IT Specialist (CustSpt)

U.S. Department of the Interior; Cornish Flat (NH); On-site; USD 40,000 - 70,000; Full time

Job summary

An established federal agency is seeking a dedicated individual to join their team at a historic national park. This full-time position offers the opportunity to support customer service initiatives and assist in resolving technical issues in a picturesque rural setting. The role involves collaborating with specialists, providing guidance, and ensuring smooth operations across multiple locations. If you are passionate about public service and technology, this position is a chance to make a meaningful impact while enjoying the beauty of New Hampshire's natural landscape.

Qualifications

• Experience in customer support activities and resolving desktop computer issues.
• Proficiency in providing training related to IT systems and software.

Responsibilities

• Assist customers in resolving routine problems and maintaining tracking systems.
• Install, configure, and troubleshoot hardware and software components.

Skills

Customer Service

Problem Solving

Attention to Detail

Oral Communication

Education

Graduate level education in relevant fields

Bachelor's degree in computer science or related field

Tools

Ticketing systems

Desktop computers

Software installation and configuration

Job description

This position is located in Saint-Gaudens National Historical Park, in the Administration Division. This is a permanent full-time position with promotion potential to the GS-11 level.

Duties

This position is duty stationed in Cornish, New Hampshire, at Saint-Gaudens National Historical Park. The position supports employees located at Saint-Gaudens National Historic Park in Cornish, NH; Marsh-Billings-Rockefeller National Historical Park in Woodstock, Vermont; Springfield Armory National Historic Site in Springfield, Massachusetts; Coltsville National Historical Park in Hartford, Connecticut and Weir Farm National Historical Park in Wilton, CT. Travel between the parks is expected 1-4 days per month.

Provides assistance and support for assignments and projects relative to the delivery of customer support services. Assists higher-graded specialists in identifying and resolving issues and problems as they arise. At this developmental level assists others by performing specific tasks associated with the following:

1. Assists customers in resolving routine recurring problems. Updates and maintains problem tracking/ticketing systems to track and identify customer needs.
2. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components.
3. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
4. Participates in internal meetings, sharing information, and assisting higher graded specialists in preparing for such meetings.
5. Providing routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security.

The position is located in Cornish, New Hampshire, which is a rural area. The nearest community is Windsor, Vermont, which is three miles away. Windsor has a population of approximately 3,500 and amenities such as a hospital, churches, restaurants, stores, transportation, etc. Larger nearby communities include Lebanon, NH (11 miles north) and Claremont, NH (10 miles south). Lebanon and Claremont both have all standard services and amenities. Hanover, NH, home of Dartmouth College, is a college town with a variety of amenities. Woodstock, Vermont, is located approximately 25 minutes from Cornish. Woodstock is a picturesque New England village with a historic downtown area. Temperatures in the area range from -10 F to +40 F in the winter and +50 F to +95 F in the summer. Precipitation is approximately 35 inches annually.

Saint-Gaudens NHP, New Hampshire's only national park consists of 190 acres including the home (Aspet), gardens, and studios of Augustus Saint-Gaudens (1848-1907). As one of America's foremost sculptors, he is best known for his public monuments including the Sherman and Farragut monuments in New York City, the Shaw Memorial in Boston, MA, the Standing and Seated Lincoln Memorials in Chicago, IL, as well as the 1907 ten and twenty dollar gold coins and over 100 portrait reliefs. Aspet was his summer residence from 1885-1897, and his permanent home from 1900 until his death in 1907. In partnership with the Saint-Gaudens Memorial, the site promotes the arts through exhibitions, special events, and programs as a living tribute to the sculptor. Located in Cornish, New Hampshire, the site is one of only two national parks dedicated to a visual artist. There are two hiking trails that explore the park's natural areas. For more information about this park, visit www.nps.gov/saga.

Requirements

Qualifications

All qualifications must be met by the closing date of this announcement-08/31/2023-unless otherwise stated in this vacancy announcement.

This is an open continuous vacancy announcement. Applicants will be referred periodically throughout the announcement period. Final application disposition will be completed once the position has been filled or the announcement reaches the end of the open period stated in the announcement. The first cut-off date is 11:59 pm (EST), June 1, 2023. NOTE: all application materials and assessments must be completed by the cutoff date to be considered.

Credit will be given for all appropriate qualifying experience. To receive credit for experience, your resume MUST clearly indicate the nature of the duties and responsibilities for each position, starting and ending dates of employment (month/year), and the resume must reflect full and/or part-time or total number of hours worked (i.e., work 40+ hours a week, rather than indicating full-time). If part-time, the hours must be annotated to be able to pro-rate the amount of qualified specialized experience.

To qualify for this position at the GS-7 grade level, you must possess at least one of the following minimum qualifications by close of the announcement:

1. EXPERIENCE: At least one full year of specialized experience comparable in scope and responsibility to the GS-5 grade level in the Federal service (obtained in either the public or private sectors). This experience includes providing assistance and support in coordinating customer support activities sufficient to receive, respond to and ensure complete resolution of desktop computer issues; providing routine advice, guidance and training related to software, IT systems or equipment to enhance customer knowledge, as well as to prevent recurring help desk inquiries; -AND- must show proficiency related to Attention to Detail; Customer Service; Oral Communication, and Problem Solving. You must include hours per week worked.
2. -OR-EDUCATION: Successful completion of at least 1 full year of graduate level education, -OR- Superior Academic Achievement in computer science, information systems management, information science, engineering, mathematics, operations research, statistics, or technology management or degree field that provided a minimum of 24 semester hours in one or more of the fields identified above. You must include transcripts.
3. -OR- Successful completion of a combination of education and experience as described above. You must include transcripts.

Volunteer Experience: 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.

About the company

The United States Department of the Interior is a federal executive department of the U.S. government. It is responsible for the management and conservation of most federal lands and natural resources, and the administration of programs relating to Native Americans, Alaska Natives, Native Hawaiians, territorial affairs, and insular areas of the United States, as well as programs related to historic preservation. About 75% of federal public land is managed by the department, with most of the remainder managed by the United States Department of Agriculture's United States Forest Service. The department was created on March 3, 1849.