This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the DISA-OC/ENDPOINT & CUSTOMER SRVC DIR (FE3J1).

Duties

Serve as principal technical authority and lead specialist with responsibility to ensure effective, economical, and advanced technical management of customer computing requirements fora assigned systems and applications. Coordinate, execute, implement, and maintain the installation and operation of customer application systems. Provide advice and assistance to customers and troubleshoot the most complex problems in a manner that minimizes service interruptions. Provide technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components. Develop, interpret, plan and apply policy, process, provider and strategy in the delivery of multi-discipline IT services required to achieve date and system integration/interoperability for assigned systems and applications. Develop, update and maintain a comprehensive database of technical and corresponding resolutions. Evaluate and report on new tools and trends in the customer support field.

Requirements

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• 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 drug testing position.
• Must be able to obtain/maintain Top Secret security clearance.
• This is a Mission Essential position and incumbent may be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Attention to Detail- experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague. Customer Service- experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs. Oral Communication- experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience. Problem Solving- identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions. AND Qualifying Experience: To qualify at the GG-13 level, 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 providing technical guidance, advice, and support to internal and external customers in troubleshooting previously escalated issues and resolving complex desktop operations problems, in a manner that minimizes service interruption. 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.

Education

There is no substitution of education for the qualifying experienceat the GG-13 grade level.

Contacts

• Address DISA - FE/Global Service Desk Division 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]