It Specialist (Delivery Liaison/Operations) (Infosec)

Summary
This position is located in the Office of the Managing Director (OMD), Office of the Chief Information Officer (OCIO), Technology Delivery Group, Federal Communications Commission (FCC), located in Washington, DC.
RELOCATION EXPENSES WILL NOT BE PAID.
THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.
This job is open to

• Individuals with disabilities
• Federal employees - Competitive service
  Current or former competitive service federal employees.
• Federal employees - Excepted service
  Current excepted service federal employees.
• Career transition (CTAP, ICTAP, RPL)
  Federal employees who meet the definition of a "surplus" or "displaced" employee.
• Land & base management
  Certain current or former term or temporary federal employees of a land or base management agency.
• Military spouses
• Native Americans
  Native Americans or Alaskan Natives with a tribal affiliation.
• National Guard & reserves
  Current members, those who want to join or transitioning military members.
• Family of overseas employees
  Family members of a federal employee or uniformed service member who is or was, working overseas.
• Peace Corps & AmeriCorps Vista
• The public
  U.S. Citizens, Nationals or those who owe allegiance to the U.S.
• Special authorities
  Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
• Veterans

Clarification from the agency
OPEN TO THE PUBLIC - Open to all U.S. Citizens. Individuals who typically apply for positions under other authorities may also apply competitively to this position. (e.g. VRA, Schedule A, Peace Corps, Students, Recent Graduates, Military Spouses, National Guard, Indian Preference, Land Management, Family of Overseas Employees, Federal Employees, Agency Employees, ICTAP) Non-citizens may be eligible for this excepted service position under certain circumstances.
Duties
The incumbent will be responsible for:

• Ensure the BDC infrastructure and its services are up and running meeting predefined Service Level Agreements (SLAs) or establishing SLA's that do not exist, ensuring daily IT operations and service delivery are properly executed, developing infrastructure and capacity plans to meet business growth, managing infrastructure projects, applying policies / rules and promoting them across the team, managing IT Helpdesk, Deskside Support, Hardware/Software, and Tier 2, 3 and 4 support. This person will exercise as a guiding consultant advising IT Leadership on the Tier 1 - 3 teams (Tier 1&2 lead, AV Tech, etc.).
• Identify stakeholder needs and oversee the delivery of the services within the context of IT business.
• Develop, enhance, and implement IT Operational delivery foundations by establishing processes, as it relates to Broadband Data Collection (BDC) and FCC's Bureaus, and providing consistently high levels of customer service in a cost-effective manner.
• Establish a positive relationship with customers, determining ways to reduce the cost without impacting customer satisfaction, and assessing customer feedback to improve and/or refine services to provide continual service improvements.
• Leverage existing capabilities (e.g., ServiceNow ITSM) and agencies IT tools to create a streamlined and data driven service experience, automate workflow enhancements, improve infrastructure real-time visibility, and increase the overall productivity of BDC and FCC's IT Support team.
• Develop recommendations for and participates with other Agency IT Subject Matter Experts in the assessment of emerging technologies for the enhancement of information security; and information assurance enforcement, analysis, and monitoring, as well as off-the shelf technologies that may enhance capabilities of existing BDC applications and systems.
• Analyze BDC network and operational requirements. Reviews, analyzes, and articulates the telecommunications (local area network (LAN) and wide area network (WAN) to support production requirements for the Agency.
• Provide BDC end-user connectivity to the Agency telecommunications environment utilizing reallocated or newly procured resources.
• Configure and Service delivery, support and align technical and business stakeholder to mitigate technical issues.
• Analyze network workload and monitors network capacity and performance. Utilizes site visits and remote diagnostic tools to review network traffic patterns and other workload factors. Continuously reviews network metrics to ensure network performance meets required service levels. Creates and monitors network alarms to proactively address interruptions or degradation of service. Allocates and/or reallocates bandwidth to meet changes in network demand. Diagnoses and resolves network problems. Determines the technical solutions to restore service to network users.
• Install, test, maintains, and upgrades network operating systems software. Evaluates the impact of the upgrades on network functionality and maintainability and determines implementation approach having minimal impact on network users. Develops network backup and recovery procedures and establishes alternate sources of support. Enhances service delivery support and collaboration between technical stakeholders.
• Monitor and evaluates compliance with IT policies and procedures in the development of information systems. Manages, deploys, maintains, and configures and troubleshoots the FCC enterprise-wide information security systems and components.
• Collaborate with IT Security in the development and implementation of remediation procedures, reporting and responding to security incidents.
• Support and troubleshoots services within the Cloud (AWS, Azure, etc.) and participates and/or in consultation with senior management assesses, evaluates and troubleshoots complex and controversial IT issues/problems and/or fault isolates failures of computer system hardware, software, and/or communications software and associated devices, modems, controllers, and takes corrective action by replacing deficient device (s), component part (s), correcting software failure, or executing contracts for maintenance service. Displays expertise in use of trouble shooting techniques using diagnostic and test equipment used to fault isolate equipment.

