Information Technology Specialist (Customer Support)

Department of War Education Activity (DOD); Fort Knox (KY); Vor Ort; USD 90.000 - 116.000; Vollzeit

Zusammenfassung

Department of War Education Activity (DoDEA) Information Technology Division, Global Operations Branch, Fort Knox, Kentucky, seeks a term IT Specialist (GS-12) not to exceed 36 months. The appointment is an obligated position with a secret clearance and includes travel up to 25%.

The role focuses on incident analysis, helpdesk ticket resolution, software/hardware support, and testing deployment packages in a non-remote, on-site environment. U.S. citizens preferred for eligibility.

Qualifikationen

• Specialized IT experience providing immediate response and resolution to tickets.
• Analyzing IT helpdesk tickets for escalation and prioritization.
• Diagnosing hardware or software problems to restore functionality.
• Briefing senior leadership with project status updates.

Aufgaben

• Analyze incident request trends to identify service improvements.
• Analyze, document, and plan additions or upgrades to software and web services.
• Diagnose hardware and software problems for repair or referrals.
• Remove, reinstall or reconfigure desktop software or web services to fix issues.
• Monitor the helpdesk system for new tickets and update tickets until resolution.
• Test new software deployment packages and OS images and provide feedback.

Kenntnisse

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Jobbeschreibung

About the Position

This is a term position not to exceed 36 months within the Department of War Education Activity (DoDEA) Information Technology Division’s Global Operations Branch at Fort Knox, Kentucky.

This Position is obligated.

This is a Direct Hire Solicitation.

Job Information

• Telework eligible: No
• Remote job: No
• Relocation expenses reimbursed: Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
• Salary: $89,508 – $116,362 per year
• Pay scale & grade: GS 12
• Promotion potential: None
• Work schedule: Full-time
• Travel Required: 25% or less – You may be expected to travel for this position.
• Appointment type: Term – 36 Months
• Occupations and job series: 2210 Information Technology Management
• Supervisory status: No
• Federal service type: Competitive Service
• Represented by a union: No
• Drug test: No
• Security clearance: Secret
• Position sensitivity and risk: Noncritical‑Sensitive (NCS)/Moderate Risk
• Background check type: Suitability/Fitness
• Financial disclosure required: No

Duties

• Analyze incident request trends and patterns in order find opportunities to improve services.
• Analyze, document, and plan for additions, upgrade, or configuration to ensure proper application software and web services.
• Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs.
• Remove, reinstall or reconfigure desktop software or web services in order to correct issues.
• Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution.
• Test new software deployment packages and Operating System images and provide feedback or solutions.

Requirements

Conditions of employment

• Male applicants born after December 31, 1959, must complete a Pre‑Employment Certification Statement for Selective Service Requirement.
• Proof of U.S. Citizenship required.
• Direct deposit of pay is required.
• One year probationary period may be required.
• Appointment subject to a suitability/fitness determination, as determined by a background investigation.
• This position requires a Tier 3 (T3) investigation.
• You may be required to sign a transportation agreement.
• This position requires the incumbent to obtain and maintain a secret security clearance.
• In accordance with DoD Directive 8140 and DoD Manual 8140.03 this position requires the incumbent to complete Foundational Qualifications within 9 months of appointment and complete Residential Qualification requirements within 12 months.

Qualifications

Who May Apply: U.S. Citizens

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 Corp, 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.

Specialized Experience: One year of specialized experience which includes: Providing immediate response and resolution to information technology tickets. Analyzing information technology helpdesk tickets for escalation. Diagnosing hardware or software problems. Briefing senior leadership and providing status updates on projects and challenges. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS‑11).

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:

• 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.
• 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.
• 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.
• 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.

This position may be extended to 6 years. Extensions past 6 years must be processed in 1 year increments up to a maximum of 8 years total. The position cannot be converted to a permanent position without further competition.

This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time.

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

• Selection is subject to restrictions resulting from Department of War referral system for displaced employees.
• Salary includes applicable locality pay or Local Market Supplement.
• Multiple positions may be filled from this announcement.
• Be advised that effective Jan. 1 2018, under the Tax Cuts and Jobs Act, most civilian employee relocation allowances became taxable. The Relocation Income Tax Allowance (RITA) reimburses eligible employees for the additional Federal, State, and local income taxes incurred as a result of receiving taxable travel income. RITA does not apply to new government employees or employees returning from an overseas assignment for the purpose of separation from Government service. For more information, visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction.html
• Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify [e-mail]
• This position is not covered by a bargaining unit.
• 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 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

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Required documents

Required Documents

The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc). Please review the Applicant Checklist External.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply.

1. Your resume:

• Your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
• For each relevant work experience, make sure you include the employer’s name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
• Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what’s in your resume.
• If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations, and you may not be considered for this vacancy.
• For additional information, to include formatting tips, see: What to include in your resume.

2. Other supporting documents:

• Cover Letter, optional
• Most recent Performance Appraisal, if applicable
• License or Certification: If this position requires a job‑related licensure or certification, you MUST submit a copy of your license or certification with your application package or you will be rated ineligible. To determine if this position requires a job‑related licensure or certification, please review the Qualifications section listed above.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person’s personal information before you submit your application. You may be asked to provide an un‑sanitized version of the documents if you are selected to confirm your eligibility.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Agency contact information

Army Applicant Help Desk

https://portal.chra.army.mil/hr_public?id=app_inq

DoWEA Headquarters

4800 Mark Center Drive

Alexandria, VA 22311

US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probationary period Privacy Act Reasonable accommodation policy Selective Service Signature and false statements Social security number request