IT Specialist (Customer Support)

Summary

This position is located in the End User Computing Section, IT End User Services Division, IT Partner Engagement Directorate, Office of the Chief Information Officer.

The position description number for this position is 198698.

The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.

The incumbent of this position may work a flextime, compflex, or maxiflex work schedule.

This is a non-supervisory, bargaining unit position.

This job is open to

• Internal to an agency
  
  Current federal employees of this agency.

Clarification from the agency

INTERNAL EMPLOYEES - CONSIDERATION UNDER THIS VACANCY IS LIMITED TO THE PERMANENT AND INDEFINITE STAFF OF THE OFFICE OF THE CHIEF INFORMATION OFFICER (OCIO), DUE TO BUDGETARY CONSTRAINTS. TEMPORARY NOT-TO-EXCEED (NTE) AND INDEFINITE NOT-TO-EXCEED (NTE) EMPLOYEES ARE INELIGIBLE TO APPLY. (EMPLOYEES MUST MAINTAIN THEIR ELIGIBILITY AT THE TIME OF SELECTION.)

Duties

As a recognized technical expert, exercises broad latitude in developing policies and guidelines for customer support services. Manages special projects that have a significant impact on the delivery of customer support services, such as infrastructure or work force relocation. Represents the customer support office in planning for the Installation and implementation of new systems (e.g., upgrade to a new operating system). Leads efforts to define post-implementation support requirements. Develops service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services. Develops and implements performance criteria to ensure that requirements are achieved.

As a technical expert, identifies specifications, requirements and statements of work (SOW)s for information technology (IT) hardware and/or software, services, and maintenance in multi-year (5 and 10 year) IT contracts. Specifications and requirement identification include determinations regarding what hardware is required to meet user needs; the type and version of software that is most appropriate; the number of licenses or maintenance service agreements that should be purchased; etc.

Oversees contract administration activities for long-term, extensive technical service contracts. Independently evaluates contractor procedures for the analysis, design, development, test, and support of IT systems. Participates in the design and development stages of software developed under contract.

Plans and develops long-range objectives and milestones for IT projects that involve substantive, mission-oriented programs, such as projects Implementing enterprise-level applications and/or changes to IT Infrastructure to meet an agency's modified business processes. Manages IT projects with high complexity or risk, such as agency-wide system integrations that Include large-scale enterprise resource planning. Develops and implements project management procedures, tools, templates, activities, and infrastructure. Evaluates client information systems needs to define the project scope, requirements, and deliverables. Designs cost-benefit studies to implement projects with the most efficient use of human capital and material resources at the lowest cost.

Serves as a senior expert and advises on the application of system architecture modeling tools in the architectural planning process necessary to Integrating information technology (IT) programs with other programs of equivalent scope and complexity. Ensures the integration of IT programs and services, and develops solutions to integration/interoperability issues.

Analyzes long-range equipment needs of complex Information systems. As a recognized technical expert in computer hardware, performs analysis of equipment needs for long-range organizational information technology (IT) planning, taking into consideration rapidly changing equipment technology and requirements, costs and benefits, and mission needs.

Plans and develops policies, procedures, and strategies that ensure optimization and integration In the installation, configuration, and maintenance of the operating environment agency-wide. Provides authoritative advice to other specialists In areas such as disaster recovery, capacity planning, applications development, hardware strategy, and operating systems security. Develops and implements agency guidelines. Develops innovative and advanced methods and techniques for integrating multiple operating systems; develops complex and highly specialized utility routines; designs and interfaces telecommunications resources; analyzes the effectiveness of operating systems; and develops fine-tuning techniques to improve systems performance.

Oversees coordinated efforts to plan for and acquire systems software for agency-wide automated systems. Prepares testing and Implementation plans. Prepares system documentation in accordance with applicable standards. Performs design and construction of the system, and maintains the system through testing, implementation, and life cycle support.

Develops policies, guidelines, and standards for the planning, development, integration, implementation, and evaluation of information technology (IT) systems and subsystems that meet overall information needs of multiple major organizational units.

Provides expert technical advice and guidance to senior management officials in client agencies and organizations in the appropriate application of technology to The Library of Congress mission and programs Including providing advice regarding emerging IT Issues and the impact of emerging issues on The Library of Congress business requirements. Work enhances client organization's ability to make Informed decisions on the focus and direction of IT planning and investment.

Requirements

Conditions of Employment

Conditions of Employment

Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past or current drug use and activities (e.g., selling or distributing) may deem you ineligible for employment.

Qualifications

Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.

Knowledge and experience scripting for workstations in a windows active directory and configuration manager environment.**

Ability to setup automation to replace a manual process.**

Ability to troubleshoot integrated workstation issues.**

Knowledge of troubleshooting techniques and analysis.

