Information Technology Generalist Administrator 1
Apply NowCompany: State of Pennsylvania
Location: Dauphin, PA 17018
Description:
Salary: $75,678.00 - $114,915.00 Annually
Location : Dauphin County, PA
Job Type: Civil Service Permanent Full-Time
Job Number: CSSC-2025-19441-01544
Department: Executive Offices
Division: EX OA Entrprs Tchlgy Srvs Off
Opening Date: 03/06/2025
Closing Date: 3/19/2025 11:59 PM Eastern
Job Code: 01544
Position Number: 00024705
Union: Non Union
Bargaining Unit: A3
Pay Group: ST09
Bureau / Division Code: 00812800
Bureau / Division: Enterprise Technology Services Office
Worksite Address: Forum Place - 555 Walnut Street
City: Harrisburg, Pennsylvania
Zip Code: 17101
Contact Name: Matthew Zyroll
Contact Phone: 717.836.3503
Contact Email: mzyroll@pa.gov
THE POSITION
Do you have the strong technical knowledge, communications and interpersonal skills necessary to effectively manage assigned staff serving as onsite information technology (IT) support? Join our team as an Information Technology Generalist Administrator 1 and participate in the supervision of the General Government Technology Services Office (GGTSO) Help Desk Division, reporting directly to the Chief Technology Officer of GGTSO. Take your IT career to the next level and help lead provision of excellent technical support for all of the Office of Administration consolidated agencies within the Capitol Complex!
DESCRIPTION OF WORK
In this position, you will be responsible for directing and managing personnel under the GGTSO Help Desk Division. This includes ensuring that your onsite team meets the customers' expectations and is available to take calls and work tickets in support of end users within the OA Consolidated Agencies, as well as identifying your team's training needs and providing or recommending training for staff members. Work also involves evaluating current and future demand on the network to recommend and justify upgrades and purchase decisions for tools, equipment, and other resources.
Our team will rely on you to serve as the liaison with service providers, business partners, other Commonwealth agencies, and the Office of Administration for network operational issues. Work includes driving a Commonwealth of Pennsylvania van as needed to facilitate IT support activities. You will participate in the resolution of on-going and critical issues assigned to your team, make decisions on the priority of issue resolutions, and interact with other IT functional areas to isolate and identify the cause of the problem and suggest steps to prevent future disruptions. Advance your IT career with us!
Interested in learning more? Additional details regarding this position can be found in the position description.
Work Schedule and Additional Information:
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:
Other Requirements:
Legal Requirements:
How to Apply:
Veterans:
Telecommunications Relay Service (TRS):
If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.
EXAMINATION INFORMATION
Learn more about our Total Rewards by watching this short !
See the total value of your benefits package by exploring our
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visit and click on the benefits box.
*Eligibility rules apply.
01
Selective Certification: Do you possess a current driver's license which is not under suspension?
02
If you answered yes, please provide your driver's license number and expiration date. If you answered no, type N/A in the text box below.
03
Do you have one or more years of experience as an Information Technology Generalist 2 while employed by the Commonwealth of Pennsylvania?
04
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
05
Do you have one or more years of experience as an Applications Developer 2 while employed by the Commonwealth of Pennsylvania?
06
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
07
Do you have one or more years of experience as a Database Analyst while employed by the Commonwealth of Pennsylvania?
08
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
09
Do you have one or more years of experience as an Information Security Specialist 1 while employed by the Commonwealth of Pennsylvania?
10
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
11
Do you have one or more years of experience as a Network Specialist 2 while employed by the Commonwealth of Pennsylvania?
12
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
13
How many years of full-time technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services do you possess?
14
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
15
Do you possess any graduate education in an Information Technology field?If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If you answer "Yes" to this question based on education acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.
For additional information on foreign education credentials, please visit and click on Other Information. You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.
16
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.
Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training. The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered. In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.
If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.
If you have general questions regarding the application and hiring process, please refer to our
17
WORK BEHAVIOR 1 - ANALYZING INFORMATION
Analyzes business and solution requirements, market trends, industry best practices, currently utilized technologies, and other technologies to develop technical system solutions and frameworks which meet business and solution requirements. Identifies risks and recommends alternative technologies or improvements to enhance information systems to support organizational goals.
