Summary

DFC ranked a Best Places to Work in 2022.

This position is part of the U.S. International Development Finance Corporation (DFC), Office of Information Technology. As an IT Specialist (Customer Support), you will serve as a Federal Service Desk Support Technician responsible for delivering exceptional technical support with a focus on executive and VIP customers.

This job is open to

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

Clarification from the agency

Open to the public

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Duties

As an IT Specialist (Customer Support), you will:

• Serve as a technical IT Specialist responsible for delivering exceptional IT technical support with a focus on executive and VIP customers.
• Serve as the technical leader for executive and VIP support, offering expert guidance and troubleshooting for complex IT issues, while maintaining the highest level of professionalism.
• Anticipate and proactively address IT issues before they impact executive and VIP productivity, demonstrating a keen understanding of their unique requirements.
• Oversee and support a hybrid work environment, for users in both in-office and remote settings, including support of international travelers, to ensure that all functionality is in working order.
• Support secure collaboration solutions within the M365 environment and other enterprise cloud tools (i.e., Box, Adobe, Zoom, ServiceNow etc.).
• Manage relationships with hardware and software vendors, negotiate contracts, and stay up to date with industry trends, and involve the team as appropriate.
• Analyze and resolve operational problems and monitor customer satisfaction rates, maintain operational standards set at management levels and is responsible for delivery of customer satisfaction.
• Interact with internal and external stakeholders to provide IT guidance and solutions

Please Note: This is a Bargaining unit position represented by AFGE, local 1534.

Requirements

Conditions of Employment

• Must be a U.S. Citizen or National
• Males born after 12-31-59 must be registered for Selective Service
• Must submit resume and supporting documents (See How To Apply)
• Suitability for Federal employment, as determined by a background investigation
• May be required to successfully complete a probationary period

Qualifications

Applicants must meet all eligibility and qualification requirements no later than the closing date of this announcement.

BASIC REQUIREMENT

For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below:

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

ADDITIONAL REQUIREMENT

In addition to the Basic Requirement listed above, you must meet the required specialized experience listed below.

One year of specialized experience equivalent to the GS-12 grade level in the Federal service that demonstrates your experience in all of the following:

1) Experience providing high-level technical support to senior executives, including troubleshooting and resolving complex IT issues related to hardware, software, networking, and communications systems.

2) Experience communicating and working with executive leadership to understand their IT needs.

3) Experience in providing support for remote users, ensuring executives maintain secure and reliable connectivity while traveling or working off-site.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

This position is being advertised concurrently with vacancy announcement 24-OIT-ST-12408740-LW using Merit Promotion (MP) procedures. If interested, refer to that announcement to determine if you meet MP requirements and can apply to that announcement. NOTE: You must apply separately to each announcement in order to be considered under both.

This announcement may be used to fill similar positions, if additional vacancies occur.

Education

This job does not have an education qualification requirement.

Additional information

Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must:

1) meet CTAP or ICTAP eligibility criteria;

2) be rated well-qualified for the position with a score of 85 or above; and

3) submit the appropriate documentation to support your CTAP or ICTAP eligibility.

For more information: http://www.opm.gov/rif/employee_guides/career_transition.asp).

If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility showing type of discharge/character of service. If you are claiming 10-point veterans' preference, you must submit documentation from the Departments of Veterans Affairs (VA) showing type of discharge/character of service and your disability percentage. You may also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the documents listed in this form to support the claim for veteran preference. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans.

Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/verify/).

Telework Suitability: The duties of this position suitable for telework. The selectee may be allowed to telework with supervisor approval and if they meet the eligibility criterion in the 2010 Telework Act.

Stipulations of Employment: Selection may require completion of a 1-year probationary period.

Work Schedule: This position allows for a flexible work schedule.

Miscellaneous: DFC uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/.

Recruitment and relocation incentives may be authorized for this position.

• 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.
  
  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.

