IT Specialist (CUSTSPT)

Defense Information Systems Agency; Fort Meade (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

Defense Information Systems Agency (DISA) at Fort Meade, MD, seeks an IT Specialist to serve as the primary customer interface for IT issues, diagnosing and resolving moderately complex problems in IT systems, hardware, and software.

The role supports IT projects, liaises with vendors, and helps develop customer policies and training materials. Must be a U.S. citizen with security eligibility.

Qualifications

• Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or 24 semester hours in these fields.

Responsibilities

• Serves as primary customer interface for IT issues, providing technical support for incidents and inquiries.
• Diagnoses and resolves moderately complex problems related to IT systems, hardware and software.
• Assists in IT project work by gathering requirements and supporting acquisitions.
• Operates IT tools to manage customer data and resolve service tickets.

Skills

Attention to Detail

Customer Service

Oral Communication

Problem Solving

Education

Bachelor’s degree in computer science or related field

Tools

Ticketing system

Job description

Summary

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. It is located in the DISA (IT93622).

Summary

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. It is located in the DISA (IT93622).

Duties

Help

• Serves as a primary customer interface for IT issues, providing technical support for incidents and inquiries. Diagnoses and resolves moderately complex problems related to IT systems, hardware and software, and maintains problem-tracking.
• Provides assistance with the acquisition of new IT products and services. Contributes to IT projects by participating in technology assessments, performing cost/benefit analysis, and helping to define requirements for the design, acquisition.
• Operates divisional IT tools and systems to manage customer data and resolve service tickets.
• Provides liaison assistance between customers and vendors and assists in developing customer support policies and procedures, and user training materials.

Requirements

Conditions of employment

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• In accordance with the DoD 8140 policy series, the position is subject to completing Foundational Qualifications in 9 months and completing Residential Qualification requirements overall in 12 months.

Qualifications

In order to qualify for this position, you must meet the requirements described below.

Basic Requirements

Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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

Attention to Detail

- experience reviewing my own information technology-related work or data and have been responsible for reviewing the work of others to ensure accuracy, completeness, and consistency with standards.

Customer Service

- developing and maintaining relationships with customers, anticipating and assessing the current and future information technology needs of customers, and developing or identifying information technology products or services that are tailored to meet customer needs.

Oral Communication

- briefing senior-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of complex technical information to a non-technical audience.

Problem Solving

- identifying alternatives to address unique, highly complex, or sensitive information technology-related issues. I have anticipated information technology-related problems and have identified and evaluated potential sources of information to generate alternative solutions.

AND

Qualifying Experience

To qualify at the GG-11, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service.

For this position, qualifying experience is defined a s: Providing direct technical support to customers by responding to IT inquiries, diagnosing hardware or software problems, and documenting troubleshooting steps in an ticketing system, Assisting with IT projects by gathering customer requirements, Operating organizational IT systems to manage customer accounts