Information Technology Specialist (Customer Support/Network Services)

For all GS-07/09/11 position, applicants must: Have a minimum one-year of specialized experience at the next lower grade AND Demonstrated proficiency in all five general competencies listed below for GS-07/09. OR Demonstrated proficiency in all nine general competencies listed below for GS-11. You may be considered ineligible and removed from further consideration for the position, if you fail to meet any of the criteria above.

GS-07 Specialized Experience: To qualify at the GS-07 level, you must possess at least one full year of specialized experience equivalent to the GS-05 level in Federal service. Specialized experience is defined as providing customer service and support by troubleshooting, recovering, and resolving recurring software and hardware problems. Coordinating teleconferences and learning activities. Installing and updating software.

Providing litigation support methods, standards, and practices, i.e. trial preparation and presentation. GS-09 Specialized Experience: To qualify at the GS-09 level, you must possess at least one full year of specialized experience equivalent to the GS-07 level in Federal service. Specialized experience is defined as providing technical and advisory assistance to support information technology; assessing service and information requirements necessary to complete litigation support services.

This includes administering and maintaining case evidence databases using industry-standard software such as Everlaw, Axon, or similar platforms; acquiring and processing electronic data; supporting pre-trial preparation and courtroom presentations, including creating audio and video clips and other exhibit formats. GS-11 Specialized Experience: To qualify at the GS-11 level, you must possess at least one full year of specialized experience equivalent to the GS-09 level in Federal service.

Specialized experience is defined as experience with technology and procedures commonly used in litigation proceedings, including working with a variety of audio and video evidence formats such as video surveillance and police body-cam footage, and utilizing industry-standard software such as OnCue and Adobe Creative Cloud; managing electronic discovery platforms as an administrator, including Everlaw and Axon; training others in the use of litigation support technology; and independently creating and developing demonstrative exhibits through creative problem-solving techniques.

AND For the GS-07 and GS-09 Competencies: 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.

Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations.

Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

For the GS-11 Competencies: In addition, to the following defined competencies for the GS-07 and GS-09 (Attention to Detail, Customer Service, Interpersonal Skills, and Teamwork), you must demonstrate the following competencies below for GS-11.

Attention to Detail Customer Service Interpersonal Skills Teamwork Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change. Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.

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. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

Interagency Career Transition Assistance Plan (ICTAP) - The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies.

If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP eligibility; 2) you apply under the instructions in the announcement; and 3) you are found well-qualified for this vacancy. To be well-qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria.

You must provide proof of eligibility to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Additional information about ICTAP eligibility is at: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Career Transition Assistance Plan (CTAP) - The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies.

If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and receive a score of 85 or better on established ranking criteria.

You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

If selected for this position, you will be responsible for providing technical and analytical assistance involving Litigation Support and two or more other Information Technology specialty areas which support the information management needs of the United States Attorney's Office. Typical work assignments will include: Provides customer support services including installation, configuration, troubleshooting, customer assistance, and training in response to user requirements.

• Designs, develops, tests, installs, operations, management, and maintenance concepts and methods; and the organization's network architecture, topology, and protocols.
• Plans, develops, and coordinates in the IT litigation support and case management services (including trial preparation and presentation) in response to customer needs.
• Supports litigation through the use of information technology to participate in the planning and delivery of a full range of customer support services to the district.

Assists with installing, configuring, upgrading, and troubleshooting any hardware and software components. Catalogs computerized graphics and other images for use in trials, meetings, and training. Use established procedures to manipulate and present data in various formats for use in litigation. Responsibilities will increase and assignments will become more complex as your training and experience progress.