Recent Graduate-IT Specialist (Customer Support)

Company Name:
Department Of Labor
Eligible recent graduates from qualifying educational institutions. Refer to "Qualifications and Evaluations" section for more information. Permanent Full Time This is an appointment under the DOL Recent Graduates program. The program duration is one year. Upon successful completion of the program and at the agency's discretion, the appointee may be converted to a term or permanent position in the competitive service.
Appointee must sign a DOL Pathways Recent Graduate Program Participant Agreement.
The entire duration of the Recent Graduate Appointment constitutes a trial period.
Appointee must be a U.S. citizen in order to be eligible for conversion to a permanent position in the competitive service upon completion of the program.
DOL seeks to attract and retain a high performing and diverse workforce in which employees' differences are respected and valued to better meet the varying needs of the diverse customers we serve. DOL fosters a diverse and inclusive work environment that promotes collaboration, flexibility and fairness so that all individuals are able to participate and contribute to their full potential. This position is located in the Department of Labor. Also This position is located in the Mine Safety and Health Administration (MSHA), Program Evaluation and Information Resources (PEIR), Information Technology Center, in Lakewood, Colorado.This position has promotion potential to GS-12. Promotion Potential: There is no obligation to provide future promotions to you if you are selected. Future promotions are dependent on your ability to perform the duties at a higher level, the continuing need for an employee assigned to the higher level, and supervisory approval. This position is inside the bargaining unit. Relocation costs will not be paid. U.S. Citizenship. Must be at least 16 years of age. Appointment to this position may require a background investigation. Requires a probationary period if the requirement has not been met. Subject to some travel. Install, configure, and manage commercial software and databases as well as custom MSHA developed software. Responds to customer calls, troubleshoot computer problems and recommend solutions to user problems. Documents customer calls by using web based software which is used for identifying trends that are reported to management. Configures desktop and laptop computers with the approved MSHA core load using imaging software, and ensures all mandated security controls are applied. Conducts research into various software and hardware products and makes recommendations concerning the appropriateness for the MSHA IT environment. College Transcript and Evaluation of Foreign Education - Transcripts (in English) must be submitted if (a) degree is required for the position, and/or (b) education is used as the basis for qualifying for this position. The Department of Labor does not recognize academic degrees from schools that are not accredited by an accrediting institution recognized by the Department of Education. Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service. If courses were taken at both the undergraduate and graduate levels, or from several different colleges or universities, you must submit all the necessary transcripts. If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum course work requirements for this position. Click Evaluation of Foreign Education for more information. Applicants must meet all legal and regulatory requirements. Reference the "Required Documents" section for additional requirements. Applicants meeting the eligibility and minimum qualification requirements will be evaluated against the competencies described below and will be placed into one of the following quality categories, based on responses to the vacancy questionnaire:
(examples below)
Category A - Meets the basic qualification requirements for the vacancy and has successful experience in the same or similar job that has demonstrated superior proficiency in applying the critical competencies required by this position to work of increased levels of difficulty and complexity.
Category B - Meets the basic qualification requirements for the vacancy and demonstrates satisfactory proficiency in the critical competencies by this position.
Category C - Meets the specialized experience described in the minimum qualifications requirements section of this announcement and demonstrates proficiency in the basic competencies.
Evaluation Factors (Competencies) - All qualified applicants will be evaluated on the following key competencies:
Attention to Detail: Is thorough when performing work and conscientious about attention 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.
Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Flexibility: Open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles. Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity.
Knowledge of computer network, desktop, and mainframe operating systems and their applications.
The information you provide may be verified by a review of your work experience and/or education, by checking references and through other means (ex. interview). Your resume MUST provide sufficient information to substantiate your responses to the vacancy questions. If not, the HRO may amend your responses to more accurately reflect the level of competency indicated by the content of your resume. Your evaluation may also include a review by a Human Resources Specialist or panel and may include other assessments (ex. interview, panel review, written test, writing sample, etc.)
Referrals will be made in accordance with applicable reemployment priority and/or veterans preference requirements. Click Application of Veterans Preference for Category Rating Jobs for more information.
To preview questions please click here. Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-09 in the Federal Service.
FOR GS-11: Ph.D. or equivalent doctoral degree; OR Three (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 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 B. SPECIALIZED EXPERIENCE: 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:
Expert knowledge in the troubleshooting of unusual computer problems.
