About the Position: This position is located at Fort Campbell, Kentucky with the DoDEA Information Technology Division, Global Customer Support Services Branch team 6 Campbell Section.
This is a Direct Hire Solicitation for Cyber Workforce Positions.
Management may select at any grade level announce, the GS-09 or GS-11 target 12 or at the target grade GS-12 level for this position.
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.
Occasional travel – You may be expected to travel for this position.
Job family (Series)
2210 Information Technology Management
Computer Support Specialists
Desktop Support Specialists
Information Technology Specialist (It Specialist)
Specialists, Desktop Support
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/Two year trial or probationary period may be required.
Appointment subject to a suitability/fitness determination, as determined by a background investigation.
This position may require you to carry a government issued cell phone.
This position is covered by the Department of Defense Directive 8140.01, Cyberspace Workforce Management, August 11, 2015, Incorporating Change 1, July 31, 2017.
This position requires the incumbent to be able to obtain and maintain Information Assurance Technical (IAT) Level II certification within 6 months of entry onto duty.
Status of current IAT-2 certification must be included in application. Information on the Cyber Workforce Management Program is available at https://public.cyber.mil/cwmp/.
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 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.
Basic Requirement for Information Technology Specialist (Customer Support):
Specialized Experience at GS-12: One year of specialized experience providing immediate response and resolution to information technology tickets; analyzing information technology helpdesk tickets for escalation; and diagnosing hardware or software problems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).
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 at the GS-12 grade level.
Specialized experience at GS-11: I have one year of specialized experience providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-09).
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.
Specialized experience at GS-09: I have one year of specialized experience installing new or existing personal computer systems or related equipment; monitoring escalated actions and tickets OR using standardized troubleshooting protocols; and determining appropriate fixes or work-around to restore desktop functionality. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).
Education: Master’s or equivalent graduate degree or 2 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 two 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.
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
You will be evaluated on the basis of your level of competency in the following areas:
Selection is subject to restrictions resulting from Department of Defense 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.
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
Position is being filled at the GS-9 or GS-11 target GS-12 or at the full performance GS-12 level. Duties described reflect the full performance GS-12 level. Duties will be performed in a developmental capacity under close supervision. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management.
Management may select at any of the grade levels announced. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management. Duties described reflect the full performance GS-12 level. If not selected at the full performance level, duties will be performed in a developmental capacity under close supervision.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
This is a Direct Hire Solicitation for Cyber Workforce Positions. Your resume will not be reviewed for qualifications until a selection is made.
Background checks and security clearance
Drug test required
Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk
Trust determination process
The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in 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. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
1. Your resume:
Your resume may be submitted in any format and must support the specialized experience described in this announcement.
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 qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.
You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.
For additional information see: What to include in your resume.
2. Other supporting documents:
Cover Letter, optional
Most recent Performance Appraisal, if applicable
License or Certification: This position requires a job-related licensure or certification. You MUST submit a copy of your license or certification with your application package.
Transcripts: This position has an individual occupational requirement and/or allows for substitution of education for experience. You MUST submit a copy of your transcript with your application package or you will be rated ineligible.
NOTE: Transcripts must include the date and degree was conferred. Transcripts without this information will not be reviewed and will result in disqualification. Your transcripts must clearly identify coursework required for the position you are applying for. Transcripts submitted in other languages other than English must include an official translation or will not be considered. Computer print-outs of transcripts, links to transcripts, grade reports, copies of degree diplomas or certificates, illegible copies and unofficial copies of transcripts will not be acceptable. Receipt of these documents will result in automatic disqualification.
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.
Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM’s Career Transition Resources website. Additional information about the program is on OPM’s Career Transition Resources website.
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.
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 windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
This job is open to
U.S. citizens, nationals or those who owe allegiance to the U.S.
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That’s why we provide an...Apply For This Job
Position Summary Manage Help Desk personnel, metrics and objectives to successful outcomes across a diverse client base. Support Manager also...Apply For This Job
Job Summary Code, debug, test, and support programs, applications, services, mobile apps, utilities and tools as part of the application...Apply For This Job
Groupon is an experiences marketplace that brings people more ways to get the most out of their city or wherever...Apply For This Job
Salary: $140k-$155k Clearance: Public Trust Industry: Defense/Enterprise IT Location: Western US Remote (Denver, CO) Willing to travel to Alaska Requirements:...Apply For This Job
Core_Competencies_Include NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies....Apply For This Job