excluded from consideration.
2.
Are you a current or former DOL employee who meets the definition of a "surplus" or "displaced" employee, in which you received official notice that your job is no longer needed or that you will lose your job by Reduction-in-Force (RIF)? If yes, confirm:
• You are located in the same local commuting area as the vacancy; AND,
• You are applying to a position that is at or below the grade level of the position from which you will be separated; AND,
• You are applying to a position that does not have greater promotion potential than the position from which you will be separated; AND,
• Your last performance rating of record is at least fully successful or the equivalent
Note: To verify your eligibility, you must submit copies of the appropriate documentation, such as a reduction in force (RIF) separation notice, a SF50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. You must also submit documentation to reflect your current (or last) performance rating of record.
• You are located in the same local commuting area as the vacancy; AND,
• You are applying to a position that is at or below the grade level of the position from which you will be separated; AND,
• You are applying to a position that does not have greater promotion potential than the position from which you will be separated; AND,
• Your last performance rating of record is at least fully successful or the equivalent
Note: To verify your eligibility, you must submit copies of the appropriate documentation, such as a reduction in force (RIF) separation notice, a SF50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. You must also submit documentation to reflect your current (or last) performance rating of record.
3.
Are you the spouse of a member of the Armed Forces on active duty?
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member - documentation verifying marriage (i.e., marriage license or other legal documentation verifying marriage).
• A copy of PCS orders showing active duty or statement of active-duty service from the Armed Forces.
- OR -
Are you the spouse of a member of the Armed Forces who retired with a disability rating of 100 percent at the time of retirement or the spouse of a member of the Armed Forces who retired or separated from the Armed Forces and has a disability rating of 100 percent from the Department of Veterans Affairs?
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member.
• The spouse's DD-214 showing the Character of Service as General or Honorable.
• A letter from the Veterans Administration (VA) that shows a rating of 100% disabled.
- OR -
Are you the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status?
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member.
• The spouse's DD-214 showing the Character of Service as General or Honorable.
• DD-1300 Report of Casualty documentation.
• Statement from the widow or widower certifying they have not remarried.
For more information, click here to review USAJOBS Military Spouses resources.
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member - documentation verifying marriage (i.e., marriage license or other legal documentation verifying marriage).
• A copy of PCS orders showing active duty or statement of active-duty service from the Armed Forces.
- OR -
Are you the spouse of a member of the Armed Forces who retired with a disability rating of 100 percent at the time of retirement or the spouse of a member of the Armed Forces who retired or separated from the Armed Forces and has a disability rating of 100 percent from the Department of Veterans Affairs?
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member.
• The spouse's DD-214 showing the Character of Service as General or Honorable.
• A letter from the Veterans Administration (VA) that shows a rating of 100% disabled.
- OR -
Are you the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status?
Note: To verify eligibility, you must provide the following documentation:
• Proof of marriage to the service member.
• The spouse's DD-214 showing the Character of Service as General or Honorable.
• DD-1300 Report of Casualty documentation.
• Statement from the widow or widower certifying they have not remarried.
For more information, click here to review USAJOBS Military Spouses resources.
4.
Are you a current Federal employee who currently holds a career or career conditional appointment AND you have NOT held or currently hold a position on a permanent basis in the competitive service with the same or higher promotion potential of the position being advertised?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
5.
Are you a current Federal employee who currently holds a career or career conditional appointment AND you have held or currently hold a position on a permanent basis in the competitive service with the same or higher promotion potential of the position being advertised?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
6.
Are you a current or former federal employee displaced from a position in a Federal agency other than DOL who meets the definition of a "surplus" or "displaced" employee, in which you received official notice that your job is no longer needed or that you will lose your job by Reduction-in-Force (RIF)? If yes, confirm:
• you are located in the same local commuting area as the vacancy; AND,
• you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
• you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
• your last performance rating of record is at least fully successful or the equivalent?
