IT Specialist (Systems Administration/Customer Support)

Duties
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• Performs services as an information technology (IT) systems administrator for the Public Safety.
• Troubleshoots and analyzes unusual or complex hardware and software malfunctions to resolve physical and logical processing problems and recommends acquisition of equipment, software, and/or hardware to resolve operational problems.
• Prepares, coordinates, and implements policy and procedures for hardware and software applications system operation.
• Serves as a technical advisor to management.
• Provide management oversight, advice, planning, and funding coordination for IT requirements for the organization/unit and all subordinate elements.

Requirements
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Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• May be required to work overtime.
• May be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays.
• Position is designated as an adverse weather position. May be required to remain on duty or report for duty during severe weather or other installation closings. Call-back and emergency duty are regular requirements of this position.
• Must satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication 8570.01-M Information Assurance Workforce Improvement Program.
• This position has a requirement to lift up to 40 lbs.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities.

• 30 Percent or More Disabled Veterans
• Current Department of Army Civilian Employees
• Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce
• Interagency Career Transition Assistance Plan
• Land Management Workforce Flexibility Act
• Military Spouses, under Executive Order (E.O.) 13473
• Non-Appropriated Fund Instrumentality (NAFI)
• Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible
• Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible
• Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement
• Priority Placement Program, DoD Retained Grade Preference Eligible
• Veterans Employment Opportunity Act (VEOA) of 1998

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 .

Specialized Experience: One year of specialized experience equivalent to the GS-09 grade level in the Federal service which includes experience providing input and resolving complex operational issues; Planning, coordinating and installing applications software and hardware and installing, operating, maintaining, and updating operating systems; and resolving complex IT issues. 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.
OR
Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages.

You will be evaluated on the basis of your level of competency in the following areas:

• Accountability
• Attention to Detail
• Attention to Detail
• Customer Service
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Network Management
• Oral Communication
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• System Administration
• Teamwork

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/ .

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.
• This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.
• 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 Digital Technology (CP) 11 Career Field 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.
• Recruitment and relocation incentives MAY be authorized.
• Student loan repayment MAY be authorized.
• Salary negotiations for candidates new to Federal service MAY be authorized.
• Credit for prior non-Federal experience and certain military service for leave accrual rates MAY be authorized.