Expert knowledge in the resolving problems with common Microsoft Windows operating systems and off-the-shelf software.
Expert experience handling calls from both internal and external users.
Knowledge of ticketing systems used to track user calls for assistance.
Knowledge and experience in applying IT security principles, methods and guidelines.
Knowledge in using imaging software to configure desktop and laptop computers with a standard core load.
OR C. Equivalent combinations of education and experience are qualifying for which both education and experience are acceptable.
Follow the 5 steps below to apply. Your application and ALL required supplemental documents must be received by 11:59 pm Eastern Time (ET) on the vacancy closing date to be considered. Paper applications and supplemental documents submitted in any other manner without prior approval from the vacancy contact will not be considered.
For more details, click How To Apply Detailed Instructions Document . For help, refer to the Vacancy Contact in the "Questions about this job" section. SAVE your information before the 30 MINUTE TIMEOUT!
_STEP 1 - Create USAJOBS Account, including Resume and Saved Documents_
Your resume must provide sufficient information to substantiate your responses in the self-assessment vacancy questions. If not, the HRO may amend your responses to more accurately reflect the competency indicated by resume content.
_STEP 2 - Answer Vacancy Questions (DOORS)_
Click the _Apply Online_ button, which is available when you search for a job on , click on the title and proceed.
_STEP 3 - Submit Supplemental Documents_
Submit the required documents (only if applicable to you) specified in the "Required Documents" section of this vacancy by the close date. For details: click How to Submit Supplemental Documentation Document. Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission.
_STEP 4 - Review Application and click Finish_ Click here to submit an updated resume after initial application. _STEP 5 - Edit Application as needed by 11:59 pm ET of Close Date_ The following documents must be submitted by 11:59 pm (ET) on the vacancy closing date. Follow the instructions: click How To Submit Supplemental Documentation Document. Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission. Also, do not upload password protected documents.
The following documents are required from ALL applicants:
Proof of Eligibility: Academic transcript or other official documentation from the qualifying educational institution showing that you meet the eligibility requirements for a Recent Graduate appointment, as described in the "Qualifications and Evaluations" section of this announcement. If you are claiming extended eligibility due to military service performed during the two-year period following graduation, you must submit a copy of your DD-214 showing the dates of such service. (For active duty service members expecting to be honorably discharged or released within 120 days, click Active Duty)
Proof of Qualifications: Academic transcripts sufficient to demonstrate that you meet the minimum qualification requirements for this position, as described in this announcement, where you are seeking to qualify, at least in part, on the basis of your education. See "Qualifications and Evaluations."
The following documents are required if applicable:
Veterans Preference Documents(if applicable): To be considered as a 5-point preference eligible, you must submit a copy of your Certificate of Release or Discharge From Active Duty, DD214. Your DD-214 must show the type of discharge and dates of active duty. To claim 10-point preference, you must submit a copy of your DD214; an Application for 10-point Veteran's Preference, SF15; and the proof of entitlement of this preference which is normally an official statement, dated 1991 or later, from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. (For active duty service members expecting to be honorably discharged or released within 120 days, click Active Duty) Without this documentation, you will not receive veteran's preference. For more information, go to: .
Cover Letters are not mandatory and will not be used to verify experience, but may be submitted.
Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship, and the E-Verify system will be used to confirm the employment eligibility of all new hires. Once your complete application is received, we will conduct an evaluation of your qualifications and determine your ranking. The most highly qualified candidates will be referred to the hiring manager for further consideration and possible interview. You will be notified of the outcome. A selection is expected to be made within 30 calendar days from the issuance date of the certificate. To check the status of your application: Click here. To sign up for Application Status Updates via email: Click Here. All MSHA employees and their spouses, and minor children are prohibited by regulation from having any interest, direct or indirect, in any mine or mining company which may be directly affected by the work of MSHA through its investigations, technical research, or other activities. These interests are prohibited under the Department of Labor's Supplemental Standards of Ethical Conduct Regulations at 5 CFR 5201.105. Certain MSHA employees are required to file a financial disclosure report. For questions, please contact the vacancy contact on this announcement. !benefits.hms?orgId=1&jnum;=120002

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