Levels of Performance
Select the Level of Performance that best describes your claim.
18
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.The name(s) of the employer(s) where you gained this experience Your experience analyzing information to develop system solutions or frameworks and identifying associated infrastructure risks. Your level of responsibility
19
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.College/University Course Title(s) Credits/Clock Hours
20
WORK BEHAVIOR 2 - INCIDENT MANAGEMENT
Defines information technology incidents and problems, as well as their severity levels, to appropriately manage any issues. Manages all phases (identification, containment, remediation, and post-incident activities) of information technology incidents by identifying responsible information technology areas and coordinating and implementing action across the involved areas.
Levels of Performance
Select the Level of Performance that best describes your claim.
21
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.The name(s) of the employer(s) where you gained this experience The actual duties you performed related to incident management The types of incidents you managed Your level of responsibility
22
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.College/University Course Title(s) Credits/Clock Hours
23
WORK BEHAVIOR 3 - TECHNICAL ASSISTANCE
Troubleshoots and resolves information technology issues. Responds to escalated incidents by diagnosing and troubleshooting issues and works with technology subject matter experts and service providers to resolve issues. Provides guidance to users, managers, and other information technology professionals in information technology planning, design, implementation, operation, security, and quality assurance.
Levels of Performance
Select the Level of Performance that best describes your claim.
24
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.The name(s) of the employer(s) where you gained this experience Your experience troubleshooting and resolving information technology issues Your level of responsibility
25
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.College/University Course Title(s) Credits/Clock Hours
26
WORK BEHAVIOR 4 - DEVELOPING STANDARDS AND PROCEDURES
Develops and implements problem and incident management processes, standards, and procedures to meet business goals, support end-to-end integration, and ensure compliance with established security policies and procedures. Provides recommendations for changes as needed.
Levels of Performance
Select the Level of Performance that best describes your claim.
27
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.The name(s) of the employer(s) where you gained this experience The actual duties you performed related to developing standards and procedures The types of standards and procedures you developed Your level of responsibility
28
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.College/University Course Title(s) Credits/Clock Hours
29
WORK BEHAVIOR 5 - WRITTEN COMMUNICATION
Prepares technical or narrative documents such as status reports, or system designs and documents, or information technology evaluations. Authors narrative and analytical reports that convey system effectiveness in meeting business requirements.
Levels of Performance
Select the Level of Performance that best describes your claim.
30
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.The name(s) of the employer(s) where you gained this experience The actual duties you performed related to written communication The types of documents you prepared Your level of responsibility
31
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.College/University Course Title(s) Credits/Clock Hours
Required Question
Location : Dauphin County, PA
Job Type: Civil Service Permanent Full-Time
Job Number: CSSC-2025-19441-01544
Department: Executive Offices
Division: EX OA Entrprs Tchlgy Srvs Off
Opening Date: 03/06/2025
Closing Date: 3/19/2025 11:59 PM Eastern
Job Code: 01544
Position Number: 00024705
Union: Non Union
Bargaining Unit: A3
Pay Group: ST09
Bureau / Division Code: 00812800
Bureau / Division: Enterprise Technology Services Office
Worksite Address: Forum Place - 555 Walnut Street
City: Harrisburg, Pennsylvania
Zip Code: 17101
Contact Name: Matthew Zyroll
Contact Phone: 717.836.3503
Contact Email: mzyroll@pa.gov
THE POSITION
Do you have the strong technical knowledge, communications and interpersonal skills necessary to effectively manage assigned staff serving as onsite information technology (IT) support? Join our team as an Information Technology Generalist Administrator 1 and participate in the supervision of the General Government Technology Services Office (GGTSO) Help Desk Division, reporting directly to the Chief Technology Officer of GGTSO. Take your IT career to the next level and help lead provision of excellent technical support for all of the Office of Administration consolidated agencies within the Capitol Complex!
