About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25. This position is located at the FORT LIBERTY NC, ENTERPRISE SYSTEMS DIVISION - Customer Service Branch (CSB). The incumbent will provide customer and technical support in multiple areas.

Duties

Plan and prioritize tasks based on existing and anticipated assistance requests and their effect on the ability to meet mission objectives. Serve as the principal point of contact for resolving customer questions or problems concerning hardware, software, password violations, telecommunications, NASE and/or classroom networks, and work orders. Assure uniform adherence to all administrative and operational policies and procedures. Provide effective and timely support services to Secret Internet Protocol Router Network (SIPRNET) end users to include: network entry, network navigation techniques, inter-user communication, network connectivity, and resource sharing. Identify and define business or technical requirements applied to the design, development, implementation, management and support of systems and networks. Provide advice and guidance on a wide range and variety of complex IT issues and ensure that work orders are completed to the customer's satisfaction and to work order standards.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• This position is designated as noncritical-sensitive IT-II for Information Technology purposes; employee must be able to obtain and maintain a SECRET clearance.
• This position requires the employee to occasionally travel (in the most expedient manner) away from the normal duty station up to 10%.
• The employee may be required to work overtime.
• The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays.
• The employee must possess or be able to acquire Information Security certificates (i.e. Security Plus)
• A physical is required due to lifting and moving computer equipment weighing up to 40 pounds and to have the ability to discern colors, contrast, and depth.
• Must possess a valid motor vehicle driver?s license.
• May be required to wear an electronic pager or cellular telephone and maintain a working home telephone at all times for occasions when the employee is on call.
• Incumbent must be able to obtain and maintain updated certifications per DoDM 8140.03, AR 25-2, and as detailed in the Information Assurance (IA) Training and Certification Best Business Practice (BBP).
• Must be able to obtain Microsoft Certified Desktop Professional within 6 months 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 Army Cyber Excepted Service (CES) EmployeeCurrent Army Defense Civilian Intelligence Personnel System (DCIPS) EmployeeCurrent Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) PositionsCurrent Department of Army Civilian EmployeesCurrent DoD Cyber Excepted Service (CES) Employee (non-Army)Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service PositionsNon-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service PositionsReinstatementUnited States Citizen Applying to a Cyber Excepted Service (CES) Position Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. 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. To qualify based on your experience, your resume must describe one year of specialized experience which demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience in your resume must have quality experience demonstrating ALL of the following: providing advanced technical support to end-users or other technicians; troubleshooting various network user technical issues; escalating more complex problems to senior level technicians; and installing new software, versions or updates for customers. 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 work independently that rarely requires editing or review 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (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: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (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: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR Education: 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, three full years of graduate education 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.

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 KB-W4NHAA NETCOM DO NOT MAIL Fort Huachuca, AZ 85613 US
• Name: Army Applicant Help Desk