Note: To verify your eligibility, you must submit copies of the appropriate documentation, such as a reduction in force (RIF) separation notice, a SF50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. You must also submit documentation to reflect your current (or last) performance rating of record.
• you are located in the same local commuting area as the vacancy; AND,
• you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
• you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
• your last performance rating of record is at least fully successful or the equivalent?
Note: To verify your eligibility, you must submit copies of the appropriate documentation, such as a reduction in force (RIF) separation notice, a SF50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. You must also submit documentation to reflect your current (or last) performance rating of record.
7.
Are you a current (or former) employee of one or more of the following Land Management Agencies (Forest Service, Bureau of Land Management, National Park Service, Fish and Wildlife Service, Bureau of Indian Affairs, Bureau of Reclamation) and meet all of the following:
(a) worked for the agency/agencies on a time-limited (temporary or term) basis;
(b) held those jobs totaling more than 24 total months;
(c) did not have more than a 2-year break between those jobs; AND
(d) had performance ratings at or above the "acceptable" level during your employment?
Note: To verify your eligibility, applicants must submit ALL Appointment and Resignation/Termination SF-50 personnel actions, along with copies of performance ratings that cover each of those service periods. Service must be in the competitive service and have been at a successful level of performance or better. Part-time and intermittent service will be credited only for time actually worked. Non-pay status (such as LWOP) is credited for up to six months in a calendar year; anything beyond six months is not credited. Applicants are responsible for providing sufficient information/documentation to determine if the 24 month criteria is met.
(a) worked for the agency/agencies on a time-limited (temporary or term) basis;
(b) held those jobs totaling more than 24 total months;
(c) did not have more than a 2-year break between those jobs; AND
(d) had performance ratings at or above the "acceptable" level during your employment?
Note: To verify your eligibility, applicants must submit ALL Appointment and Resignation/Termination SF-50 personnel actions, along with copies of performance ratings that cover each of those service periods. Service must be in the competitive service and have been at a successful level of performance or better. Part-time and intermittent service will be credited only for time actually worked. Non-pay status (such as LWOP) is credited for up to six months in a calendar year; anything beyond six months is not credited. Applicants are responsible for providing sufficient information/documentation to determine if the 24 month criteria is met.
8.
Are you a current Excepted Service employee of a Federal Agency that has a valid interchange agreement with the Office of Personnel Management?
-OR-
Are you a current:
• Postal Career Service Employee;
• Postal Rate Commission Employee;
• Government Accountability Office (GAO) Employee; OR
• Administrative Office of the U.S. Courts Employee?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your eligibility under the OPM Interchange Agreement and Other Miscellaneous Authorities.
For more information, click here to review Miscellaneous Authorities Not Regulated By U.S. Office of Personnel Management.
-OR-
Are you a current:
• Postal Career Service Employee;
• Postal Rate Commission Employee;
• Government Accountability Office (GAO) Employee; OR
• Administrative Office of the U.S. Courts Employee?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your eligibility under the OPM Interchange Agreement and Other Miscellaneous Authorities.
For more information, click here to review Miscellaneous Authorities Not Regulated By U.S. Office of Personnel Management.
9.
Were you formerly employed as a Federal civilian employee on a permanent competitive appointment, or did you obtain career-conditional status and are within 3 years of the date of separation, but have NOT held a position with a promotion potential of the position being advertised?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
10.
Were you formerly employed as a Federal civilian employee on a permanent competitive appointment, or did you obtain career-conditional status and are within 3 years of the date of separation, and the position was the same or higher promotion potential of the position being advertised?
OR
Were you formerly a federal civilian employee on a permanent appointment in the competitive service, and the position you were in was lower than the promotion potential of the position for which you are applying, and you had a break in service of one year or longer, and your most recent performance appraisal was at least fully successful or equivalent?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
OR
Were you formerly a federal civilian employee on a permanent appointment in the competitive service, and the position you were in was lower than the promotion potential of the position for which you are applying, and you had a break in service of one year or longer, and your most recent performance appraisal was at least fully successful or equivalent?
