Information Technology Specialist (CUSTSPT) - NIAID - MP


Vacancy ID: 796985   Announcement Number: NIH-NIAID-MP-13-796985   USAJOBS Control Number: 332854300

Occupational/Assessment Questions:

Thank you for your interest in the Information Technology Specialist (CUSTSPT) (GS-2210-13) position at our agency. We will evaluate your resume and your responses to this Assessment Questionnaire to determine if you are among the best qualified for this position. Your responses are subject to verification. Please review your responses for accuracy before you submit this questionnaire.

1. Choose the one answer that best describes how you meet the basic qualification requirements for an IT Specialist (Customer Support) GS-2210-13 as described in the Qualifications Section of the Vacancy Announcement.

A. I qualify for this position at the GS-13 level because I have IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates that I possess each of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; 2. 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; 3. 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; 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations, AND, I have 1 year of specialized experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: providing technical support to customers which includes diagnosing and resolving the most difficult IT problems in response to customer reported incidents, researching and providing feedback on problematic trends and patterns in customer support requirements, developing and maintaining IT problem tracking and resolution database systems, and providing customer training in IT systems and applications.
B. My experience does not match the choice above.

The following section is used to determine your eligibility for appointment in the Federal Government or Status for referral consideration. Please respond yes or no to the following questions. FAILURE TO RESPOND TO THESE QUESTIONS WILL RESULT IN AN INELIGIBILE RATING. NOTE: You must submit the required documentation to verify your eligibility as indicated. Failure to provide the required documents WILL render you not eligible for consideration.

1. Reinstatement – I am a former Federal government employee who served as a civilian on a permanent competitive appointment. Please note: not all former Federal government employees are eligible for Reinstatement. For more information on who is eligible for Reinstatement, please visit the USAJobs Reinstatement Eligibility Page.

 

NOTE: If you select "yes" in response to this question, you MUST submit a copy of your separation Standard Form--50 (SF-50) and a copy of your most recent competitive career or career conditional SF-50 that reflects your highest grade held on a permanent basis. If you separated from Federal Government employment, you may obtain a copy of your SF-50 via Federal Records Center, National Archives and Records Administration, 111 Winnebago Street, St. Louis, MO 63118-4126, or visit The National Archives Page.

A. Yes
B. No

2. Status Candidate– I am a current Federal government employee, serving on a career or career-conditional appointment who has served at least 90 days after competitive appointment. NOTE:If you select "yes" in response to this question, you MUST submit a copy of your most recent competitive career or career conditional SF-50 that reflects your highest grade held on a permanent basis. You may obtain a copy of your SF-50 from your HR Office or, if you are an HHS employee, from the eOPF Page. If you separated from Federal Government employment, you may obtain a copy of your SF-50 via Federal Records Center, National Archives and Records Administration, 111 Winnebago Street, St. Louis, MO 63118-4126 or visit The National Archives Page.

 

Status Candidate– I am a current Federal government employee, serving on a career or career-conditional appointment who has served at least 90 days after competitive appointment.

 

NOTE: If you select "yes" in response to this question, you MUST submit a copy of your most recent competitive career or career conditional SF-50 that reflects your highest grade held on a permanent basis. You may obtain a copy of your SF-50 from your HR Office or, if you are an HHS employee, from the eOPF Page. If you separated from Federal Government employment, you may obtain a copy of your SF-50 via Federal Records Center, National Archives and Records Administration, 111 Winnebago Street, St. Louis, MO 63118-4126 or visit The National Archives Page.

A. Yes
B. No

3. The Veterans Employment Opportunities Act (VEOA)– I am an individual who is eligible for VEOA. The Veterans Employment Opportunities Act (VEOA) of 1998 provides that agencies must allow preference eligibles or eligible veterans to apply for positions announced under merit promotion procedures when the agency is recruiting from outside its own workforce.

