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Job title: Information Technology Specialist (Customer Support)
Company:
Job description:
- Duties
Duties
Summary
About the Position:
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.
Responsibilities
- Serve as an authoritative source of technical information and support to the Regional Network Enterprise Center (RNEC) on evaluating, installing, modifying, and using a variety of personal computer and software to accomplish assigned functions.
- Serve as a point of information for personal computer and server operations.
- Provide support and guidance on installing and operating personal computers, peripheral equipment, and associated software.
- Support users on equipment and software; custom installation and maintenance of hardware and software; investigate and resolve problems arising in the user operation of equipment/systems.
- Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc.
- Devise recovery plans for system failures, reimage customer workstations, and resolve complex problems.
- Perform computer systems security support functions as the Information Systems Security Officer (ISSO) for assigned systems.
Travel Required
Occasional travel – Up to 10% Business Travel required.
Supervisory status
No
Promotion Potential
None
Job family (Series)
Similar jobs
- Requirements
Requirements
Conditions 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.
- Overtime and shift work may be required on short notice to include nights, weekends, and holidays in support of related mission requirements.
- The employee may be subject to callback for overtime after duty hours with a requirement to report within 2 hours of notification.
- The employee may be required to work shift work if the organization moves to a 24/7 operation.
- 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.
- Must obtain and maintain a Government Driver?s License.
Qualifications
Who 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 .
Basic Requirement for Information Technology Specialist (Customer Support):
Specialized and Other Experience: One year of specialized experience which includes assisting installation functional users in resolving technical computer problems and malfunctions; installing approved hardware and software for customers within the organization; testing information technology equipment or software for conformance and operability; and performing anti-virus operations on installation information systems. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).
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: Ph.D. or equivalent doctoral degree or 3 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, three 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:
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
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.
- 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
. * 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.
- Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
- 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 (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.
Expected salary: $65792 – 85535 per year
Location: Fort Drum, NY
Job date: Fri, 26 Feb 2021 02:17:01 GMT
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