Note: To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 or equivalent personnel action form reflecting your permanent, competitive status.
Your SF-50 must reflect:
• Tenure: Career or career-conditional (1-Permanent or 2-Conditional) - refer to Tenure Box #24 on the SF-50
• Position Occupied: Competitive service (1) - refer to Position Occupied Box #34 on the SF-50
For more information, click here to review USAJOBS resources for Federal Employees.
11.
Are you:
• a veteran whose latest discharge was under honorable conditions AND you served three or more years of continuous active duty service in the military (Note: if released shortly before completing a 3-year tour, you are considered to meet the eligibility); OR,
• eligible for veterans' preference?
Note: To verify your eligibility, you must provide supporting documentation with your application. If you are currently on active duty you may be considered under the two provisions above provided you submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted.
For more information, click here to review USAJOBS resources for Veterans.
• a veteran whose latest discharge was under honorable conditions AND you served three or more years of continuous active duty service in the military (Note: if released shortly before completing a 3-year tour, you are considered to meet the eligibility); OR,
• eligible for veterans' preference?
Note: To verify your eligibility, you must provide supporting documentation with your application. If you are currently on active duty you may be considered under the two provisions above provided you submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted.
For more information, click here to review USAJOBS resources for Veterans.
Preferences
1.
I understand that the responses I selected in this questionnaire must be fully supported by detailed descriptions of my work experiences in my resume. In the event that my responses are not supported by my resume, the human resources office will amend my responses to more accurately reflect the level of competency demonstrated in my resume.
2.
I understand submission of supporting documentation, e.g., transcripts, DD-214, SF-50, most recent performance appraisal dated within 18 months (or a reason explaining why one cannot be provided) may be required for this position. I also understand that my application will not be considered if the required supporting documentation is not submitted or is not submitted in accordance with the time frames indicated in the announcement.
3.
Where did you first learn about this Department of Labor (DOL) job opportunity?
4.
Please provide the name of the institution/college/university or organization/program/network where you first heard about this Department of Labor (DOL) job opportunity. If you learned about this DOL job opportunity through a DOL Sponsored Career Fair, please provide the name of the career fair. If not applicable, please enter N/A.
(limit 250 characters)
Core Questions
1.
Are you a current Federal employee?
2.
If you are, or ever were, a Federal civilian employee, please indicate pay plan of the highest graded position you held.
3.
If you selected "Other", please enter the Pay Plan. If not applicable, please enter N/A.
(limit 100 characters)
4.
If you are, or ever were, a Federal civilian employee, please indicate the highest-grade level you held.
5.
If you are, or ever were, a Federal civilian employee, please indicate the dates of the highest title, series, graded position you held (MM-YYYY to MM-YYYY or Present, or if not applicable, please enter N/A.).
Note: Time-In-Grade restrictions apply in relation to advancement to General Schedule positions of employees in the competitive service. (limit 150 characters)
Note: Time-In-Grade restrictions apply in relation to advancement to General Schedule positions of employees in the competitive service. (limit 150 characters)
6.
If you are, or were, a Federal employee who held a permanent position in the competitive service, what is the highest full performance level* of that position?
*Full Performance Level: The highest grade level in an employment career ladder. For example, if the position is a Secretary, grade GS-5 with a target grade or promotion potential to GS-7, the GS-7 grade level is the full performance grade level of the position. It is the highest grade in the Secretary position's employment career ladder (i.e., GS-5, GS-6, GS-7).
*Full Performance Level: The highest grade level in an employment career ladder. For example, if the position is a Secretary, grade GS-5 with a target grade or promotion potential to GS-7, the GS-7 grade level is the full performance grade level of the position. It is the highest grade in the Secretary position's employment career ladder (i.e., GS-5, GS-6, GS-7).
