Summary Explore a new career with the BLM - where our people are our most precious resource. This position is located in Headquarters/ Division of Customer Relationship Management (HQ560). Information about locations and the surrounding area can be found at All State Offices | Bureau of Land Management (blm.gov). We expect to fill few vacancies at this time; however, additional positions may be filled from this announcement if they become available. Responsibilities Resolves a full range of customer problems and maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assess customers’ needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services. Provides assistance and support for assignments and projects relative to the delivery of customer support services. Performs routine and recurring assignments in identifying and resolving recurring and routine issues and problems as they arise. Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals and equipment. Maintains problem tracking and resolution databases and monitors reported problems for possible trends. Installs, configures, troubleshoots and maintains common customer hardware and software. Requirements Conditions of Employment Qualifications In order to be rated as qualified for this position, we must be able to determine that you meet the qualification requirements - please be sure to include this information in your resume. No assumptions will be made about your experience. 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. Attention to Detail - Is thorough when performing work and conscientious about attending 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 (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND FOR GS-07: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-05 level that is equivalent in difficulty and complexity. Specialized experience is defined as work with clients and customers to assess and/or address their needs and provide information or assistance relative to the products or services; communicate effectively both orally and in writing; and identify and resolve problems, determine relevant information, demonstrate using sound judgment, and making recommendations. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. -OR- Education: 1 full year of graduate level education or Superior Academic Achievement (S.A.A). Superior Academic Achievement (See OPM's General Policies, Application of Qualification Standards Section 4.f.) S.A.A. must have been gained in a curriculum that is qualifying for the position to be filled. FOR GS-09: In addition to meeting the competencies requirement above, you must possess one (1) full year of specialized experience at or equivalent to the GS-07 level that is equivalent in difficulty and complexity. Specialized experience is defined as applying customer support principles for installing computers, troubleshooting computer problems, communicating problem and resolutions to customers, documenting actions taken, providing training and guidance to customers, and assisting other IT specialists in resolving complex problems, i.e. servers, networks, IT security. -OR- Education: master's degree or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. 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. Applicants must meet both eligibility and qualification requirements for the position of interest by the closing date of the announcement. Education All academic degrees and coursework must be from accredited or pre-accredited institutions. Undergraduate or Graduate Education: 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. If using education to qualify, you must submit copies of all transcripts or a list of college courses that include hours and grades from an accredited U.S. college/university. See Required Documents section for more information. Additional Information Career Transition Assistance Plan (CTAP)/lnteragency Career Transition Assistance Program (ICTAP): 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, 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: CTAP or ICTAP Males born after 12/31/59 must be registered for Selective Service DOI uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit: www.dhs.gov/e-verify Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. If eligible and qualified, you may be offered a recruitment or relocation incentive. The decision to offer an incentive will be made on a case-by-case basis and is neither promised nor guaranteed. For information visit: Recruitment Incentive or Relocation Incentive or Student Loan Repayment. Travel and relocation expenses will not be paid by the Department of the Interior. Any travel, transportation and relocation expenses associated with reporting for duty in this position will be the responsibility of the selected employee. The official worksite for the selectee is the duty station identified in this vacancy announcement. The selectee will typically report to this duty location on a regular and recurring weekly basis. The selectee may be allowed to telework with supervisor approval. This is a bargaining unit position represented by the American Federation of Government Employees Chapter 2600. This position is considered a career ladder opportunity, with a full performance level of GS-09. If selected at a lower grade level, you may be non-competitively promoted to the next grade level at the discretion of your supervisor and is contingent upon meeting regulatory and legal requirements for promotion, satisfactory performance, and the availability of higher-level work. Promotion is not guaranteed, and no promise of promotion is implied. Applicants who apply under this job opportunity announcement agree to have their application, associated documents and applicable personal information shared with other Bureaus/Offices within the Department of the Interior (DOI) who have vacancies within the same occupational series, grade, full performance level and in the same geographic location(s), including within the same metro/commuting area. Applying to this announcement does not replace the need to apply to other job opportunity announcements for which you wish to receive consideration.