DESCRIPTION OF WORK
In this position, you will be responsible for directing and managing personnel under the GGTSO Help Desk Division. This includes ensuring that your onsite team meets the customers' expectations and is available to take calls and work tickets in support of end users within the OA Consolidated Agencies, as well as identifying your team's training needs and providing or recommending training for staff members. Work also involves evaluating current and future demand on the network to recommend and justify upgrades and purchase decisions for tools, equipment, and other resources.
Our team will rely on you to serve as the liaison with service providers, business partners, other Commonwealth agencies, and the Office of Administration for network operational issues. Work includes driving a Commonwealth of Pennsylvania van as needed to facilitate IT support activities. You will participate in the resolution of on-going and critical issues assigned to your team, make decisions on the priority of issue resolutions, and interact with other IT functional areas to isolate and identify the cause of the problem and suggest steps to prevent future disruptions. Advance your IT career with us!
Interested in learning more? Additional details regarding this position can be found in the position description.
Work Schedule and Additional Information:
- Full-time employment
- Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
- Telework: You may have the opportunity to work from home (telework) part-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
- Salary: In some cases, the starting salary may be non-negotiable.
- You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
QUALIFICATIONS
Minimum Experience and Training Requirements:
- One year as an Information Technology Generalist 2, Applications Developer 2, Database Analyst, Information Security Specialist 1, or Network Specialist 2 (Commonwealth job titles or equivalent Federal Government job title, as determined by the Office of Administration); or
- Five years of information technology experience that includes two years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services; or
- Three years of information technology experience that includes two years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and an associate's degree in any information technology field; or
- One year of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and a bachelor's degree in any information technology field; or
- An equivalent combination of experience and training.
Other Requirements:
- This particular position also requires possession of a valid driver's license.
- You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency.
- You must be able to perform essential job functions.
Legal Requirements:
- You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.
How to Apply:
- Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
- If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
- Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
- Failure to comply with the above application requirements may eliminate you from consideration for this position.
Veterans:
- Pennsylvania law (51 Pa. C.S. 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans' Preference tab or contact us at ra-cs-vetpreference@pa.gov.
Telecommunications Relay Service (TRS):
- 711 (hearing and speech disabilities or other individuals).
If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.
EXAMINATION INFORMATION
- Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
- Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
- Your score is valid for this specific posting only.
- You must provide complete and accurate information or:
- your score may be lower than deserved.
- you may be disqualified.
- You may only apply/test once for this posting.
- Your results will be provided via email.
Learn more about our Total Rewards by watching this short !
See the total value of your benefits package by exploring our
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visit and click on the benefits box.
*Eligibility rules apply.
01
Selective Certification: Do you possess a current driver's license which is not under suspension?
- Yes
- No
02
If you answered yes, please provide your driver's license number and expiration date. If you answered no, type N/A in the text box below.
03
Do you have one or more years of experience as an Information Technology Generalist 2 while employed by the Commonwealth of Pennsylvania?
- Yes
- No
04
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
05
Do you have one or more years of experience as an Applications Developer 2 while employed by the Commonwealth of Pennsylvania?
- Yes
- No
06
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
07
Do you have one or more years of experience as a Database Analyst while employed by the Commonwealth of Pennsylvania?
- Yes
- No
08
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
09
Do you have one or more years of experience as an Information Security Specialist 1 while employed by the Commonwealth of Pennsylvania?
- Yes
- No
10
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
11
Do you have one or more years of experience as a Network Specialist 2 while employed by the Commonwealth of Pennsylvania?
- Yes
- No
12
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
13
How many years of full-time technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services do you possess?
- 2 or more years
- 1 to less than 2 years
- Less than 1 year
- No experience
14
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
15
Do you possess any graduate education in an Information Technology field?If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If you answer "Yes" to this question based on education acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting and clicking the Evaluation Services Link.
For additional information on foreign education credentials, please visit and click on Other Information. You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.
- Yes
- No
16
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.
Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training. The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered. In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.
If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.
If you have general questions regarding the application and hiring process, please refer to our
- Yes
17
WORK BEHAVIOR 1 - ANALYZING INFORMATION
Analyzes business and solution requirements, market trends, industry best practices, currently utilized technologies, and other technologies to develop technical system solutions and frameworks which meet business and solution requirements. Identifies risks and recommends alternative technologies or improvements to enhance information systems to support organizational goals.
