Information Technology Specialist (Customer Support)

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Summary 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: Are you interested in helping to defend our Nation? Exciting career opportunities are available with the U.S. Army Network Enterprise Technology Command (NETCOM)! Responsibilities Respond to all trouble tickets for the Signal Battalion Network Enterprise Center (NEC) Desktop Systems and Support Division (DSSD), Tier II operations within a pre-determined amount of time upon receipt. Troubleshoot network connectivity, server availability, end user hardware and software to determine the cause of failure and resolve complex IT service delivery issues. Provide ongoing support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software applications. Create and analyze equipment and software reliability and utilization reports for the Command?s desktop equipment, servers and software applications to identify and correct problem areas and to ensure IT service delivery standards are maintained. Perform process and procedure studies to determine management information automation requirements. Analyze the clerical, technical, and other administrative processes involving information storage, processing, reporting, and other operational functions contributing to and supporting operations throughout the Command. Troubleshoot and resolve technical problems related to system access to internet functionality at the desktop level. Requirements Conditions of Employment Qualifications In accordance with AR 690-11, this position has been designated as "Emergency-Essential". Emergency-Essential designation takes precedence over any transportation agreement or military recall status. In the event of a crisis situation or wartime, the incumbent must continue to perform the duties and requirements of the position to ensure the success of combat operations or to support combat essential systems subsequent to mobilization or an evacuation order. This position is designated as Key. The position cannot be vacated during a national emergency or mobilization without seriously impairing the mission. Additional training, medical requirements such as a medical examination and/or immunizations, and deployment responsibilities may apply to this position. The duties of this position meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs may be warranted. This position may be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident. This position is designated "Mission Essential." In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled to support mission operations. Who May Apply: US Citizens In order to qualify, you must meet the 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 an Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes ensuring resolution of all types of help desk service requests; installing and troubleshooting all hardware and software components; and ensuring all systems are fully compliant with information technology security standards. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). 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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Education Additional Information Direct Deposit of Pay is required. U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Locality pay does not apply in the overseas area. If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space-required basis in accordance with DoDEA Regulation 1342.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education, receives a free appropriate public education, including related services pursuant to DoDI 1342.12 and DoDM 1342.
• If an employee brings an infant or toddler (up to 3 years of age) to an overseas location, and that infant or toddler is entitled to attend the DoDEA on a space-required basis in accordance with DoDEA Regulation 1342.13, then the Military Department responsible for EIS will provide the infant or toddler with the required EIS in accordance with the eligibility criteria consistent with DoDI 1342.12 and DoDM 1342.
• Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical and dental care may be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location. Pay retention may be offered to selected applicants for positions at overseas locations. Pay retention will not be offered as an incentive for employees moving between overseas positions. Selectees may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc. Selectees will have their eligibility for foreign area benefits determined at the time of hire in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 12
• For positions in a foreign country, that country’s laws or international agreements may have a direct impact on the ability of an employee’s same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, you should familiarize yourself with relevant information and direct questions concerning a specific country (Foreign Duty Location) to the appropriate Army Human Resources point of contact prior to the acceptance of employment and your entrance on duty. Multiple positions may be filled from this announcement. 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 authorized, subject to the provisions of the Joint Travel Regulations. Information may be requested regarding the vaccination status of selectees for the purposes of implementing workplace safety protocols. For more information, visit https://www.saferfederalworkforce.gov/faq/vaccinations/.