Summary There is one position that may be filled in the Denver, CO Field Office or Dallas, TX Field Office in the Division of Information Technology (DIT), Dallas Regional Office, of the Federal Deposit Insurance Corporation (FDIC) and provides IT support within the Regional, Area and Field Offices of the FDIC. Additional selections may be made from this vacancy announcement to fill identical vacancies that occur subsequent to this announcement. Responsibilities Responsible to manage and execute customer service related support activities. Inputs, as needed, acknowledges receipt of, and successfully resolves, customer IT service requests and incidents utilizing the FDIC’s ITSM tool. Serves as the IT coordinator of CIOO services and related delivery systems for customers located in FDIC Regional, Area or Field Offices. Exercises IT responsibility for a “resident office” and potentially other office locations which are visited as support is required. Provides customer support utilizing remote management and troubleshooting tools for a highly mobile workforce. Serves as the IT coordinator in the implementation of IT improvements, technical refresh initiatives, office relocations and renovations, and service implementations within FDIC locations. Manages, participates in and supports projects, as assigned, using standard IT project management principles and practices. Serves as project manager as needed. Supports, monitors, patches and implements changes associated with IT systems, hardware, software and services within their geographic area of responsibility. Has functional and operational responsibility for all IT equipment in the office. Ensures rigorous monitoring and application of FDIC IT security policies and practices associated with the delivery of customer support services. Serves as a team member of the CSSS that partners and collaborates with Headquarters, Regional and Field counterparts to identify, address and share solutions for issues that may arise with a wide array of systems and services supported by the section. Continuously monitors and analyzes the IT environment in order to propose changes to the infrastructure, computing platforms, applications, tools, practices and standard operating procedures based on operational and business needs. Provides guidance to customers with information concerning CIOO standards, policies and procedures. Requirements Conditions of Employment Completion Of Financial Disclosure May Be Required. Minimum Background Investigation (MBI) required Employee may be relocated to any duty location to meet management needs. THIS IS A TEMPORARY ASSIGNMENT NOT TO EXCEED SIX MONTHS. The selectee will be given a temporary promotion if eligible or be placed on a lateral detail if already serving at the advertised grade level on a permanent basis. If temporarily promoted, the temporary assignment may be ended earlier or extended for up to five (5) years based on management’s needs. It may also be made permanent without further competition. At the end of the temporary promotion (if temporarily promoted), the employee’s basic pay will be set at the rate received prior to being temporarily promoted, regardless of length of the temporary promotion. The pay rate shall be increased to reflect pay increases (if any) received while temporarily promoted, as long as the resulting rate does not exceed the new range maximum. Return Rights: If the duration of this temporary assignment is one (1) year or less, the employee will be returned to their permanent position of record. Return rights to the employee’s permanent position of record may be impacted if the temporary assignment lasts over one (1) year (including extensions beyond the initial appointment) and is in a different Division/Office. Office refers to the equivalent of a Division, not a geographic location. When both criteria apply, the temporary and permanent Division/Office must concur on the position to which the employee will be permanently returned to. If the employee’s permanent position of record is no longer available at the conclusion of the temporary assignment, the employee will be placed in a position that is comparable to his or her permanent position (i.e., same series, grade, and duty location). Employees will be notified of what their permanent placement will be prior to accepting temporary assignments that are longer than one (1) year or being extended beyond one (1) year. Change in Duty Location: If the duty location of this temporary assignment is different from the employee’s permanent duty location of record, the employee's duty location may be changed to the temporary duty location for the duration of the assignment if the temporary assignment lasts over one (1) year (including extensions beyond the initial appointment). Qualifications Qualifying experience may be obtained in the private or public sector. 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. Additional qualifications information can be found here. To qualify, applicants must have completed at least one year of specialized experience equivalent to at least the CG-12 grade level or above in the Federal service. Specialized experience is defined as experience troubleshooting and resolving hardware and software issues related to Microsoft Operating Systems and MS Office Suite; remote access capabilities; repairing laptops, desktops, and printers; imaging of workstations; and networking consisting of configuring and troubleshooting workstations to connect to wired and wireless networks. In addition to the minimum qualification requirements, IT positions must meet the below Basic Requirement: You must have Information Technology (IT)-related experience which demonstrates proficiency in each of the following competencies: 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. Applicants must have met the qualification requirements (including selective placement factors – if any) for this position within 30 calendar days of the closing date of this announcement. Education There is no substitution of education for the experience for this position. Additional Information Selectee(s) for this position will be required to report to their duty station office at least 1 day per pay period beginning January 2, 2024, and at their supervisor’s direction to support mission and project needs. In person reporting requirements are expected to increase in July 2024. The range of pay shown includes base pay plus supplemental locality adjustments. The locality rates for these duty locations range from a low of 26.91% to a high of 29.88%. Pay will vary by grade level and the locality rate for the geographic location where the selectee is located. For more on FDIC locality rates, click here. To read about your rights and responsibilities as an applicant for Federal employment, click here. If selected, you may be required to serve a probationary period. The duty location is determined upon selection.