Information Technology Specialist (Customer Support)

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain DoD Personnel to recruit and appoint qualified candidates to positions in the competitive service. Your resume will not be reviewed for qualifications until a selection is made

About the Position: This position is a TERM position. It is time-limited and may be extended up to a maximum of eight years.

• Represent the Network Enterprise Center (NEC) at user and planning conferences requiring video teleconference (VTC) support.
• Monitor the enterprise ticketing system for customer requests for new or changed services.
• Review the service catalogs to determine service availability and prerequisites, and provide requested services within assigned capabilities.
• Create, modify, and delete Active Directory Computer User Objects in accordance with process flow diagrams and standard operating procedures.
• Contact the Army Enterprise Service Desk to research misrouted tickets and ensure services are provided.
• Provide technical and professional support in connection with VTC operations, applications, and administration.
• Utilize the Army Training and Certification Tracking System (ATCTS) to validate that System Authorization Access Requests are in compliance with established security procedures.
• Utilize the Token Management System (TMS) to request and revoke Public Key Infrastructure (PKI) Tokens.

Occasional travel - Up to 25% Business Travel required.

No

None

• Job family (Series)

  2210 Information Technology Management

  Similar jobs
  • Computer Support Specialists
  • Desktop Support Specialists
  • Information Technology Specialist (It Specialist)
  • Specialists, Desktop Support

• Requirements

  RequirementsConditions of Employment
  • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
  • This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment.
  • This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
  • The duties of this position require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.
  • The incumbent may be subject to short notice overtime and shift work to include nights, weekends, and holidays in support of related mission requirements.
  QualificationsWho May Apply: US Citizens
  
  In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.
  
  Basic Requirement for Information Technology Specialist (Customer Support):
  
  Specialized and Other Experience: One year of specialized experience which includes troubleshooting hardware and software systems; assisting in the utilization and operation of Information Technology desktop assets; and resolving problems in response to customer reported incidents. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).
  
  The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:
  
  (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.
  
  (2) 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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.
  
  (3) 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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.
  
  (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.
  
  OR
  
  Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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

  FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

  Additional information
  • Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
  • You will be required to provide proof of U.S. Citizenship.
  • Two year trial/probationary period may be required.
  • Direct Deposit of Pay is required.
  • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
  • If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
  • This is a Career Program (CP) 34 - Information Technology/Cyber Management position.
  • Multiple positions may be filled from this announcement.
  • Salary includes applicable locality pay or Local Market Supplement.
  • When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction/ for more information.
  • If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
  • Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
  • This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time.
  • This position MAY be eligible for situational telework only, including emergency and OPM prescribed "Unscheduled Telework".
    
  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, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement.
  
  If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
  
  You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.
  
  Veterans and Military Spouses will be considered along with all other candidates.
  

  Background checks and security clearanceSecurity clearance

  Secret

  Drug test required

  No

  Position sensitivity and risk

  Noncritical-Sensitive (NCS)/Moderate Risk

  Trust determination process

  National security

• Required Documents

  Required Documents

  The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External).
  
  As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
  
  1. Your resume:

  • Your resume may be submitted in any format and must support the specialized experience described in this announcement.
  • If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
  • For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.
  • For additional information see: What to include in your resume.
  2. Other supporting documents:
  • Cover Letter, optional
  • Most recent Performance Appraisal, if applicable
  • This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses
  NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.
  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• Benefits

  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.

  Review our 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.

• The public

  U.S. citizens, nationals or those who owe allegiance to the U.S.