Information Technology Specialist

Summary

This position is located in Office of Chief Information Officer.

As an Information Technology Specialist, you will be responsible for planning and delivering technical support including troubleshooting, installation, removal, and assistance in response to customer requirements and for providing IT support services essential to the effective operation and performance of systems.

This job is open to

• The public
  
  U.S. Citizens, Nationals or those who owe allegiance to the U.S.
• Career transition (CTAP, ICTAP, RPL)
  
  Federal employees who meet the definition of a "surplus" or "displaced" employee.

Clarification from the agency

This position is being filled through an in-person career fair in Camp Springs, MD open to all U.S. Citizens. Please see How to Apply section for additional information.

Any position utilizing this announcement will be filled through Direct Hire Authority.

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Duties

• The responsibilities described are for the full performance level. At developmental grade levels, assignments will be of more limited scope performed with less independence, and limited complexity.
• Planning and implementing customer support for all IT equipment, systems, interfaces, and networks.
• Install, configure ,and administer systems and services while following established Standards Operating Procedures and Guidelines.
• Investigating, analyzing, and resolving complex customer requirements and maintaining the IT architecture.
• Communicating technical information to a variety of audiences.
• Providing comprehensive software, IT systems, or equipment guidance and/or training to enhance customer knowledge.

Requirements

Conditions of Employment

Conditions of Employment:

• You must be a U.S. Citizen or U.S. National to apply for this position
• Successfully pass a Background Investigation including financial disclosure
• You must pass a drug screening
• You must submit resume and supporting documentation
• Males born after 12/31/1959 must be registered with the Selective Service
• Political appointees may require OPM approval before on-boarding
• USCIS applies the Telework Enhancement Act of 2010 to its telework and remote work programs

This position IS in the bargaining unit.

This position IS NOT considered "essential" for purposes of reporting to work when the facility might otherwise be closed.

Residency Requirement: There is a residency requirement for all applicants not currently employed by U.S. Citizenship and Immigration Services. This residency requirement states that candidates must have, for three of the last five years immediately prior to applying for this position; (1) resided in the United States; OR (2) worked for the United States Government as an employee overseas in a Federal or Military capacity, OR (3) been a dependent of a U.S. Federal or Military employee serving overseas.

Probationary Period: You may be required to serve a probationary period of 1 year.

Time in Grade does not apply to Delegated Examining Announcements, any reference to Time in Grade in the questionnaire will not apply to the rating and ranking of applicants.

This announcement is issued under the Direct Hire Authority to recruit for positions for which the Department of Homeland Security, U.S. Citizenship and Immigration Services, has a critical hiring need.

Qualifications

Basic Requirements:

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

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.

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.

AND

Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). 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. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled.

GS-09: You qualify at the GS-09 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-07 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties:

• Applying knowledge of current applications, operating systems, protocols, and equipment to provide assistance for customers.
• Installing, configuring, troubleshooting, and maintaining customer hardware and software.
• Using IT service desk ticketing and troubleshooting tools to resolve problems directly, and when needed, escalating issues to senior support staff.
• Utilizing strong communication skills, capable of working constructively with end users and team members. OR
• You may substitute a Master's degree or two (2) full years of graduate education leading to such a degree in any field, or a J.D. or L.L.B. degree for experience required at the GS-09 grade level. Such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise two years of graduate education. If that information is not available, use 36 semester or 54 quarter hours.

GS-11: You qualify at the GS-11 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-09 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties:

• Applying knowledge of a wide range of IT concepts, requirements, methods, and practices to carry out standardized and conventional IT specialist assignments.
• Utilizing analytical and evaluative skills to integrate systems of information technology programs and/or equipment to meet customer or project requirements.
• Diagnosing and troubleshooting to identify problems; determine accuracy and relevance of information to generate and evaluate alternatives and make recommendations.
• Conveying complex technical topics in clear, compelling ways to both technical and non-technical audiences. OR
• You may substitute a doctoral degree (PhD or equivalent degree) or three (3) full years of progressively higher-level graduate education leading to such a degree in any field, or L.L.M. if related for experience at the GS-11 grade level or such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise three years of graduate study. If that information is not available, use 54 semester or 81 quarter hours.

