Summary This is a competitive career development detail not to exceed 120 days. Multiple selections will be made. Detailee will be selected to serve for an initial 120 days period, which may be extended in increments of 120 days, up to one (1) year. The detail is tentatively scheduled to begin in May 2024. This is not a bargaining unit position. These detail hours are not considered production related for production award purposes. Responsibilities MAJOR DUTIES Technical Support (GS-11) Assists the AIT Branch and senior specialist in the supporting of developing of business requirements and creating support documentation for systems. Assist in testing, validation, and debugging to identify and address any potential issues proactively before deployment to end user with guidance from senior specialists. Serving as front-line support for systems to include account set up and troubleshooting, working with senior specialists on taking existing documentation to build a knowledge library and identify where quick reference guides are needed. Develops, and maintains guidance documents implementing new processes and procedures on how to accomplish business needs and tasks. Manages projects and assignments that involve the deployment, evaluation, and enhancement of IT systems being implemented in TTAB. Supporting specialists and management in delivering training and meetings by taking notes and ensuring questions and action items are captured. Advocates for solutions, highlighting inputs that influenced the decisions including business and user goals, demographic and usage data, and research findings. Troubleshoots systems processing issues and identifies user application issues. Technical Support (GS-12): In addition to GS-11 duties above Applies technical analysis to troubleshoot end users' issues and customer problems with TTAB's automated systems and databases. Technical Support (GS-13): In addition to GS-11 & GS-12 duties above Serves as the lead contact point for technical or interoperability issues with TTAB's critical IT systems by providing authoritative guidance to end-users of automated systems and documents complications encountered by end users. Customer Service Support Provides excellent customer service skills and understands customer needs and motivations both internally and externally. Assist in maintaining various mailboxes (TTAB Operation Support and TTAB Center items), FAQs & tech support webpage. Communicates clearly and effectively and works cooperatively with various staff positions within the AIT branch and other TTAB/Agency personnel on projects and tasks. Uses office software applications such as Word, PowerPoint, Adobe Acrobat, SharePoint, and XML and HTML editors to review, edit, and restructure technical documents. Other duties as assigned. This is a competitive career detail NTE one year. The detailee(s) will be selected for a minimum of 120 days which may be extended in 120 day increments up to, but no more than one year. This detail is expected to begin in May 2024. Priority for selection will be given to those qualified candidates who have not had a career development detail or those with the least amount of service within the last four (4) years. Except where supported and agreed upon, an employee shall not serve a second time in the same area. The detail is open to all eligible GS-11and GS-13 non-supervisory USPTO employee(s). When applying to this detail, please apply to your current grade level only. You will be selected at the grade of your position of record. Higher level pay for this detail assignment is not authorized. Detailee must be willing to work a full-time schedule while on detail. Remote position. Relocation expenses or temporary duty expenses (TDY) are not authorized and will not be paid. Primary duties can be performed remotely and/or on USPTO's Alexandria Campus. This is a non-bargaining unit position. These detail hours are not considered production related for production award purposes. Requirements Conditions of Employment Qualifications As indicated above, this detail is open to all current non-probationary GS-11, GS-12 and GS-13 USPTO employees with at least a Fully Successful rating of record. To be eligible for this position, you must possess. SPECIALIZED EXPERIENCE: Experience providing assistance and technical support for all types of issues affecting end users. Experience problem-solving complex technical issues and utilizing effective communication with diverse customers. Experience tracking and recognizing trending problems and identifying process improvement opportunities. Experience working with relational databases, reporting tools, and workflow products such as Oracle, SQL, Crystal reports, document content management applications, and Global 360 products. Education Additional Information NOTICE TO ALL APPLICANTS: U.S. Patent and Trademark Office programs are accessible to people with disabilities. This document will be converted to an appropriate alternative form for applicants with disabilities. Requests for this or other assistance and accommodation should be directed to the contact above.