Information Technology Specialist (Customer Support/Network)

Duties:

As a/an Information Technology Specialist (Customer Support/Network) at the GS-2210-11/12, some of your typical work assignments may include:

• Provides support in a manner that minimizes interruptions in the Center's ability to carry out critical business activities.
• Monitors and evaluates IT systems and their compliance with IT security requirements.
• Advises on the merits of proposed system development projects. Consults with Center staff to refine functional requirements.
• Works with the App Services engineers and the Power Apps developers to provide backend support for the SBA/OCA authorized applications Portal.
• Creates and maintains system accounts needed to access local and remote resources.
• Performs network administration functions, such as 1) configuring hubs, switches, and routers; 2) monitoring network performance; 3) performing various diagnostics; 4) analyzing network traffic patterns; 5) installing software fixes and upgrades; and 6) monitoring cloud computing workloads.
• Maintains data management systems, monitors, and optimizes database performance and operations, and defines storage capacity.
• Generates complex queries and customer inquiries, records call activity and prepares appropriate forms and letter.

IMPORTANT NOTES:

• SBA ranked in the Top 10 in the 2022 Best Places to Work in the Federal Government for midsize agencies.
• By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster.
• The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers.
• Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).
• This position is not included in a bargaining unit.

Requirements:

Conditions of Employment

• U.S. citizenship is required.
• You must be able to obtain and maintain a Government travel credit card.
• Favorable background investigation and credit check are required.
• Credit score below 500 may negatively impact consideration in the hiring process.
• This position is not included in a bargaining unit.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day).

Qualifications:

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below.
You must meet all qualification requirements by the closing date of this announcement.
You may qualify based on experience, education or a combination of both.

Experience:
To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement.
You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level.

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

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.

GS-11: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-09 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Communicating effectively both orally and in writing to various internal and external customers to accomplish program objectives and goals, including training technicians and/or end users via on-the-job training or classroom instruction; and
• Assisting with implementing IT security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personal Identifiable Information (PII); and
• Installing and troubleshooting IT hardware, software, and networks in a variety of local and/or remote locations; and
• Configuring Windows-based networks; setting up Windows-based accounts; and/or working with Cloud-based technologies such as Microsoft Office 365, Microsoft Enterprise Tools, etc.; and
• Deploying and maintaining mobile devices such as laptops, telephones, etc. for employee use.

GS-12: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-11 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following:

• Communicating effectively both orally and in writing to various internal and external customers to accomplish program objectives and goals, including training technicians and/or end users via on-the-job training or classroom instruction; and
• Implementing IT security requirements, policies, and procedures designed to protect the integrity and vulnerability of systems, networks, and data including Personally Identifiable Information (PII); and
• Configuring and troubleshooting IT hardware, software, and networking technologies in a variety of local and/or remote locations.
• Configuring windows-based computer equipment, configuring, and utilizing Virtual Private Networks (VPN) and utilizing hard drive encryption standards
• Utilizing remote access industry standards, such as Remote Desktop Protocol (RDP).

Education:

If qualifying based on education, you must submit transcripts by the closing date of this announcement or you will not be found eligible.

GS-11: PH.D or equivalent doctoral degree in a related field or 3 full years of related progressively higher level graduate education leading to a PH.D or equivalent doctoral degree

OR

A combination of experience and education as indicated above.

GS-12: There is no educational substitution at this grade level..

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website:

Job Type: Full-time

Pay: $71,099.00 - $112,163.00 per year

Benefits:

• Employee assistance program
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person