Information Technology Specialist (Customer Support/Network Services)

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 under 26-NM-13070087-MS. *Special Rate Table #999B applies to GS-7 and GS-9.

Duties

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.

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 pro