 

To be eligible for consideration under VEOA, you must: Be a preference eligible, OR a veteran separated from the armed forces after three or more years of continuous active service performed under honorable conditions. Veterans released shortly before completing a three-year tour are eligible. ("Active service" defined in title 37, United States Code, means active duty in the uniformed services and includes full-time training duty, annual training duty, full-time National Guard duty, and attendance, while in the active service, at a school designated as a service school by law or by the Secretary of the military department concerned.).

 

NOTE: If you select "yes" to this statement, you must submit a copy of your DD Form 214 documenting final military discharge, release, or retirement (your DD Form 214 must reflect the dates of service, character of discharge, and time lost, if any).

 

Please visit the VetGuide Page for more information on VEOA.

A. Yes
B. No

4. Veterans Recruitment Appointment (VRA)– I am an individual who is eligible for appointment under the VRA authority.

 

The VRA is a special authority by which agencies can appoint eligible veterans without competition to positions at any grade level through General Schedule (GS) 11 or equivalent.

 

To be eligible for appointment under VRA, you must: Be a disabled veteran; OR a veteran who served on active duty in the Armed Forces during a war declared by Congress or in a campaign or expedition for which a campaign badge has been authorized; OR a veteran who, while serving on active duty in the Armed Forces, participated in a military operation for which the Armed Forces Service Medal was awarded; OR I have separated from active duty within the past three years under honorable conditions.

 

NOTE: If you select "yes" in response to this question, you must submit copies of DD-214s and proof of any preference eligibility along with your application/resume package.

 

Please visit the the VetGuide Page for more information on VRA.

A. Yes
B. No

5. 30% Disabled Veteran– I am a disabled veteran rated by the Department of Veterans Affairs (VA) as having a compensable service-connected disability of 30 percent or more; OR a disabled veteran who retired from active military service with a disability rating of 30 percent or more, and my discharge was under conditions other than dishonorable.

 

NOTE: If you select "yes" in response to this statement, you must submit a copy of your DD Form 214 documenting final military discharge, release or retirement (your DD Form 214 must reflect the dates of service, character of discharge, and time lost, if any) and an official statement, dated 1991 or later, from the Dept of Veterans Affairs (VA), or from a branch of the Armed Forces, certifying that you have a service-connected disability of 30% or more along with your application/resume package.

 

Please visit the the VetGuide Page for more information on non-competitive appointments for 30% or more disabled veterans.

A. Yes
B. No

6. Schedule A (Individuals with Disabilities)– I am an individual who has a permanent, severe physical, psychiatric, or mental impairment that substantially limits one or more major life activities, and wish to be considered non-competitively.

 

NOTE: If you select "yes" in response to this question, you must submit Proof of Disability. If you are selected, you will be asked to provide a Certificate of Job Readiness. You can obtain this documentation from a licensed medical professional; licensed vocational rehabilitation specialist (State or private); or any Federal agency, State agency, agency of the District of Columbia, or a U.S. territory that issues or provides disability benefits.

 

For more information on this hiring flexibility, please visit the USAJobs Individuals with Disabilities Page.

A. Yes
B. No

7. Non-Competitive (Other)– I am eligible to be considered under a special non-competitive appointing authority (e.g., Peace Corps volunteer service, current career Postal Service personnel, conversion from service in the Presidential Management Fellows Program, Commissioned Corps, etc.) that was established by law or Executive Order.

 

NOTE: If you select "yes" in response to this question, you must submit a copy of your non-competitive eligibility documentation to receive consideration.

A. Yes
B. No

If you answered "yes" to the previous question, please enter the type of non-competitive eligibility you are claiming.

8. Interagency Career Transition Assistance Plan (ICTAP)/Career Transition Assistance Plan (CTAP)

 

I am a current or former federal employee displaced from a position in a federal agency (e.g., IRS, VA, Dept of Labor, etc.) in the same local commuting area of the vacancy. I have a current (or last) performance rating of record of at least fully successful or the equivalent. Applicants eligible under ICTAP/CTAP are provided priority selection for vacancies within the local commuting area for which they apply and are well qualified.

 

NOTE: If you select "yes" in response to this question, you must submit copies of the appropriate documentation, such as a reduction in force (RIF) separation notice, a SF-50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. You must also submit documentation to reflect your current (or last) performance rating of record.