Levels of Performance
Select the Level of Performance that best describes your claim.
- A. I have experience analyzing information to develop system solutions or frameworks. I was responsible for identifying risks and recommending alternative technologies or improvements to enhance information systems.
- B. I have experience analyzing information to develop system solutions or frameworks and identifying associated infrastructure risks. Someone else was responsible for providing recommendations for alternative technologies or improvements to enhance information systems.
- C. I have successfully completed college-level coursework related to research methods or data analysis.
- D. I have NO experience or coursework related to this work behavior.
18
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
19
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
20
WORK BEHAVIOR 2 - INCIDENT MANAGEMENT
Defines information technology incidents and problems, as well as their severity levels, to appropriately manage any issues. Manages all phases (identification, containment, remediation, and post-incident activities) of information technology incidents by identifying responsible information technology areas and coordinating and implementing action across the involved areas.
Levels of Performance
Select the Level of Performance that best describes your claim.
- A. I have experience defining information technology incidents and problems. I was also responsible for managing all phases of incident response by coordinating and implementing action from all involved areas.
- B. I have experience managing all phases of incident response by coordinating and implementing action from all involved areas.
- C. I have experience managing incident response in a specific area or phase but was NOT responsible for the entire response; OR I have successfully completed college-level coursework related to incident management.
- D. I have NO experience or coursework related to this work behavior.
21
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
22
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
23
WORK BEHAVIOR 3 - TECHNICAL ASSISTANCE
Troubleshoots and resolves information technology issues. Responds to escalated incidents by diagnosing and troubleshooting issues and works with technology subject matter experts and service providers to resolve issues. Provides guidance to users, managers, and other information technology professionals in information technology planning, design, implementation, operation, security, and quality assurance.
Levels of Performance
Select the Level of Performance that best describes your claim.
- A. I have experience troubleshooting and resolving information technology issues. I was responsible for RESOLVING ALL LEVELS of technical questions and issues. I was the escalation point for complex issues referred by lower-level technicians.
- B. I have experience troubleshooting and resolving information technology issues. I was responsible for RESOLVING ROUTINE questions and issues but referred more complex technical issues to a higher-level technician for resolution.
- C. I have successfully completed college-level coursework related to information technology troubleshooting.
- D. I have NO experience or coursework related to this work behavior.
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In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
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If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
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WORK BEHAVIOR 4 - DEVELOPING STANDARDS AND PROCEDURES
Develops and implements problem and incident management processes, standards, and procedures to meet business goals, support end-to-end integration, and ensure compliance with established security policies and procedures. Provides recommendations for changes as needed.
Levels of Performance
Select the Level of Performance that best describes your claim.
- A. I have experience DEVELOPING information technology standards and procedures. I was responsible for IMPLEMENTING changes to these standards and procedures as necessary.
- B. I have experience IMPLEMENTING information technology standards and procedures, which were developed by someone else. I provided FEEDBACK AND RECOMMENDATIONS for changes to these plans and standards.
- C. I have successfully completed college-level coursework related to policy development.
- D. I have NO experience or coursework related to this work behavior.
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In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
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If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
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WORK BEHAVIOR 5 - WRITTEN COMMUNICATION
Prepares technical or narrative documents such as status reports, or system designs and documents, or information technology evaluations. Authors narrative and analytical reports that convey system effectiveness in meeting business requirements.
Levels of Performance
Select the Level of Performance that best describes your claim.
- A. I have experience preparing technical or narrative documents such as status reports, or system designs and documents, or information technology evaluations. I was RESPONSIBLE FOR THE FINAL DOCUMENT that conveyed customized information to the intended recipients.
- B. I have experience preparing technical or narrative documents such as status reports, or system designs and documents, or information technology evaluations. I was RESPONSIBLE FOR COMPILING A PORTION OF THE DOCUMENT, but someone else was responsible for the final version that conveyed customized information to the intended recipients.
- C. I have successfully completed college-level coursework related to business writing, technical writing, English composition, journalism, or communications.
- D. I have NO experience or coursework related to this work behavior.
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In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
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If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
Required Question