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Vacancy Questions Preview

Vacancy Questions Preview

Grade: All Grades
* 1.Ability to apply knowledge of current IT trends and IT best practices in user support and desktop services**

Planned and implemented desktop computer systems that support local and network-based applications in a technically current environment (e.g., Windows XP, Vista, or 7; CD/DVD; multi-media systems and services; network printers and copiers; ghost imaging; data restoration while complying with security policies and procedures. This includes the following tasks: 1) conducted needs analysis and feasibility studies, 2) analyzed systems requirements, 3) defined user requirements, 4) developed overall functional and technical requirements and specifications, 5) researched and recommended desktop systems, 6) created test data sets, test plans, and test execution, 7) worked with users to test, debug, and integrate systems, 8) performed configuration management tasks, 9) assured desktop system quality and functionality, and 10) wrote and maintained system documentation.
  1. LED MULTIPLE user support and desktop services projects in a technically current environment as defined above. Have performed ALL OF THE ABOVE TASKS in planning, testing, and implementing new or existing user support and desktop systems.
  2. LED MULTIPLE user support and desktop services projects in a technically current environment as defined above. Have performed 1) THROUGH 7) OF THE ABOVE TASKS in planning, testing, and implementing new or existing user support and desktop systems.
  3. LED A user support and desktop services project in a technically current environment as defined above. Have performed AT LEAST SIX OF THE ABOVE TASKS in planning, testing, and implementing new or existing user support and desktop systems.
  4. None of the above.


* 2.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.


* 3.Ability to troubleshoot problems and make decisions**

Investigated, diagnosed, and resolved problems in a networked desktop environment. This included: 1) using appropriate tests and tools to locate and isolate the problem, 2) identifying possible solutions and taking appropriate action, and 3) advising and/or coaching junior staff in these processes.
  1. Has extensive lead experience in troubleshooting problems across a highly complex desktop environment (i.e., 1000 plus node network) for a division, including Tier 1 to Tier 3 desktop support. Serves as a formal mentor and expert resource for junior staff in resolving support issues or problems.
  2. Has lead experience in troubleshooting problems across a moderately complex desktop environment (i.e., 500 plus node network) for a business unit. Is sought out by junior staff for guidance in resolving support issues or problems.
  3. Has experience in troubleshooting problems across a complex desktop environment (i.e., 100 plus node network) for a section. Provides assistance to junior staff in resolving support issues or problems.
  4. None of the above.


* 4.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.


* 5.Knowledge of IT principles and practices**

Acquired knowledge of the principles, practices, and techniques of information technology, including 1) desktop systems development, 2) desktop configuration management, 3) hardware and software, 4) voice and data networks, 5) web-based applications, 6) business systems, 7) client/server, 8) systems management, and 9) systems integration.
  1. Acquired knowledge of the principles, practices, and techniques of ALL OF THE ABOVE, gained by having worked in a complex IT environment that included networked workstations, integrated applications, and hardware and software system development functions; or equivalent educational experience.
  2. Acquired knowledge of the principles, practices, and techniques of AT LEAST SEVEN OF THE ABOVE, INCLUDING 1) THROUGH 5) , gained by having worked in a complex IT environment that included networked workstations, integrated applications, and hardware and software system development functions; or equivalent educational experience.
  3. Acquired knowledge of the principles, practices, and techniques of information technology 1) THROUGH 5) ABOVE, gained by having worked in a complex IT environment that included networked workstations, integrated applications, and hardware and software system development functions; or equivalent educational experience.
  4. None of the above.


* 6.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.


* 7.Ability to conduct systems analyses and design

Planned, analyzed, and designed desktop systems to meet organizational and user needs, performed the following tasks: 1) conducted needs analyses to define opportunities for new or improved services; 2) identified user needs to develop technical requirements; 3) analyzed and developed migration strategies during the deployment or upgrade of new desktop systems, and 4) ensured the integration and implementation of applications, databases, networks, and desktop systems.
  1. As a team member, performed ALL tasks listed above in conducting systems analysis and design for large, complex desktop systems.
  2. As a team member, performed AT LEAST THREE of the tasks listed above in conducting systems analysis and design for complex desktop systems.
  3. As a team member, performed AT LEAST TWO of the tasks listed above in conducting systems analysis and design for complex desktop systems.
  4. None of the above.


* 8.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.


* 9.Ability to focus on the customer

Provided positive and professional service to customers by anticipating and recognizing their current and future needs, putting those needs first, and maintaining a professional image. This included meeting commitments to customers on time and keeping them informed; seeking and using customer feedback; and handling complaints effectively.
  1. As a lead IT customer support specialist, provided timely response to customer inquiries. Provided status of requests; resolved highly unusual, difficult, or sensitive requests or complaints; and recommended and implemented improvements to existing practices and procedures based on customer feedback.
  2. As an IT customer support specialist, provided status of requests; resolved unusual, difficult, or sensitive requests or complaints; and recommended and implemented improvements to existing practices and procedures based on customer feedback.
  3. As an IT customer support specialist, provided status of requests; recommended and implemented improvements to existing practices and procedures based on customer feedback.
  4. None of the above.


* 10.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.


* 11.Ability to interact collaboratively with others

Participated in multi-disciplinary teams engaged in information technology projects including user support elements. For example, participated in collaborative efforts involving application deployments, asset management, patch management, and information security.
  1. Played a key role in multiple, complex collaborative efforts involving user support elements with multi-disciplinary teams of employees and contractors.
  2. Played a key role in a collaborative effort involving user support elements with multi-disciplinary teams of employees and contractors.
  3. Participated in a collaborative effort involving user support elements with multi-disciplinary teams of employees and contractors.
  4. None of the above.


* 12.In the box below, provide a brief description of your specific experience, education, knowledge, and/or training that supports your choice to the previous question. Do not paste your resume here or state SEE RESUME. Failure to provide a brief narrative for any KSA statement will result in disqualification of your application from further consideration.
Maximum length of 8000 characters.