Information Technology Specialist (Customer Support)

Duties

• Works as an Information Technology (IT) Specialist in the Network Enterprise Center (NEC) providing for day-to-day technical support, and troubleshooting that includes computer automation equipment,security, and customer unique requirements.
• Plans and delivers services including configuration, installation, upgrades, and troubleshooting hardware and software components remotely in response to customer's submitted trouble tickets.
• Provides accurate and timely technical advice, assistance and functional support to customers in the use of the authorized baseline software for computer systems and servers.
• Serves as liaison between the Network Enterprise Center (NEC) and user on technical issues and provides/coordinates technical advice for section leader and activity POCs in assigned areas of responsibility.

Requirements

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• 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 the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• 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.
• Additional training, medical requirements, and deployment responsibilities may apply to this position.
• Travel to overseas locations may require specific immunizations and training/certification IAW US Army South and Department of the Army Personnel Recovery policies.
• This position has been designated "Mission Essential". In the event of severe weather conditions or other such emergency type situations the incumbent is required to report to work or remain at work as scheduled to support mission operations.
• This position has a Temporary Duty (TDY) or business travel requirement of 20% of the time.
• 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.
• 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 the incumbent to possess, or obtain and maintain, a valid regular or official U.S. Passport.
• This position may require you to work other than regular duty hours, which may include shift work, work on rotating shifts to provide coverage during evenings, nights, weekends, holidays and in other situations to provide 24-hour continuous coverage.
• Due to the nature of this position, employees are required to work both planned and unscheduled overtime. This position may require working emergency overtime and be subject to call back procedures.
• This position may require you occasional overnight travel away from the duty station.
• Requires satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoDM 8140.03 Cyberspace Workforce Qualification and Management Program dated 15 February 2023.
• The use of illegal drugs by Federal employees, whether on duty or off duty, is contrary to the efficiency of the service.
• The legalization and/or decriminalization of marijuana by some states has no impact on Federal law. The use and/or possession of marijuana remains illegal for Federal employees.

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".

If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment.

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

This is a Information Technology Management Career Program position aligned under the Operational Support Career Management Directorate.

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.

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):

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 assisting in developing and/or interpreting policies or procedures to ensure effective and efficient use of information systems; installing approved hardware and software for customers within the organization; and providing advanced technical support to end-users or other technicians.

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

• This position requires a 3 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.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• 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.
• 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.
• 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.
• Recruitment or Relocation Incentives may be authorized up to 25% for highly qualified candidates.
• Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19.
• 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.
• 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 1342.12.
• 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.
• 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.
• 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