Once the announcement has closed, a review of your resume and supporting documentation will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

All qualified candidates will be assigned to a quality category. The category assignment is a measure of the degree in which your background matches the competencies required for this position. Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

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

The Category Rating Process does not add veterans' preference points or apply the "rule of three" but protects the rights of Veterans by placing them ahead of non-preference eligibles within each quality category. Veterans' preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).

• 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.
  
  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.
  
  To apply for this position, you must submit a complete Application Package which includes:
  
  1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.
  
  2. Your responses to the job questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12408739
  
  3. Other supporting documents:
  
  • Cover Letter, optional
  • Veterans' Preference documentation, if applicable (e.g., DD-214 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
  • Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g., Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
• How to Apply
  
  To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section of this vacancy. The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration.
  
  If you have questions about this job, please contact the HR Office representative listed in the "Agency Contact Info" section of this vacancy announcement. If you need assistance in applying on-line, please refer to the How to Apply section above and explore the Federal Application Process information on the USAJobs website.
  
  
  • To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
  • You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
  • You will receive an email notification when your application has been received for the announcement.
  
  If experiencing a significant hardship which hinders your ability to apply on-line, please contact the Agency Contact listed on this announcement at least two business days before the closing date, to discuss your situation. Failure to contact us within sufficient time may result in your hardship request being denied.
  
  To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.
  
  You may preview the Assessment Questionnaire at: https://apply.usastaffing.gov/ViewQuestionnaire/12408739
  
  Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc. If your resume includes a photograph or other inappropriate material or content (e.g. SSN or DOB), your resume will not be used to make eligibility and qualification determinations and you will not be considered for this vacancy.
  
  Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.
  
  Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
  
  It is your responsibility to ensure all required documents have been submitted prior to the closing date of the announcement.
  
  Agency contact information
  
  
  
  Laura Whitlock
  
  Email
  
  laura.whitlock@dfc.gov
  
  Address
  
  International Development Finance Corporation
  
  1100 New York Ave. NW
  
  Washington, DC 20527
  
  US
  
  Next steps
  
  For status updates on your application, please follow the directions listed above in the How to Apply section. Once your online application is submitted you will receive a confirmation notification by email. If you are selected for an interview for this position, you will be contacted directly. A final job offer for this position is typically made within several weeks after the closing date of the vacancy announcement. After confirming a job offer, all other applicants will be notified of their non-selection.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

2. Your responses to the job questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12408739

3. Other supporting documents:

• Cover Letter, optional
• Veterans' Preference documentation, if applicable (e.g., DD-214 showing type of discharge/character of service, SF-15 Form and related documentation, VA letter, etc.)
• Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g., Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)

How to Apply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section of this vacancy. The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration.

If you have questions about this job, please contact the HR Office representative listed in the "Agency Contact Info" section of this vacancy announcement. If you need assistance in applying on-line, please refer to the How to Apply section above and explore the Federal Application Process information on the USAJobs website.

• To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.
• You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
• You will receive an email notification when your application has been received for the announcement.

If experiencing a significant hardship which hinders your ability to apply on-line, please contact the Agency Contact listed on this announcement at least two business days before the closing date, to discuss your situation. Failure to contact us within sufficient time may result in your hardship request being denied.

To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.

You may preview the Assessment Questionnaire at: https://apply.usastaffing.gov/ViewQuestionnaire/12408739

Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials - you must remove your image from any badges, licenses, etc. If your resume includes a photograph or other inappropriate material or content (e.g. SSN or DOB), your resume will not be used to make eligibility and qualification determinations and you will not be considered for this vacancy.

Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.

It is your responsibility to ensure all required documents have been submitted prior to the closing date of the announcement.

Agency contact information



Laura Whitlock

Email

laura.whitlock@dfc.gov

Address

International Development Finance Corporation

1100 New York Ave. NW

Washington, DC 20527

US

Next steps

For status updates on your application, please follow the directions listed above in the How to Apply section. Once your online application is submitted you will receive a confirmation notification by email. If you are selected for an interview for this position, you will be contacted directly. A final job offer for this position is typically made within several weeks after the closing date of the vacancy announcement. After confirming a job offer, all other applicants will be notified of their non-selection.

Fair & Transparent

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

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