This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. This position is for DISA White House Communications Agency at Bolling AFB, Washington D.C. This is an Excepted Service position and does not confer eligibility to be converted to the Competitive Service. If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment under 10 U.S.C. 1599f.

Duties

Manages daily workload requirements to include the planning and delivery of customer support services, troubleshooting, training, etc. Leads rapid response teams in response to customer service problems resulting from catastrophic events such as virus infections or wide spread power outages. Receives and ensures complete resolution of any help desk information systems trouble calls, prepares and analyzes metrics, manages trouble tickets, documents actions taken, and develops improved processes and training to enhance customer service. Coordinates, executes, implements, and maintains the installation and operation of customer application systems. Develops and manages customer performance requirements and customer support policies and procedures.

Requirements

• Must be a U.S. Citizen.
• 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.
• This is a Top Secret/SCI position with Yankee White.
• This is a drug testing position, subject to pre-employment and random drug testing.
• This position may require occasional TDY travel.
• This position is subject to recall/on call 24/7.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Applicants must demonstrate on their resume that they have IT-related experience demonstrating each of the four competencies listed below. - Attention to Detail - Customer Service - Oral Communication - Problem Solving 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 analyzing and resolving customer IT problems within the scope of activity operations. 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. Additionally, prior to reporting for duty the selectee must be found eligible for a DoD Top Secret security clearance with access to Special Compartmented Information (SCI) based upon an Single Scope Background Investigation (SSBI), AND be approved for Presidential Support Duty in accordance with Department of Defense Directive 5210.55 (Yankee White - Category II, minimum). This is an Excepted Service position and does not confer eligibility to be converted to the Competitive Service. If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment under 10 U.S.C. 1599f.

Education

There is no substitution of education for the Qualifying Experience at the GG-12 grade level.

Contacts

• Address DISA - WHITE HOUSE COMMUNICATIONS AGENCY 6910 Cooper Road Fort Meade, MD 20755 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]