GS-12: You qualify at theGS-12 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-12 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the following duties:

• Applying knowledge of IT Program/Project Management practices to participate in the planning, organizing, and management of software and hardware systems acquisition.
• Demonstrating experience monitoring, diagnosing, troubleshooting, and resolving operating/network systems, hardware and software issues, and taking appropriate follow-up action.
• Utilizing excellent oral and written communication skills for the effective interaction with customers, as well as presentations of findings and proposals to senior officials.
• Performing systems administration on servers with experience in multiple IT disciplines including application, file and system management techniques, change management methods, and best practices in an IT environment.

Education

Please read the following important information to ensure you submit everything we need to consider your application: Your resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. USCIS will only review the first 5 pages of your resume to determine your initial eligibility/qualifications for a position. As such, please be sure to include content to support your eligibility/qualifications for this position within the first 5 pages. Please note that your full resume will be made available to the hiring manager if you are referred. Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience.

Please ensure EACH work history includes ALL of the following information:

• Job Title (include series and grade if Federal Job)
• Duties (be specific in describing your duties)
• Employer's name and address
• Supervisor name and phone number
• Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008)
• Start and end dates for each grade/pay level if you've held a federal position.
• Full-time or part-time status (include hours worked per week)
• Salary

Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible.

Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position.

National Service Experience (i.e., 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 criteria 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 service. Please provide the dates and amount of time/hours worked earning this experience.EDUCATIONAL SUBSTITUTION: There is no educational substitution at the GS-12 grade level.

COMBINING QUALIFYING EXPERIENCE AND EDUCATION: If you do not qualify based on experience or education alone, you may be able to qualify based on a combination of your experience and education. For more information on combining education and experience, visit the following website: General Schedule Qualification Standards. Transcript required: If you don't submit a transcript, we will not use your education when deciding if you're qualified for the job. For verification purposes, the transcript submitted must include your name and educational institution.

Additional information

Background Investigation: To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation. This may include a review of financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs. The background investigation process is initiated after a selection is made. For more information visit the OPM Mythbuster Page.

If a SECRET or TOP SECRET clearance is needed or the position is designated a Sensitive National Security position, all selected candidates must meet the requirements for these clearances or Sensitive National Security position prior to placement AND maintain that level of clearance or national security eligibility while encumbering the position.

USCIS 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.

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, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

It is our responsibility to eliminate any risks to national security, public health, and public safety that could be posed by individuals who use illegal drugs. This position may be subject to random testing as a condition of employment. A positive drug test or refusal to be tested will result in disciplinary action, up to and including removal from Federal service.

Note: If you previously retired from the Federal service and are receiving an annuity, your salary may be offset by the amount of your annuity.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Under the provisions of the Direct Hire Authority, veterans' preference and category rating do not apply.

Your resume must support the level of education claimed, experience, and/or training. To remain in consideration for this position, please ensure your resume covers this requirement and that your resume has been successfully submitted as part of your application package.

NOTE: Your resume and supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your consideration for employment.

You may be referred to the hiring manager for consideration and may be contacted for an interview.

Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP) Eligible:If you have never worked for the federal government, you are not CTAP/ICTAP eligible. View information about CTAP or ICTAP eligibility on OPM's Career Transition Resources website. To be considered well qualified under CTAP/ ICTAP, you must be placed in the Well-Qualified category for this position, as described above. In addition, you must submit the supporting documents listed under the required documents section of this job announcement.

Note: Applicants who are referred to the hiring office for selection consideration may be required to complete a writing sample and/or other writing exercise as part of the interview/selection process. If the hiring office decides to request a writing sample and/or other writing exercise as part of its selection process, a designated contractor or Agency representative will contact you to: (1) inform you of this requirement; and (2) provide further instructions.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  Resume: You must submit a resume that clearly demonstrates you have experience that meets the requirements of this position as outlined in the "Qualifications" section. USCIS' Human Resources Office will only review the first 5 pages of your resume to determine your eligibility/qualifications.
  
  Are you qualifying based on education? Submit a copy of your college transcript (unofficial is acceptable) from an accredited institution. Once selected and prior to appointment, applicants must provide an official college transcript. Education completed in foreign colleges or universities may be used to meet Federal qualification requirements if you can show that your foreign education is comparable to education received in accredited educational institutions in the United States. Your foreign education accreditation must come from an evaluation service that is endorsed by the Association of International Credential Evaluators or the National Association of Credential Evaluation Services. Failure to provide foreign accreditation from one of these organizations will result in removal from consideration.
  
