This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/767572200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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Summary
This position is part of the Haskell Indian Nations University, Bureau of Indian Education (BIE). As an IT Specialist (Customer Support) you will be responsible for planning and carrying out difficult and complex assignments in the delivery of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches; and providing advice and guidance on a wide range and variety of complex IT issues.
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Overview
- Reviewing applications
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Open & closing dates
12/22/2023 to 01/08/2024
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Salary
$70,103 - $91,131 per year
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Pay scale & grade
GS 11
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Location
1 vacancy in the following location:
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Remote job
No
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Telework eligible
No
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Travel Required
Occasional travel - You may be expected to travel for this position.
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Relocation expenses reimbursed
No
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Appointment type
Permanent
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Work schedule
Full-time
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Service
Competitive
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Promotion potential
None
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Job family (Series)
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Supervisory status
No
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Security clearance
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Drug test
No
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Position sensitivity and risk
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Trust determination process
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Announcement number
BIE-12243554-24-JCJ DE
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Control number
767572200
Help
This job is open to
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The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
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Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
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Native Americans
Native Americans or Alaskan Natives with a tribal affiliation.
Clarification from the agency
INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (Title 25, USC, Section 472). Verification Form BIA-4432 must be submitted with the application if claiming Indian Preference. Indian preference eligibles may be appointed under the Excepted Service Appointment Authority Schedule A, 213.3112(A)(7).
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Duties
As an IT Specialist (Customer Support) GS-2210-11, your typical work assignments may include the following:
- Researching and providing responses to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.
- Diagnosing and resolving difficult and complex problems in response to customer reported incidents.
- Providing advice and assistance to minimize interruptions to critical business activities.
- Researching, evaluating, and providing feedback on incident and request trends and patterns in customer support requirements and recommending new tools to enhance delivery of customer requirements.
- Ensuring application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
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Requirements
Conditions of Employment
- US CITIZENSHIP REQUIRED
- BACKGROUND INVESTIGATION WILL BE REQUIRED FOR ALL HIRES
- APPOINTMENT MAY BE SUBJECT TO A 2 YEAR TRIAL OR 1 YEAR PROBATIONARY PERIOD
- VALID STATE-ISSUED DRIVERS LICENSE IS REQUIRED
- SELECTIVE SERVICE REGISTRATION IS REQUIRED FOR MALES BORN AFTER 12/31/1959
Qualifications
Applicants must meet the qualification requirements contained in the OPM Standards. For this position, they are listed below.
BASIC REQUIREMENTS:
This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.
Education: All academic degrees and coursework must be from accredited or pre-accredited institutions
Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
Education: Ph.D. or equivalent doctoral degree or- 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree
-OR-
Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
SPECIALIZED EXPERIENCE: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. This experience is related to the work of the position and equivalent to at least the GS-09 level in the Federal service. Examples include: Planning and carrying out difficult and complex assignments in the delivery of customer support services; Interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member; Providing advice and guidance on a wide range and variety of complex IT issues; Evaluating and recommending new or enhanced approaches to delivering IT services; Analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
Only experience and education obtained by the closing date of this announcement will be considered.
BASIC REQUIREMENTS:
This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.
Education: All academic degrees and coursework must be from accredited or pre-accredited institutions
Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
Education: Ph.D. or equivalent doctoral degree or- 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree
-OR-
Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
- 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.
SPECIALIZED EXPERIENCE: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for the occupation in the organization. This experience is related to the work of the position and equivalent to at least the GS-09 level in the Federal service. Examples include: Planning and carrying out difficult and complex assignments in the delivery of customer support services; Interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member; Providing advice and guidance on a wide range and variety of complex IT issues; Evaluating and recommending new or enhanced approaches to delivering IT services; Analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements.
Only experience and education obtained by the closing date of this announcement will be considered.
Education
EDUCATION: Transcripts MUST be uploaded and electronically linked from USAJOBS at the time you apply and MUST include identifying information to include School Name, Student Name, credit hours, major, and grade-point average or class ranking, degree and date awarded. All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education.
Applicants are responsible for providing documentation that the educational requirements have been met. To qualify based on education you must submit a legible copy of your transcripts. Official transcripts are required upon selection if you qualified based on education.
Education must have been obtained from an accredited or pre-accredited institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Education completed in foreign colleges or universities may be used to meet the above requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States.
For further information on creditable education visit:
https://www.ed.gov/accreditation?src=rn
http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html
Additional information
Career Transition Assistance Programs: CTAP/ICTAP provides placement assistance to permanent Federal employees who are surplus, displaced, or involuntarily separated. Applicants claiming CTAP/ICTAP eligibility must submit a copy of their most recent performance appraisal, proof of eligibility, and most current SF-50 noting position, grade level, and duty location with their application. To be considered under CTAP/ICTAP, applicants must be well-qualified (i.e., meet the minimum qualification requirements, including any selective placement factors; education, and experience requirements), score at least 85 on the assessment questionnaire, and be able to perform the duties of the position upon entry. For more information visit: http://www.opm.gov/rif/employee_guides/career_transition.asp
If you are a veteran with preference eligibility and you are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form.