Requirements
Conditions of Employment

• US Citizenship.
• Suitable for employment as determined by a background investigation.
• Serve a probationary period of one year, if applicable.
• Males born after 12/31/59 must be registered with Selective Service.
• Financial disclosure statement may be required upon assuming the position.

Please note your resume must thoroughly support your responses to the vacancy questions. Your resume is an integral part of the process for determining if you meet the basic qualifications of the position and determining if you are to be among the best qualified.
Qualifications
Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Time in grade restrictions do not apply to Direct Hire procedures.
Basic Requirements: Individuals must have IT-related experience demonstrating each of the four competencies listed below:
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.
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.
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
AND
GS-12
In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-11 level in the Federal service. Specialized experience is defined as follows:
1. Experience applying a wide variety of applications, operating systems, protocols, and equipment used in customer support sufficient to receive, respond to, and ensure complete resolution of IT issues.
2. Experience supporting and troubleshooting services within the Cloud (AWS, Azure, etc.).
3. Experience navigating interrelated computer technical specialty areas (e.g. LAN and/or Network management; information and telecommunications networking; applications systems design; systems software; computer hardware configuration, design, and analysis; IP requirements analysis and acquisitions).
4. Experience providing reviews and making recommendations to the enhancement of information security systems.
GS-13
In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-12 level in the Federal service. Specialized experience is defined as follows:
1. Experience managing leading or overseeing IT help desk(s) and ensuring daily IT operations and service delivery is properly executed for Tier 2, 3 and 4.
2. Experience with database Administration with hands-on expertise in setup, configuration, security, and support specifically for Oracle, SQL Server, Postgres, and Cloud with special focus on AWS and Azure Platform as a Service (PaaS).
3. Experience developing IT workflow maps and processes to find and identify and implement efficiencies and providing guidance to specialists involved in life cycle management of computer systems.
4. Experience navigating interrelated computer technical specialty areas (e.g. LAN and/or Network management; information and telecommunications networking; applications systems design; systems software; computer hardware configuration, design, and analysis; IP
requirements analysis and acquisitions)
5. Experience providing advice on and applying IT security issues, principles, methods and procedures to receive, respond to, and ensure complete resolution of a variety of complex problems.
PART-TIME OR UNPAID 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.
Education
Any/all educational requirements (if applicable) are listed and outlined within the "Qualifications" section.
Additional information
EEO Policy Statement
Reasonable Accommodation Policy Statement
Veterans Information
Legal and Regulatory Guidance
Other:
- Before hiring, an agency will ask you to complete a Declaration for Federal Employment to determine your suitability for Federal employment and to authorize a background investigation. The agency will also ask you to sign and certify the accuracy of all the information in your application. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be fined or jailed. If you are a male over age 18 who was born after December 31, 1959, you must have registered with the Selective Service System (or have an exemption) to be eligible for a Federal job.
- If applicable, you will be required to serve a trial period of one year.
- In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial disclosure statement upon assuming the position.
*NOTE-This position is in the bargaining unit. The exclusive representative is NTEU Chapter 209.

• Benefits
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  The FCC offers a wide range of employee benefits, including:
  Health Insurance
  Life Insurance
  Dental & Vision Insurance
  Flexible Spending Accounts
  Long-Term Care Insurance
  Holidays and Leave
  Retirement
  Thrift Savings Plan
  Transit Benefit
  Alternative Work Schedule
  Telecommuting
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
All applicants will be rated on the extent and quality of experience and education relevant to the duties of the position. The FCC determines the BEST QUALIFIED CANDIDATES based upon whether or not all of the qualification requirements have been met (education, basic experience requirements and specialized experience requirements).
As this position is being advertised under Direct Hire procedures, veterans preference does not apply.
A selecting official may make a selection from the list of candidates who are deemed as "Best Qualified".
Applicants under Merit Promotion will be considered in accordance...