Knowledge and experience managing workstation configuration lifecycle management.

Ability to meet user demands by applying knowledge of current IT trends and best practices in user support and desktop services.

Ability to communicate effectively other than in writing.

Additional information

Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid at step one of the grade.

The Library of Congress is an equal opportunity employer. Women, minorities, and persons with disabilities who meet eligibility requirements are strongly encouraged to apply.

Applicants must submit a complete application package that is received by the closing date of this announcement.

Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation. For more information, please see:Vetting Process

This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please email ADA@loc.gov. The decision on granting reasonable accommodation will be determined on a case-by-case basis.

Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. Certification from health care providers are not accepted. For more information contact the Library's Office of EEO/Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.

The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service.

The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement.

Initial permanent appointments to the Library of Congress require completion of a one-year probationary period. Probationary periods served at other Federal agencies do not count toward this requirement.

The Library of Congress may offer repayment for all or part of federally insured student loans. However, not all service units within the Library of Congress participates in the repayment of federally insured student loans. Therefore, determination to repay a federally insured student loan is subject to approval by the appropriate service unit.

A "Not to Exceed" (NTE) status is used to identify an appointment with a specific ending date. However, the Library has the right to separate a NTE employee at any time due to either performance issues or budget constraints.

Are you a veteran? Please indicate the type of veterans' preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214. Those applying for 10-point preference must fill out an SF-15 (click here for the form) and provide the required documentation listed on the back of the form. If required supporting documentation is not attached, Veterans' Preference will not be considered in the application process.

• 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.

The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview. The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection.

For more information regarding eligibility requirements, please see the Library of Congress Merit Selection Plan, Section 8.5, at: Merit Selection Plan

You may preview questions for this vacancy.

• 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.
  
  Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).
  
  Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.
  
  
  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 carefully follow all instructions under the How to Apply tab to ensure you are considered for the position.
  
  You are required to apply online for this announcement. We are unable to accept mailed or emailed documents. You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps.
  
  Step 1: If you do not already have one, create a resume on USAJOBS. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress.
  
  Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step 4. You may wish to customize your USAJOBS resume to ensure that it supports your responses to these questions.
  
  Step 3: Click on the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account and submit your resume. You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment. You will be able to update this information and save it to our account for future announcements.
  
  Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly.
  
  Step 5: Hiring Management offers three options that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.
  (1) You may select a document that you have already uploaded to USAJOBS for a previous announcement.
  (2) You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS.
  
  IMPORTANT NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer or in your USAJOBS profile before uploading them. If you try uploading them individually, only the last one sent will be visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.
  
  Step 6: Click on "Finish" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account. Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable. Failure to do so will result in your application being excluded from consideration for this announcement.
  
  If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact jobhelp@loc.gov , no later than 4:30pm EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.
  
  Agency contact information
  
  Job Help Desk
  
  Phone
  
  202-707-5620
  
  Fax
  000-000-0000
  Email
  
  JobHelp@loc.gov
  
  Address
  
  LIBRARY OF CONGRESS
  
  Human Resources Dept.
  
  101 Independence Ave., SE
  
  LM-107
  
  Washington, District of Columbia 20540-2700
  
  United States
  
  Next steps
  
  Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking on "My Applications." You will receive final notification via e-mail when the vacancy has been filled.
• 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

Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).

Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-6024 or email spp@loc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.


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 carefully follow all instructions under the How to Apply tab to ensure you are considered for the position.

You are required to apply online for this announcement. We are unable to accept mailed or emailed documents. You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps.

Step 1: If you do not already have one, create a resume on USAJOBS. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress.

Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step 4. You may wish to customize your USAJOBS resume to ensure that it supports your responses to these questions.

Step 3: Click on the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account and submit your resume. You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment. You will be able to update this information and save it to our account for future announcements.

Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly.

Step 5: Hiring Management offers three options that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.
(1) You may select a document that you have already uploaded to USAJOBS for a previous announcement.
(2) You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS.

IMPORTANT NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer or in your USAJOBS profile before uploading them. If you try uploading them individually, only the last one sent will be visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.

Step 6: Click on "Finish" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account. Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable. Failure to do so will result in your application being excluded from consideration for this announcement.

If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact jobhelp@loc.gov , no later than 4:30pm EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.

Agency contact information

Job Help Desk

Phone

202-707-5620

Fax
000-000-0000
Email

JobHelp@loc.gov

Address

LIBRARY OF CONGRESS

Human Resources Dept.

101 Independence Ave., SE

LM-107

Washington, District of Columbia 20540-2700

United States

Next steps

Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking on "My Applications." You will receive final notification via e-mail when the vacancy has been filled.

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