IT Specialist

Summary

This position is situated within the United States Patent and Trademark Office (USPTO), End User Services Office (EUSO), Collaborative Services Division (CSD). As an IT Specialist in the Videoconferencing, Streaming and Operations Branch (VSOB), the incumbent supports enterprise videoconferencing systems, unified and streaming communications, webcasting, and new media technologies, while assisting senior specialists in delivering collaborative solutions across the Agency.

Duties

• The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. We need your expertise if: GS-09: You're energized by coordinating the setup and facilitation of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences, working with team leaders and support staff to deliver services based on customer requirements. You're committed to supporting the planning, design, development, and deployment of audio/visual, streaming, and collaboration systems, including the installation and day-to-day operational support of hardware in conference rooms, training rooms, large meeting spaces, and offices. You thrive on troubleshooting audio/visual and collaboration system issues by isolating problems, documenting findings, responding to service tickets, and proactively monitoring system health. You're excited to assist with end-user training, account management, activity reporting, and the development and maintenance of standard operating procedures and technical documentation. GS-11: You're passionate about planning and leading the technical coordination and facilitation of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences, consulting directly with customers to define requirements and translating them into effective delivery models. You excel at designing and implementing audio/visual, streaming, and collaboration systems and services, including analyzing customer requirements, determining optimal hardware and software configurations, and supporting the installation and operational maintenance of equipment across a variety of room types. You're driven to research and resolve difficult to complex audio/visual and collaboration system issues, developing new methods and approaches as needed, and working with product technical representatives to track and resolve significant problems. You're meticulous about developing end-user training materials, technical documentation, user guides, and standard operating procedures while managing collaboration system accounts and ensuring accurate records of technical issues and resolutions are maintained.

Qualifications

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Competency-Based Qualification Standard for the Information Technology Management Series, 2210 Applicants must meet the BASIC REQUIREMENTS of the College Graduate authority: Applicants must have received a baccalaureate or graduate degree from an institution of higher education and must apply no later than two years after the date the degree was received. OR Veteran who have completed a baccalaureate or graduate degree and were unable to apply within two years of obtaining their degree due to a uniformed service obligation of at least 4 years, may apply within two years of their discharge from uniformed service. Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be qualified for the GS-09 level, you must possess one full year (52 weeks) of specialized experience equivalent to the next lower grade level in the federal service. For this position, the next lower grade level is a GS-07. Specialized experience for this position includes: GS-09 Experience assisting with the setup, coordination, and technical support of virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences. Experience installing, operating, and maintaining audio/visual hardware and collaboration systems using established procedures. Experience troubleshooting routine audio/visual, streaming, or collaboration system issues, identifying problems, and escalating more complex issues when necessary. Experience providing routine end-user assistance, basic training, account support, and maintaining standard operating procedures or technical documentation. Basic Requirement Competencies: The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the competencies, as defined: Attention to Detail Customer Service Interpersonal Skills Reasoning Teamwork To be qualified for the GS-11 level, you must possess one full year (52 weeks) of specialized experience equivalent to the next lower grade level in the federal service: For this position, the next lower grade level is a GS-09. Specialized experience for this position includes: GS-11 Experience independently coordinating and providing technical coordination for virtual meetings, webcasts, online collaboration sessions, and audio/video teleconferences based on customer requirements. Experience independently installing, configuring, operating, and maintaining audio/visual hardware and collaboration systems across multiple meeting environments. Experience analyzing and resolving complex or non-routine audio/visual, streaming, or collaboration system problems, including identifying root causes and recommending corrective actions. Experience providing technical guidance and training end-users, managing user access or accounts, and developing or updating technical procedures and documentation. Basic Requirement Competencies: The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the competencies, as defined: Attention to Detail Customer Service Interpersonal Skills Problem Solving Teamwork Technical Competence 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.

Education

Education is required to establish eligibility under the College Graduate Hiring Authority; however, education may not be used in lieu of demonstrating the qualification competencies and specialized experience requirements.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 2 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Visit https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.