 

For more information on ICTAP/CTAP, please visit The Employee's Guide to Career Transition Page.

A. Yes
B. No

For each task in the following group, choose the statement from the list below that best describes your experience and/or training.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing the task, but have not yet performed it on the job.
C- I have performed this task on the job. My work on this task was monitored closely by a supervisor or senior employee to ensure compliance with proper procedures.
D- I have performed this task as a regular part of a job. I have performed it independently and normally without review by a supervisor or senior employee.
E- I am considered an expert in performing this task. I have supervised performance of this task or am normally the person who is consulted by other workers to assist them in doing this task because of my expertise.

1. Diagnose IT problems in response to customer reported incidents.

2. Resolve IT issues in response to customer reported incidents.

3. Research and evaluate problem trends and patterns in customer support requests.

4. Maintain problem tracking and resolution databases to document requests for service.

5. Develop problem tracking and resolution databases for the collection of data.

6. Perform in-depth technical analysis necessary to resolve a wide range of critical emergency hardware and/or software outages.

7. Perform debugging for system problems.

8. Develop performance requirements for delivering customer service.

9. Develop customer support policies and procedures, for use in providing customer service.

10. Ensure the application of information security policies, principles, and practices in the delivery of customer support services.

11. Perform Installation, configuration, and troubleshooting on system hardware and software to diagnose and resolve problems.

12. Develop service level agreements that define requirements and expectations for the delivery of customer support services.

13. Develop performance criteria to ensure customer requirements are achieved.

14. Implement performance criteria to ensure customer requirements are achieved.

15. Provide IT support for desktop hardware and software systems.

16. Perform server operation and maintenance duties and functions.

17. Ensure that data backup and recovery systems are operational and up to date.

18. Ensured daily continuity of IT operational systems.

19. Perform database management and optimization duties and functions.

20. Provide technical support for Asynchronous Enhanced Discussion (AED) and/or Video Enhanced Discussion (VED) devices.

21. Troubleshoot and provide maintenance service on office productivity tools (i.e., email, database, copier, printer, etc.).

22. Perform duties and functions for network systems support.

23. Provide support services for telecommunication systems.

24. Oversee IT security monitoring and response to incidents.

25. Set up user accounts, giving adequate access permissions, and resetting passwords.

26. Manage IT training for subordinate staff members.

27. Develop plans and schedules for installation and implementation of new systems.

28. Define post-implementation requirements for customer support.

29. Analyze customer requirements for systems.

30. Define milestones and deliverables for IT projects.

31. Estimate resource requirements, including budget, Human Resources, and equipment needed to accomplish goals.

For the following questions, please indicate YES or NO to best describe your experience and/or training.

32. Have you led IT systems development projects to meet customer requirements?

A. Yes
B. No

For each task in the following group, choose the statement from the list below that best describes your experience and/or training.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing the task, but have not yet performed it on the job.
C- I have performed this task on the job. My work on this task was monitored closely by a supervisor or senior employee to ensure compliance with proper procedures.
D- I have performed this task as a regular part of a job. I have performed it independently and normally without review by a supervisor or senior employee.
E- I am considered an expert in performing this task. I have supervised performance of this task or am normally the person who is consulted by other workers to assist them in doing this task because of my expertise.

33. Perform research and analysis of new workstation equipment to ensure network compatibility.

34. Perform research and analysis of new software to ensure network compatibility.

35. Perform feasibility and cost benefit analysis on new products.

36. Perform performance and compatibility testing on new products.

37. Make recommendations for future implementation of IT products and services to management.

38. I certify that, to the best of my knowledge and belief, all of the information included in this questionnaire is true, correct, and provided in good faith. I understand that if I make an intentional false statement, or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be cancelled, I may be denied an appointment, or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand that any information I give may be investigated. I understand that responding "No" to this item will result in my not being considered for this position.

A. Yes, I certify that the information provided in this questionnaire is true, correct and provided in good faith, and I understand the information provided above.
B. No, I do not certify/understand the information provided above.