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.
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.
Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
- Attention to Detail
- Customer Service
- Oral Communication
- Problem Solving
- Systems Integration
If you meet the minimum qualifications requirements for this position, your application will be evaluated and rated under Category Rating selection procedures. Once the application process is complete, a review of your qualifications will be conducted to determine if you are qualified for this job. Qualified candidates will be assigned to a quality category. The quality categories are: Best Qualified, Well Qualified, or Qualified. Within each of these categories, applicants eligible for veteran's preference will receive selection priority over non-preference eligible.Please note that if, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your category rating can and will be adjusted to more accurately reflect your abilities, or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.
- Best Qualified: Applicants that possess all of the job related competencies identified as important for successful job performance.
- Well Qualified: Applicants that possess a majority (i.e., more than half but not all) of the job related competencies needed for successful job performance.
- Qualified: Applicants meet the basic eligibility and minimum qualification requirements but do not meet the definition of Best Qualified or Well Qualified as described above.
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.
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.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must submit a complete Application Package which includes:
1. Your resume (must be current/updated and include the following):
- Work Experience:
- Position title
- Dates of employment (include month/year)
- Hours worked per week
- Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
- Salary
- Current supervisor's name and telephone number
- Duties (Please be specific and include any accomplishments)
- Education
- References (include complete name and telephone number)
- Must be employer references for the last years of employment.
- DD-214 (member copy 4), SF-15 Form and VA letter, or certification of expected discharge or release from active duty from Veterans claiming preference
- Career Transition Assistance Program/Interagency Career Transition Assistance Program Documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)?
- College transcript(s), if applicable. Copy of undergraduate education transcripts. Unofficial college transcripts are acceptable but official college transcripts will be required before entrance on duty.
- Form BIA 4432, Verification of Indian Preference for Employment (Required for claiming Indian Preference). The form must be completed by the appropriate official with the federally-recognized tribe where the applicant is enrolled as a member. No other form will be accepted.
- Indian Children Protection Requirements: https://bie.edu/cs/groups/xbie/documents/collection/idc012837.pdf
- Cover Letter, optional
FORMER FEDERAL EMPLOYEES: Former Federal Employees are required to indicate whether they received a Voluntary Separation Incentive Payment (VSIP) buyout in their previous employment with the Federal government, and are required to submit a copy of the applicable Notification of Personnel Action (SF-50) regarding the VSIP. The majority of individuals, who accept reemployment with the Federal government within 5 years of receiving the VSIP amount, must repay the gross amount of the separation pay prior to reemployment.
NOTE: Persons submitting incomplete applications will be given credit only for the information they provide. The applicant is responsible for submitting all required documentation in support of their application in order to receive full credit for their Indian preference, veteran preference, experience, training, and/or education. ADDITIONAL INFORMATION WILL NOT BE SOLICITED FROM THIS OFFICE.
DRIVING REQUIREMENT (Required only at time of appointment): Incumbent may be required, as an incidental duty, to operate a government-owned or leased motor vehicle, in the performance of duties, therefore, a valid driver's license is required. Incumbent must have a safe driving record within the three-year period immediately preceding submission of GSA Form 3607 and be able to meet the safe driving requirements of the Bureau of Indian Education.
How to Apply
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your rsum and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
If you are unable to apply online, require reasonable accommodation in the application process, or an applicant with a disability, please contact John Chiu at 909-331-0668 or john.chiu@bie.edu for alternate application instructions.
Agency contact information
John Chiu
- Address
-
Haskell Indian Nations University
155 Indian Ave, Box #5021
Lawrence, KS 66046
US
Next steps
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified by email of your rating and or referral to the hiring official. If further evaluation or interviews are required you will be contacted.
Additional selections may be made from this announcement if identical vacancies occur within 90 days from the closing date.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Help
FORMER FEDERAL EMPLOYEES: Former Federal Employees are required to indicate whether they received a Voluntary Separation Incentive Payment (VSIP) buyout in their previous employment with the Federal government, and are required to submit a copy of the applicable Notification of Personnel Action (SF-50) regarding the VSIP. The majority of individuals, who accept reemployment with the Federal government within 5 years of receiving the VSIP amount, must repay the gross amount of the separation pay prior to reemployment.
NOTE: Persons submitting incomplete applications will be given credit only for the information they provide. The applicant is responsible for submitting all required documentation in support of their application in order to receive full credit for their Indian preference, veteran preference, experience, training, and/or education. ADDITIONAL INFORMATION WILL NOT BE SOLICITED FROM THIS OFFICE.
