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IT SPECIALIST (CUSTOMER SUPPORT) WITH SECURITY CLEARANCE

Company: Department of the Army
Location: Fort Belvoir
Posted on: June 11, 2024

Job Description:

Duties * Work with Army entities to stand up and maintain a Sensitive Compartmented Information Facility for the highest-level network in the DoD's information cyberspace. * Provide complex information management services for the agencies to include configuration, troubleshooting, customer assistance, and training to support agency requirements. * Manage all common-user Command, Control, Communications, Computers, and Information Management baseline service and support with Defense Information Services Agency Joint Service Provider and local Network Enterprise Centers. * Participate in accomplishing technical, analytical, and advisory functions pertinent to the development of local policies, plans, and processes and ensuring work accomplished complies with higher authority policies and guidelines. * Act as first-line point of contact for the troubleshooting of IT equipment, software, or process failures and responds to IT/IM inquiries from leadership and individuals throughout the US Enterprise Services Agency (ESA). * Provide recommendations to customers, other team members, and management, based on independent research and technical evaluation of available functional and standard programming equipment and networking capabilities. * Accomplish broad-based studies to determine current and future use of IT equipment, methods of upgrading outdated equipment, and needs for new equipment and plans and coordinates the acquisition of new equipment. * Make presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches. Requirements Conditions of Employment * Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation. * Must be able to obtain and maintain a Top Secret/SCI security clearance. * This position is a Testing Designated Position subject to applicant testing and random drug testing. Selectees will be required to sign DA Form 5019 requiring participation in random drug urinalysis testing. * This position requires you to submit a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter. * Occasional temporary duty travel may be assigned 10% of the time. Qualifications 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. * 30 Percent or More Disabled Veterans
* Current Department of Army Civilian Employees
* Current Department of Defense (DOD) Civilian Employee (non-Army)
* Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce
* Interagency Career Transition Assistance Plan
* Land Management Workforce Flexibility Act
* Military Spouses, under Executive Order (E.O.) 13473
* Non-Department of Defense (DoD) Transfer
* People with Disabilities, Schedule A
* Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible
* Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible
* Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement
* Priority Placement Program, DoD Retained Grade Preference Eligible
* Veterans Employment Opportunity Act (VEOA) of 1998 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 in this document . Basic Requirement for IT Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes conduct system troubleshooting of equipment or software to determine service issues; support organization's procurement of new IT hardware or software; and interpret system/network regulations to develop organization's IT department guidance or standard operating procedures (SOP). This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). 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. 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 You will be evaluated on the basis of your level of competency in the following areas: * Information Resources Management (IRM)
* Information Technology Customer Support
* Information Technology Life Cycle Management
* Oral Communication Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-12). Education This job does not have an education qualification requirement. Additional information * 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. * One year trial/probationary period may be required. * Direct deposit of pay is required. * This position requires you to submit a Public Financial Disclosure Report (OGE 278) or a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter. * 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 Reemployed Annuitant information sheet. * This is a Digital Technology Career Field position. * Multiple positions may be filled from this announcement. * Salary includes applicable locality pay or Local Market Supplement.. * Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest. * Benefits Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits . Review our benefits Eligibility for benefits depends on the type of posi

Keywords: Department of the Army, Washington DC , IT SPECIALIST (CUSTOMER SUPPORT) WITH SECURITY CLEARANCE, Other , Fort Belvoir, DC

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