About the Position: This position is located at: 99th Readiness Division, Customer Support Branch, Information Management Office, Fort Dix, NJ.

Duties

Develop and conduct training to staff and supported customers. Provide user assistance and helpdesk resolution. Resolve technical support issues for Command. Install hardware and software to communication systems. Analyze equipment reliability and recommend IT modifications. Develop telecommunications standards, procedures, and guidance.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Must be Security + certified within 6 months of start of employment.

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. Current Department of Army Civilian EmployeesCurrent Department of Defense (DOD) Civilian Employee (non-Army)Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceExecutive Order (E.O.) 12721Interagency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APriority Placement Program, DoD Military Spouse Preference (MSP) EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 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. This position has a basic requirement of successfully completed a 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, a three year graduate degree 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. OR Related experience that demonstrates each of the four competencies below. (1) Attention to Detail: Completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) Customer Service: Resolving routine and non-routine problems, questions, or complaints; serving as a primary resource for customers requesting assistance with complex issues or providing face-to-face and hands-on assistance when necessary; conducting evaluation of support to determine quality of services and customer satisfaction; recommending procedural changes based on customer need or changes in policy and/or regulation; and participating in meetings and providing advice to customers in own area of expertise. (3) Oral Communication: Clearly 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: 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. AND In addition to meeting the basic requirement above, to qualify for this position you must also meet the qualification requirements listed below: One year of specialized experience which includes installing new or existing telecommunications systems or related equipment; monitoring escalated actions and tickets or using standardized troubleshooting protocols; provide desktop support with customer service, user account management, installing and troubleshooting hardware/software; and assisting customers in finding solutions to routine issues. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). You will be evaluated on the basis of your level of competency in the following areas: Configuration ManagementCustomer ServiceSystem AdministrationTechnology 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-09).

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.

Contacts

• Address DE-APF-W6KHAA 99TH US ARMY RESERVE REGIONAL SPT CMD DO NOT MAIL Fort McCoy, WI 54656 US
• Name: Army Applicant Help Desk