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U.S. Army Cyber Command Information Technology Specialist (Customer Support) in Fort Bliss, Texas

Summary

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain DoD Personnel to recruit and appoint qualified candidates to positions in the competitive service. Your resume will not be reviewed for qualifications until a selection is made. This position is a TERM position. It is time-limited and may be extended up to a maximum of eight years. About the Position: Serve as an Information Technology Specialist within the Customer Support Branch, Enterprise Systems Division.

Responsibilities

Assist customers in installing, configuring, troubleshooting desktop systems and commercial off the-shelf software.

Analyze and perform computer maintenance and troubleshooting.

Diagnose and resolve complex computer hardware or software application problems in response to customer reported incidents.

Configure and troubleshoot PDA devices, such as Blackberry devices, for the end-user customer.

Work actions which require researching, evaluating and providing feedback on problematic trends and patterns in the course of the technician?s duties.

Perform testing and updating of communications interfaces which are between data, voice, and radio for a variety of systems.

Maintain state of the art knowledge of the hardware and software in use of these systems in terms of compatibility with existing and planned communication system upgrades.

Determine whether problems are user oriented or are a result from equipment, hardware, software or networking failures.

Requirements

Conditions of Employment

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the education and/or 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 Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes assisting functional users in resolving technical computer problems and malfunctions; determining whether problems are user oriented or are a result from equipment, hardware, software or networking failures; developing, coordinating, and assisting in the utilization and operations of Information Technology; and reviewing software available from vendors to run on a personal computer network devoted to subject matter processing, using an established database and output requirements. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). 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 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) 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: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (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: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR 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.

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Additional Information

The duties of this position meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs may be warranted. This position may be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident. 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. Two year trial/probationary period may be required. Direct Deposit of Pay is required. 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 Career Program (CP) 34 - Information Technology/Cyber Management position. Multiple positions may be filled from this announcement. Salary includes applicable locality pay or Local Market Supplement. 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. 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.

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