Information Technology Specialist (Customer Support/Network Services)

United States Attorneys' Offices; Albuquerque (NM); On-site; USD 50,000 - 85,000; Full time

Job summary

United States Attorneys' Offices in Albuquerque, NM seeks IT Management specialists to provide comprehensive customer support, troubleshooting, and training for litigation-related IT systems. The role emphasizes network architecture, data presentation, and trial preparation using specialized software.

The position requires competencies in detail, customer service, interpersonal skills, reasoning, and teamwork, with progression as training and experience grow.

Qualifications

• Competencies required for the IT Management series at GS-07/09/11 levels.
• Specialized experience described for GS-07/09/11 as outlined in the announcement.

Responsibilities

• 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 IT litigation support and case management services (including trial preparation and presentation).
• Supports litigation through the use of information technology to deliver a full range of customer support services.
• Assists with installing, configuring, upgrading, and troubleshooting 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.

Skills

Attention to Detail

Customer Service

Interpersonal Skills

Reasoning

Teamwork

Problem Solving

Technical Competence

Tools

Everlaw

Axon

OnCue

Adobe Creative Cloud

Job description

Summary

For more information on the Department of Justice and the United States Attorneys' Offices, visit http://www.justice.gov/usao/.

Summary

For more information on the Department of Justice and the United States Attorneys' Offices, visit http://www.justice.gov/usao/.

As needed, additional positions may be filled using this announcement.

This position is also being announced to applicants eligible to apply through Merit Staffing procedures.

Special Rate Table #999B applies to GS-7 and GS-9.

Duties

Responsibilities

• 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.

Requirements

Conditions of employment

• You must be a U.S. Citizen or National
• Initial appointment is conditioned upon a satisfactory pre-employment adjudication. This includes fingerprint, credit and tax checks, and drug testing. Continued employment is subject to a favorable adjudication of a background investigation
• You must be registered for Selective Service, if applicable
• If selected, you may be required to complete a one year probationary period.
• You must meet all qualification requirements upon the closing date of this announcement.

Qualifications

MINIMUM QUALIFICATIONS

Under the updated Competency-Based Qualification Standard for the IT Management Series (2210), applicants must:

• Meet or exceed all required competencies at the minimum proficiency level, as described below; AND
• Have the required specialized experience for the GS-07/09/11 grades, as described below.

You may be considered ineligible and removed from further consideration for the position, if you fail to meet any of the criteria above.

COMPETENCIES- The Following Competencies Are Required

For the GS-07 and GS-09 grade levels

• 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 grade level

• 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.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
• Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• 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.

AND

In addition to the competencies described above, applicants must meet the Specialized Experience identified below:

GS-07:

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:

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:

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.

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/.

Education

Education is not qualifying for this series.

Additional information

Relocation Expenses: Payment of relocation expenses will not be authorized.

Relocation or Recruitment Incentives: Relocation or Recruitment incentives may be authorized if this position is determined to be difficult to fill, if supported by the skills of the selected candidate, and subject to the availability of funds.

Benefits:

The Department of Justice offers a comprehensive benefits package that includes, in part, paid vacation; sick leave; holidays; telework; life insurance; health benefits; and participation in the Federal Employees Retirement System.

Selective Service:

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Reasonable Accommodation Statement:

Federal Agencies must provide reasonable accommodation to applicants with disabilities, where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

EEO Statement/Policy:

The United States government does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. More information can be found here: https://www.justice.gov/jmd/media/1425556/dl?inline.

Political Appointees (Current or Former):

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 or Non-Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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.

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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.