About the Position: This position is in the Defense Civilian Intelligence Personnel System (DCIPS). Employees occupying DCIPS 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 ST-IC-W1E8AA USA INTELLIGENCE CTR OF EXCELLENCE. Customer support Helpdesk Tier I and II for computers, hardware, peripherals, software, application software requirements, and end user requirements.

Duties

Provide effective and efficient troubleshooting and IT expertise to USAICoE G6 staff and various geographically separated units to resolve complex problems for customer hardware and software and user requirements. Maintain operational control and administrate, maintain and monitor the Unclassified and classified networks. Monitor an Information Technology Service Desk supporting both local and remote users on various networks which includes but not limited to (NIPRNet, SIPRNet, JWICS, NSANet, BICES, STONEGHOST). Act as the recognized technical expert for customer hardware, operating systems and applications, utilities, peripherals and communication protocols. Serve as a point-of-contact for the IT Customer Service Support for routine service calls. Provide technical and end-user support for PC-based and nationally supported automated systems. Systems Administrator on workstations on all networks. Respond to routine hardware and software questions, problems, and issues. Keep abreast of changing technology and maintain liaison with other computer personnel to ensure utilization of current principles and techniques. Perform network user system administration tasks such as managing Active accounts (enabling, unlocking and CAC provisioning). Including adding and deleting active directory domain controllers, assigning permissions, and performing maintenance. Resolve IT issues effectively and efficiently by analyzing, diagnosing, and documenting problems, to include hardware and software interface with Network Enterprise Command (NEC) infrastructure, policies and communication. Optimize computer usage by researching and recommending enhancements to system capabilities and performance.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Must be able to obtain and maintain a Top Secret security clearance based on a T5 investigation/Single Scope Background Investigation (SSBI) with eligibility for sensitive compartmented information (SCI).
• In accordance with Change 3 to AR 600-85, Alcohol and Drug Abuse Prevention and Control Program, individual must successfully pass a urinalysis screening for illegal drug use prior to appointment and periodically thereafter.
• This position is designated as IAT II for IA/cybersecurity certification. Employee must obtain and maintain appropriate certification compliance IAW DoD 8570.01 or other applicable requirement as directed within six months of hire.
• Two year trial/probationary period may be required.

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. 10-Point Other Veterans? Rating30 Percent or More Disabled Veterans5-Point Veterans' PreferenceCurrent Army Defense Civilian Intelligence Personnel System (DCIPS) EmployeeCurrent Department of Army Civilian EmployeesCurrent Department of Defense (DOD) Civilian Employee (non-Army)Current DoD Defense Civilian Intelligence Personnel System (DCIPS) Employee (non-Army)Defense Civilian Intelligence Personnel System (DCIPS) Interchange AgreementDisabled Veteran w/ a Service-Connected Disability, More than 10%, Less than 30%Non-Department of Defense (DoD) TransferPrior Federal Service EmployeeUnited States Citizen Applying to a DCIPS Position Army DCIPS 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 2005, DCIPS Employment and Placement. 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. To qualify, applicants must have one year or more of specialized experience equivalent to the next lower grade/level. Specialized experience is defined as experience performing a variety of IT/automation support duties related to the security, maintenance, troubleshooting, and implementation of hardware, software, applications/functional areas to assist end users in successfully utilizing automated products and systems used in carrying out the training functions; monitoring performance of systems, and performs diagnostics on system operations to identify problems and trends in processor efficiency, linkages to networks, effectiveness for user requirements, and other similar factors; and, using established tracking system to log requests, monitor trouble tickets, track problem resolution, identify patterns of failure, research bug fixes and implement solutions. This definition of specialized experience is typical of work performed at the next lower grade/level in the federal service (GG/GS-11). Specialized experience includes, or was 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; and, (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. 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. You will be evaluated on the basis of your level of competency in the following areas: Network ManagementNetwork OperationTechnical Competence

Contacts

• Address ST-IC-W1E8AA USA INTELLIGENCE CTR OF EXCELLENCE DO NOT MAIL Fort Huachuca, AZ 85613 US
• Name: Army Applicant Help Desk