  Are you a current or former Federal employee? Submit a copy of your official SF-50* (no text version) or other official "Notification of Personnel Action" document that shows the following information:
  
  • your appointment in the competitive service
  • tenure
  • grade and step
  • full performance level
  
  Are you claiming special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP)? Submit:
  
  
  • a copy of your agency notice,
  • a copy of your most recent performance rating, and
  • a copy of your most recent SF-50*, Notification of Personnel Action, noting your current position, grade level, and duty location.
  
  Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50*, along with a statement that provides the following information regarding your most recent political appointment:
  
  
  • Position Title
  • Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee)
  • Agency
  • Beginning and ending dates of appointment
  
  
  * A General Adjustment, Detail, Any Award (Cash, Time Off, Performance, etc.) or Realignment SF-50 may NOT have the information needed.
  
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to Apply
  
  Please read the entire announcement and all instructions before you begin an application.
  
  How to apply:
  
  Applicants must register or join the waitlist for the Camp Springs, MD in-person career Fair at the following link: USCIS Career Fair Job Bulletin.
  
  Interested applicants must successfully register, ticketed through EVENTBRITE, and attend in person to be considered during this career fair. Candidates are encouraged to join the waitlist if tickets are sold out. The waitlist may be released prior to the career fair. If you are on the waitlist and a ticket becomes available, you will receive an email to register and claim your ticket. You must accept and confirm your continued interest to attend the career fair. Only candidates with a confirmed registration ticket will be accepted at the career fair.
  
  All hard copy resumes/applications must be received in person on the day of the event.
  
  Recommended items to bring to the event:
  
  • Two forms of ID (such as passport, state-issued ID card)
  • Federal Resume (USCIS recommends that resumes be no more than five pages in length)
  • Transcripts for all undergraduate and graduate level education, if applicable
  • List of three Professional References and their contact information.
  • If you have current or prior federal employment; SF-50 showing appointment to competitive service, tenure, grade and step, and full performance level.
  • If you are a veteran: (1) DD-214 showing character of service; and, (2) Veterans Affairs (VA) disability rating letter, if applicable
  • If you are an individual with a disability: Letter stating you have a qualifying disability, from a medical professional or other organization that grants disability benefits.
  
  Important items to take note of prior to the event:
  
  
  • You can be considered for two positions at this event. If you want to be considered for more than one position, please bring additional copies of all the documents listed above.
  • Documents WILL NOT be returned.
  • NO onsite printing will be available.
  • NO electronic documents will be accepted.
  
  It is the applicant's responsibility to verify that all information in their resume and documents, are received, legible, and accurate.
  
  Agency contact information
  
  HROC Staffing Help Desk
  
  Phone
  
  952-697-8380
  
  Email
  
  HROCStaffingHelpDesk@uscis.dhs.gov
  
  Next steps
  
  Once we receive your application, we will assess your experience and training and refer those applications to the selecting official for further consideration and a possible interview. If you are selected, we will conduct a suitability/security background investigation.
  
  Telework: USCIS provides telework opportunities for eligible employees serving in positions approved to work at an alternate work site in accordance with agency policy. Teleworkers are required to work at the official worksite at least two days during each bi-weekly pay period. Teleworkers are expected to work during dismissals and closures or request leave. THIS IS NOT A REMOTE POSITION. You will be expected to report for work at a USCIS facility based on the needs of the hiring office. If you are currently on an approved remote agreement, once you EOD into this position, your remote agreement will be terminated.
  
  USCIS may fill one or more positions using this vacancy.
  
  Additional information pertaining to your interest and availability for this position may be needed after the Hiring Event; therefore, a timely response to these requests must be adhered to in order to remain in consideration.
  
  Conditions of Employment Reminder: If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing any of the scheduled appointments, the hiring agency may rescind their tentative offer of employment.
  
  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.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

Resume: You must submit a resume that clearly demonstrates you have experience that meets the requirements of this position as outlined in the "Qualifications" section. USCIS' Human Resources Office will only review the first 5 pages of your resume to determine your eligibility/qualifications.

