Position Summary:
The Department of Homeland Security (DHS) is calling on those who want to help protect American interests and secure our Nation. DHS Components work collectively to prevent terrorism; secure borders and our transportation systems; protect the President and other dignitaries; enforce and administer immigration laws; safeguard cyberspace; and ensure resilience to disasters. We achieve these vital missions through a diverse workforce spanning hundreds of occupations. Make an impact; join DHS.
When disaster strikes, America looks to the Federal Emergency Management Agency (FEMA). Now FEMA looks to you. Join our team and use your talent to support Americans in their times of greatest need. FEMA prepares the nation for all hazards and manages Federal response and recovery efforts following any national incident. We foster innovation, reward performance and creativity, and provide challenges on a routine basis with a well-skilled, knowledgeable, high performance workforce. Please visit www.fema.gov for additional information.
Key Responsibilities:
- 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.
- Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
- Providing customer support to resolve IT related issues; and
- Providing support in the management, operations, and maintenance of information systems, networks, IT services, and critical IT and communications infrastructure
- Evaluating or implementing alternate approaches to IT-based problems.
- Utilizing IT applications, operating systems, protocols, or equipment to provide automation support to customers;
- Interacting with and providing critical operational support to senior agency leadership and key representatives
- 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.
- Attention to Detail – Is thorough when performing work and conscientious about attending to detail.
- Communicating with internal and external stakeholders to resolve IT related issues.
- Analyzing customer requirements and serving as a liaison with customer organizations on all IT systems matters
- Assisting with information technology (IT) related issues;
- Planning and coordinating efforts to develop and deliver systems and services that are responsive to the needs of customer organizations
- Working in a customer support setting to identify technical problems or provide solutions;
Required Education & Experience:
- You qualify for this position at the IC-09 level if you possess the following: One full year of specialized experience equivalent to the next lower grade (GS-07) in the Federal Service. This experience may have been gained in the federal government, a state or local government, a non-profit organization, the private sector, or as a volunteer;
- You must successfully pass a background investigation.
- Combination of education and experience
- You qualify for this position at the IC-11 level if you possess the following: One full year of specialized experience equivalent to the next lower grade (GS-09) in the Federal Service. This experience may have been gained in the federal government, a state or local government, a non-profit organization, the private sector, or as a volunteer;
- You must be a U.S. citizen to be considered for this position.
- Travel will be required.
- 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.