Job opening: Lead Information Technology Specialist (Customer Support)
Salary: $112 015 - 145 617 per year
Published at: Aug 12 2023
Employment Type: Full-time
About the Position: The Civilian Human Resources Agency (CHRA) is the organization in the Department of the Army responsible for providing "civilian" human resources support. CHRA's mission is to recruit, develop, and sustain a professional civilian workforce through effective, efficient, and responsive Human Resource products and advisory services.
Serve as Lead Customer Support Representative responsible for planning and delivery of customer support services, installation, configuration, troubleshooting, customer assistance, customer relationship building, and problem resolution.
Serve as Information Management Officer as outlined in AR 25-1 to include Telephone Control Officer duties.
Evaluate the potential impact of new technologies on current systems and policies and provides or recommends solution.
Provide assistance in the establishment of local networks and their interactions with networks outside the directorate.
Develop/review hardware and supporting software alternatives to meet help desk information systems requirements.
Prepare studies and other papers in assigned area and briefs a wide range of audiences.
Assign work to team based on priorities, requirements of assignments, and capabilities of employees and reviews work completed by the team, accepting, amending or rejecting work as appropriate.
- Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
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.
Current Department of Army Civilian EmployeesDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Priority Placement Program, DoD Military Spouse Preference (MSP) EligibleVeterans 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.
Specialized and Other Experience: One year of specialized experience which includes 1) resolving operating system problems in response to customer reported incidents; 2) researching problematic trends in customer support requirements; 3) troubleshooting customer hardware and software problems to develop solutions; and 4) leading at team and/or mentoring others. 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.
You will be evaluated on the basis of your level of competency in the following areas:
Customer ServiceInformation AssuranceManages Human ResourcesOperating SystemsTechnology Awareness
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).
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.
- Address AG-APF-W6D2AA USA CIV PERSONNEL OPS CTR, NORTHEAST
DO NOT MAIL
Aberdeen Proving Ground, MD 21005
- Name: Army Applicant Help Desk