Information Technology Specialist (Customer Support)

Summary "The Federal Law Enforcement Training Centers (FLETC), through strategic partnerships, prepares the federal law enforcement community to safeguard America's people, property, and institutions." We are a unique inter-agency organization preparing the next generation of law enforcement officers to meet our Nation's most pressing security challenges." Click here to learn more. Learn more about this agency Requirements Conditions of Employment You must be a U.S. citizen to apply for this position. Males born after 12/31/1959 must be registered for Selective Service. You must successfully pass a background investigation. Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Union (NTEU). You will need to set up direct deposit so we can pay you. Must possess and maintain a valid state issued driver's license to conduct official government business. Occasional travel may be required. Overtime, weekends and federal holidays may be required. Required to complete an OGE 450, Confidential Financial Disclosure Report, within 30 days of starting your federal employment and annually thereafter as long as you occupy a position that requires financial disclosure reporting. This position is Emergency Essential and required to sustain FLETC’s operations under all conditions and to ensure FLETC Continuity of Operations for Mission Essential Function. Must possess and maintain Federal Acquisition Certification - Contracting Officer Representative (FACCOR) Level III certification; or have the requisite experience to obtain and maintain certification. Qualifications Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. Please visit www.fletc.gov/site-page/employment-faqs website for further guidance regarding this page limit. This position has a Selective Placement Factor (SPF). If your resume doesn't demonstrate possession of the SPF, you will be rated ineligible. The SPF for this position is: In order to be considered for this position you must possess Federal Acquisition Certification - Contracting Officer Representative (FACCOR) Level III certification; or have the requisite experience to obtain and maintain certification. Please provide a copy of your Contracting Officer Representative (FAC-COR) Level III certification and list all of your contacting training/experience in your resume. In addition to the selective placement factor, you must possess at least one year of specialized experience at least equivalent to the GS-11 level in the federal service diagnosing and resolving unique, unusual, and complex problems in response to customer-reported incidents, providing expert advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems; researching, evaluating, and providing feedback on incident and request trends and patterns in customer support requirements and recommending new tools to enhance the delivery of customer requirements. All requirements must be met by the closing date of the announcement. 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. Current or Former Political Appointees: 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. Veterans: Qualified veterans who have a compensable service-connected disability of at least 10% are listed in the best-qualified category, except when the position being filled is scientific or professional at the GS-09 grade level, or higher. (This position is notconsidered scientific/professional.). Other 10-point preference eligibles and veterans with 5-point preference who meet the eligibility and qualification requirements are placed above non-preference eligibles within the category in which they qualify. View information on veterans' preference. Interagency Career Transition Assistance Program (ICTAP) eligibles: If you have never worked for the federal government, you are not ICTAP eligible. View information about ICTAP eligibilityon OPM's Career Transition Resources website. To be considered eligible under ICTAP, you must be rated at a minimum score of 85 for this position. In addition, you must submit the supporting documents listed under the required documents section of this job announcement. Education This job does not have an education qualification requirement. Additional information The Federal Law Enforcement Centers encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR 213.3102(u), and or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR 315.707. Veterans, Peace Corps, VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the FLETC mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the servicing Human Resources Office listed at the bottom of this announcement. Pursuant to Executive Order 12564 and FLETC policy, FLETC is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at FLETC are subject to drug testing resulting in a negative test result. If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration of 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. Background Investigation: To ensure the accomplishment of our mission, the FLETC requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Suitability/Fitness as a condition of placement in this position. This review may include 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. Work Environment: The majority of the work is performed in an office setting. However, it may be required to assist in installing equipment and requires occasional travel. Working hours are within the typical workday; however, maintenance, upgrades, and troubleshooting may require overtime, compensation-time, flexible work schedule, or weekend support. Physical Demands: The work is primarily sedentary. The position may frequently involve the installation of all types of EIT equipment necessitating the lifting and carrying equipment weighing up to 50 pounds. This announcement may be used to fill additional vacancies during the next 90 days. This could result in a few or many vacancies being filled from this announcement. Read more 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 window Learn 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.