Information Technology Specialist (Customer Support)

Joint Activities; Fort Bragg (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Joint Activities at Fort Bragg, North Carolina, is seeking three Information Technology Specialist (Customer Support) positions under the Direct Hire Authority. The role focuses on installing, configuring, and supporting computer hardware and operating system software on local networks, with emphasis on helping non-technical users access mission-critical systems.

Applicants must meet the appropriate DoD employment authorities, provide documentation, and may be required to demonstrate

Qualifications

• One year of specialized experience installing hardware and operating system software on local networks.
• Troubleshoot software, hardware, and network connectivity to restore user functionality.
• Document IT issues and resolutions in a tracking database.
• Instruct non-technical users on basic system functions and software applications.
• Education: Ph.D or equivalent doctoral degree or 3 years of progressively higher level graduate education leading to such a degree.

Skills

Attention to Detail

Customer Service

Interpersonal Skills

Problem Solving

Teamwork

Technical Competence

Education

Ph.D or equivalent doctoral degree

3 years of graduate education

Job description

About the Position: This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. About the Position: This is for 3 positions as a Information Technology Specialist (Customer Support) for the Joint Activities located at Fort Bragg, North Carolina. Only resumes up to a total of two pages will be accepted.

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. In order to qualify, you must meet the education or expereince 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 which includes: Install computer hardware and operating system software on local networks; troubleshoot software, hardware, and network connectivity failures to restore user functionality; document technical support issues and resolutions in a tracking database; and instruct non-technical users on basic system functions and software applications. My specialized experience includes, or was supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the 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) Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations;
• (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations;
• (5) Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals;
• (6) Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

OR Education: Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position.

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) beyo