DRIVING REQUIREMENT (Required only at time of appointment): Incumbent may be required, as an incidental duty, to operate a government-owned or leased motor vehicle, in the performance of duties, therefore, a valid driver's license is required. Incumbent must have a safe driving record within the three-year period immediately preceding submission of GSA Form 3607 and be able to meet the safe driving requirements of the Bureau of Indian Education.
Required Documents
To apply for this position, you must submit a complete Application Package which includes:
1. Your resume (must be current/updated and include the following):
- Work Experience:
- Position title
- Dates of employment (include month/year)
- Hours worked per week
- Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
- Salary
- Current supervisor's name and telephone number
- Duties (Please be specific and include any accomplishments)
- Education
- References (include complete name and telephone number)
- Must be employer references for the last years of employment.
- DD-214 (member copy 4), SF-15 Form and VA letter, or certification of expected discharge or release from active duty from Veterans claiming preference
- Career Transition Assistance Program/Interagency Career Transition Assistance Program Documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)?
- College transcript(s), if applicable. Copy of undergraduate education transcripts. Unofficial college transcripts are acceptable but official college transcripts will be required before entrance on duty.
- Form BIA 4432, Verification of Indian Preference for Employment (Required for claiming Indian Preference). The form must be completed by the appropriate official with the federally-recognized tribe where the applicant is enrolled as a member. No other form will be accepted.
- Indian Children Protection Requirements: https://bie.edu/cs/groups/xbie/documents/collection/idc012837.pdf
- Cover Letter, optional
FORMER FEDERAL EMPLOYEES: Former Federal Employees are required to indicate whether they received a Voluntary Separation Incentive Payment (VSIP) buyout in their previous employment with the Federal government, and are required to submit a copy of the applicable Notification of Personnel Action (SF-50) regarding the VSIP. The majority of individuals, who accept reemployment with the Federal government within 5 years of receiving the VSIP amount, must repay the gross amount of the separation pay prior to reemployment.
NOTE: Persons submitting incomplete applications will be given credit only for the information they provide. The applicant is responsible for submitting all required documentation in support of their application in order to receive full credit for their Indian preference, veteran preference, experience, training, and/or education. ADDITIONAL INFORMATION WILL NOT BE SOLICITED FROM THIS OFFICE.
DRIVING REQUIREMENT (Required only at time of appointment): Incumbent may be required, as an incidental duty, to operate a government-owned or leased motor vehicle, in the performance of duties, therefore, a valid driver's license is required. Incumbent must have a safe driving record within the three-year period immediately preceding submission of GSA Form 3607 and be able to meet the safe driving requirements of the Bureau of Indian Education.
Help
Learn more about this agency
How to Apply
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your rsum and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account, all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
If you are unable to apply online, require reasonable accommodation in the application process, or an applicant with a disability, please contact John Chiu at 909-331-0668 or john.chiu@bie.edu for alternate application instructions.
Agency contact information
John Chiu
- Address
-
Haskell Indian Nations University
155 Indian Ave, Box #5021
Lawrence, KS 66046
US
Next steps
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified by email of your rating and or referral to the hiring official. If further evaluation or interviews are required you will be contacted.
Additional selections may be made from this announcement if identical vacancies occur within 90 days from the closing date.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Beginning of a dialog window for the agency announcing this job. It begins with a heading 2 called "Learn more about Field Operating Offices of the Office of the Secretary of the Army". Escape will cancel and close the window.
Learn more about
Bureau of Indian Education
Mission: The mission of Haskell Indian Nations University is to build the leadership capacity of our students by serving as the leading institution of academic excellence, cultural and intellectual prominence, and holistic education that addresses the needs of Indigenous communities.
The Bureau of Indian Education's mission is to provide quality education opportunities from early childhood through life in accordance with the tribes' needs for cultural and economic well-being and in keeping with the wide diversity of Indian tribes and Alaska Native villages as distinct cultural and governmental entities.
INDIAN PREFERENCE: Preference in filling vacancies is given to qualified Indian candidates in accordance with the Indian Preference Act of 1934 (Title 25, USC, Section 472). Verification Form BIA-4432 must be submitted with the application if claiming Indian Preference. Indian preference eligibles that are not currently employed in the Federal service may be appointed under the Excepted Service Appointment Authority Schedule A, 213.3112(A)(7).
The Department of the Interior (DOI) places a high value on diversity of experience and cultural perspectives and encourages applications from all interested eligible candidates. Diversity, equity, inclusion, and accessibility (DEIA) are fundamental principles that guide the Department and allow us to successfully achieve our mission.
Agency contact information
John Chiu
- Address
-
Haskell Indian Nations University
155 Indian Ave, Box #5021
Lawrence, KS 66046
US