IT Specialist (Customer Support)

Summary

About the Position: Serves as a primary IT Specialist in the Information Management Operations Division. This position directs the end user support for the Army Transportation Command, including all IT customer support elements working within the HQ facility.

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Duties

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• Manage technical aspects of implementation, use, maintenance, and support of end user information technology equipment and software such as workstations, multi-functional devices, webcams, projectors, mobile phones, and associated peripherals.
• Support the Information Operations Division through IT asset management, software license management, lifecycle management program, and non-standard requirements in compliance with Army regulations, for all end user requirements.
• Plan for the installation, testing, and implementation of new hardware and software releases with other IT support providers.
• Recommend and integrate appropriate help desk resources and management tools to ensure robust trouble ticket tracking, resolution and follow up.
• Ensure written instructions are developed to include configuration builds and standard operating procedures pertaining to the delivery of end user services and compliance with applicable regulations.
• Analyze and recommend improvements in hardware or software configuration to enhance user response, overall system, trouble ticketing, and data integrity.

Requirements

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Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• Financial Disclosure Statement OGE Form 450 is used to avoid conflicts between duties and financial interest. This position requires pre-employment financial disclosure and annually thereafter in accordance with DoD Directive 5500-7-R.
• Incumbent must obtain all DoD IA training and certification requirements according to DoD 8570.01-M and the certification provider. Within 6 mos.
• Certification holders must ensure their certification stay active; expired certifications must be renewed.
• All AT personnel must achieve the appropriate IA certifications unless a waiver is granted per DoD 8570.01-M.
• In addition, IATs with privileged access must obtain appropriate Computing Environment (CE) certifications for the operating systems(s) and/or security related tools/devices they support as required by their employing organization.

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
• 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
• 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.

Basic Requirement for IT Specialist (Customer Support), GS-2210-13:

Specialized Experience: One year of specialized experience equivalent to the GS-13 grade level in the Federal service which includes:1) Experience providing technical and administrative support to IT users. 2) Experience initiating, planning, executing, monitoring, controlling, and closing IT projects. 3) Experience as a contracting officer's representative or alternate. 4) Experience delivering and managing IT service desk services. 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;

(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;

(3) Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change;

(4) Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems;

(5) Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations;

(6) 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;

(7) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations;

(8) Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions;

(9) Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals; and

(10) Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

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

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

• 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.
• 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.
• 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(n) Information Technology/Cyber Management position Career Field position.
• Multiple positions may be filled from this announcement.
• Salary includes applicable locality pay or Local Market Supplement.
• When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit for more information.
• Payment of Permanent Change of Station (PCS) costs is authorized, subject to the provisions of the Joint Travel Regulations.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here:

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.

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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.

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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.