7.
Does the Department of Labor employ any member of your family?
8.
If yes to previous question, please provide the name, relationship, organization in which employed, and location if known. If not applicable, please enter N/A.
(limit 250 characters)
9.
Are you a retiree receiving a Federal annuity, either military or civilian?
Note: If you are an annuitant, your salary or annuity may be reduced upon employment.
Note: If you are an annuitant, your salary or annuity may be reduced upon employment.
10.
Have you accepted a buyout from a Federal agency within the past 5 years?
11.
For DOL employees only, what is your bargaining unit status?
12.
Are you currently serving or have you served in a Political Appointment in the Federal Government?
13.
Please indicate your most recent performance appraisal rating from your most recent performance appraisal (within 18 months).
Assessment 1
Thank you for your interest in a position with Department of Labor. Your resume and the responses you provide to this assessment questionnaire will be used to determine if you are among the best qualified for this position. Your responses are subject to verification. Please review your responses for accuracy before you submit your application.
1.
You must meet the basic qualification requirements for an Information Technology Management, GS-2210 position. Select the option that best describes your experience background.
2.
To meet the additional qualification requirements for Information Technology Management, GS-13, select the option that best describes your experience background. Note: In addition to meeting the basic entry qualifications requirements, applicants must have specialized experience.
3.
Select the response that best describes your experience using an IT Service Management (ITSM) system to track and manage IT support requests.
4.
Select the response that best describes your experience in developing and testing business continuity and disaster recovery plans for ensuring operational integrity and uninterrupted functioning of IT Services.
5.
Select the response that best describes your experience with respect to participating in project-oriented, inter-organizational groups.
6.
Select the response(s) that describe the areas where you have at least three years of experience in the planning and coordinating the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems. (Check all that apply).
7.
Select the response that best describes your experience with troubleshooting both basic and complex hardware and software issues, particularly in an enterprise environment.
8.
Select the response that best describes your experience with evaluating facts, drawing conclusions, identifying needs, and recommending solutions to IT problems and issues.
9.
Select the response(s) that best describes the groups you have provided IT technical assistance to (Check all that apply).
10.
Select the response that best describes your experience with supporting continuous improvement in the IT service desk, meeting emerging customer needs, and drive excellence in service delivery.
11.
Select the response that best describes your experience with identifying problems, making decisions and providing solutions.
12.
Select the response(s) that describe your experience in conducting briefings with management, making presentations and/or conducting training sessions. (Check all that apply).
13.
Select the response(s) that indicate the customers that you communicate with on a regular basis, providing information or support. (Check all that apply).
14.
Select the response that best describes your experience with writing technical documentation and technician and customer focused user guides and knowledge base documents.
15.
Select the response(s) that describes your experience in reflecting your experience in the area of customer service. (Check all that apply).
16.
Select the response(s) that describe your involvement with the planning, design, and implementation of new and improved information systems to meet the business requirements of customer organizations. (Check all that apply).
17.
Select the response(s) that describes your experience with providing support and system analysis activities. (Check all that apply).
18.
Select the response that best describes your experience with service level agreements (SLAs).
19.
Select the response that best describes your experience maintaining an up-to-date inventory of hardware and software resources and overseeing the lifecycle management of IT equipment.
20.
Select the response that best describes your experience with ensuring that IT service tickets are accurately logged, categorized, and resolved according to established procedures.
21.
Select the response that best describes your experience with managing multiple IT projects or tasks simultaneously.
22.
Select the response that best describes your experience in managing access control systems and ensuring that user and computer permissions adhere strictly to security protocols.
23.
I certify that, to the best of my knowledge and belief, all of the information included in this questionnaire is true, correct, and provided in good faith. I understand that if I make an intentional false statement, or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be cancelled, I may be denied an appointment, or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand that any information I give may be investigated. I understand that responding "No" to this item will result in my not being considered for this position.