Information Technology Specialist (Customer Support)

Duties

• Serves as Lead Information Technology (IT) Expert, and principle point of contact for the Korea Regional Network Enterprise Center Enterprise Systems Division, Customer Support Branch.
• Independently plans, directs, and coordinates a wide variety of Information Management and Technology assignments, studies, projects, and related technical concerns of the Division Chief and the services
• Provides guidance, training, and supervision to subordinate personnel on technical matters in direct support of the Commander United Nations Command/Combined Forces Command/United States Forces, Korea in the Republic of Korea.
• Work involves analytical ability, judgment, discretion, and knowledge of substantial administrative program principles, concepts, policies, and objectives in order to develop major Information Technology plans and programs.
• Reviews latest automation and network technologies to ensure resources are used effectively and efficiently to meet requirements and increase productivity.
• Makes procedural and operational changes to increase the effectiveness of Information Technology (IT) services. Coordinates major procedural changes with the Deputy Director, Division Chief and for Local Network Enterprise Center Directors.
• Provides authoritative advice, guidance, and assistance to functional area supervisor and operating personnel on plans, concepts, and principals of Information Technology (IT).
• Provides technical advice to management officials and operating personnel within the branch on current technology, policy, and its impact on current and long-range programs.
• Serves or represents the Division Chief, participating in conferences and committees on matters pertaining to computer requirements, application, and techniques.
• Requires advanced troubleshooting and analytical expertise in scripting, Active Directory, Windows Group Policy and Security Content Automation Protocol scanning in order to monitor and evaluate systems' compliance with security requirements.

Requirements

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• This is a DoD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Appointment to this position does not confer competitive status.
• May be required to work on short notice to include nights, holidays and weekends.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance with SSBI or access for the duration of employment. A background investigation and credit check are required.
• This position requires the completion of a pre-employment Physical Examination and annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• This position has a Temporary Duty (TDY) or business travel requirement of 15% of the time.
• This position requires the incumbent to possess, or obtain and maintain, a valid regular or official U.S. Passport.
• 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.
• During a crisis situation or wartime, the incumbent must continue 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.
• 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.
• This position requires completing appropriate training/certification/recertification per DOW Publication 8140.03 and supplemental Army guidance, for each Cyber work role.
• Cyber work role certification proficiency level requirements: Foundational qualification within 9 months; Residential qualification requirements within 12 months; and 20 hours of Continuous Professional Development.
• See "Additional Information" section for additional requirements

Qualifications

CYBER EXCEPTED SERVICE POSITIONS ARE NOT SUBJECT TO THE TWO-PAGE RESUME LIMIT. YOUR FULL RESUME WILL NEED TO BE UPLOADED TO YOUR USAJOBS PROFILE USING THE DOCUMENT TYPE "OTHER DOCUMENTS".

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 for an extensive list of document requirements for all employment authorities.

• Current Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) Positions

Organization is defined as current, permanent ARCYBER/NETCOM employees only.

This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.

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 .

Basic Requirement for Information Technology Specialist (Customer Support)

Specialized and Othe Experience Requirement: Applicant must have one year of directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills, and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly related to the work of the position to be filled. Qualifying experience would be demonstrated by troubleshooting complex hardware, software, and network issues to resolve customer-reported technical incidents; engineering alternative system approaches to solve organizational automation problems based on user requirements; and implementing strict cybersecurity standards and operational policies to ensure full system compliance and efficiency.

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.

Education

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.

Additional information

• If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment.
• Current DoD Employees: If a current permanent CES employee, you shall be granted administrative return rights. If not a current permanent CES employee, you may be granted administrative return rights if agreed to by your CONUS organization.
• 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.
• 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 Digital Technology Career Field position.
• Multiple positions may be filled from this announcement.
• Locality pay does not apply in the overseas area.
• 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.
• Permanent Change of Station (PCS) allowances may be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest.
• 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 1250.
• 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.
• 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 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 1342.12.
• Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19.
• In accordance with DoD CES Personnel System Implementation Guidance for Overseas Rotations and Administrative Return Rights, employees must be able to satisfy the rotation requirement and tour limitations in DoD Instruction 1400.25 Volume 1230.