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 GSVC/ENDPOINT & CUSTOMER SRVC DIR (FE342).

Duties

Serves as the senior technical analyst and resolves the complete range of problems within the scope of the activity operations and refers operational problems requiring highly specialized expertise to the appropriate technical expert. Reviews technical and design specifications to address customer requirements. Develops specifications for user instruction manuals based upon customer needs. Defines procedures for providing post-implementation support. Conducts trend analyses to identify areas where additional customer training and assistance is needed and initiates appropriate action such as defining new training requirements. Develops, updates and maintains a comprehensive database of technical and corresponding resolutions. Evaluates and reports on new tools and trends in the customer support field. Applies customer support concepts and methods; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, schedules and equipment in order to resolving the most complex customer problems.

Requirements

• 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.
• Shift work required. Shift hours will be: 1st shift (0800-1600), 2nd shift (1600-1200) and 3rd shift (1200-0800).
• This position has been designated as "Mission Essential.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards. Customer Service- experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs. Oral Communication- briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience. Problem Solving- identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions. Qualifying Experience: To qualify at the GG-12, 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 as: Experience in evaluating IT customer service actions (feedback, surveys), identifying incorrect actions, conduct regular audits and make recommendations for purposes of improving team performance. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for the qualifying experienceat the GG-12 grade level

Contacts

• Address DISA - FE/Global Service Desk Division 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]