Are you qualifying based on education? Submit a copy of your college transcript (unofficial is acceptable) from an accredited institution. Once selected and prior to appointment, applicants must provide an official college transcript. Education completed in foreign colleges or universities may be used to meet Federal qualification requirements if you can show that your foreign education is comparable to education received in accredited educational institutions in the United States. Your foreign education accreditation must come from an evaluation service that is endorsed by the Association of International Credential Evaluators or the National Association of Credential Evaluation Services. Failure to provide foreign accreditation from one of these organizations will result in removal from consideration.

Are you a current or former Federal employee? Submit a copy of your official SF-50* (no text version) or other official "Notification of Personnel Action" document that shows the following information:

• your appointment in the competitive service
• tenure
• grade and step
• full performance level

Are you claiming special priority selection rights under the Agency Career Transition Assistance Program (CTAP) or the Interagency Career Transition Assistance Program (ICTAP)? Submit:

• a copy of your agency notice,
• a copy of your most recent performance rating, and
• a copy of your most recent SF-50*, Notification of Personnel Action, noting your current position, grade level, and duty location.

Are you a current or former political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee? Submit a copy of your applicable SF-50*, along with a statement that provides the following information regarding your most recent political appointment:

• Position Title
• Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee)
• Agency
• Beginning and ending dates of appointment

* A General Adjustment, Detail, Any Award (Cash, Time Off, Performance, etc.) or Realignment SF-50 may NOT have the information needed.


If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

Please read the entire announcement and all instructions before you begin an application.

How to apply:

Applicants must register or join the waitlist for the Camp Springs, MD in-person career Fair at the following link: USCIS Career Fair Job Bulletin.

Interested applicants must successfully register, ticketed through EVENTBRITE, and attend in person to be considered during this career fair. Candidates are encouraged to join the waitlist if tickets are sold out. The waitlist may be released prior to the career fair. If you are on the waitlist and a ticket becomes available, you will receive an email to register and claim your ticket. You must accept and confirm your continued interest to attend the career fair. Only candidates with a confirmed registration ticket will be accepted at the career fair.

All hard copy resumes/applications must be received in person on the day of the event.

Recommended items to bring to the event:

• Two forms of ID (such as passport, state-issued ID card)
• Federal Resume (USCIS recommends that resumes be no more than five pages in length)
• Transcripts for all undergraduate and graduate level education, if applicable
• List of three Professional References and their contact information.
• If you have current or prior federal employment; SF-50 showing appointment to competitive service, tenure, grade and step, and full performance level.
• If you are a veteran: (1) DD-214 showing character of service; and, (2) Veterans Affairs (VA) disability rating letter, if applicable
• If you are an individual with a disability: Letter stating you have a qualifying disability, from a medical professional or other organization that grants disability benefits.

Important items to take note of prior to the event:

• You can be considered for two positions at this event. If you want to be considered for more than one position, please bring additional copies of all the documents listed above.
• Documents WILL NOT be returned.
• NO onsite printing will be available.
• NO electronic documents will be accepted.

It is the applicant's responsibility to verify that all information in their resume and documents, are received, legible, and accurate.

Agency contact information

HROC Staffing Help Desk

Phone

952-697-8380

Email

HROCStaffingHelpDesk@uscis.dhs.gov

Next steps

Once we receive your application, we will assess your experience and training and refer those applications to the selecting official for further consideration and a possible interview. If you are selected, we will conduct a suitability/security background investigation.

Telework: USCIS provides telework opportunities for eligible employees serving in positions approved to work at an alternate work site in accordance with agency policy. Teleworkers are required to work at the official worksite at least two days during each bi-weekly pay period. Teleworkers are expected to work during dismissals and closures or request leave. THIS IS NOT A REMOTE POSITION. You will be expected to report for work at a USCIS facility based on the needs of the hiring office. If you are currently on an approved remote agreement, once you EOD into this position, your remote agreement will be terminated.

USCIS may fill one or more positions using this vacancy.

Additional information pertaining to your interest and availability for this position may be needed after the Hiring Event; therefore, a timely response to these requests must be adhered to in order to remain in consideration.

Conditions of Employment Reminder: If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing any of the scheduled appointments, the hiring agency may rescind their tentative offer of employment.

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.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request