About the Position: The U.S. Military Entrance Processing Command, headquartered in North Chicago, IL, is a jointly staffed command, staffed by representatives of all branches of the Armed Forces. The command, through its 66 military processing locations (Military Entrance Processing Stations (MEPS)/Remote Processing Stations (RPS)), determines whether applicants are qualified for enlistment based on standards set by each of the services. This position will be filled on a permanent basis.

Duties

As a Lead Information Technology Specialist (Customer Support), you will: Provide IT technical advice, analysis, guidance, and assistance to staff on a variety of user computer/telephone products and devices Install and troubleshoot computer hardware and software Lead a team in identifying, distributing, and balancing workload and task among employees Monitor progress of work to provide status reports Assign tickets to IT service desk staff and ensure adequate coverage of IT service desk Design courses of instruction for IT users Train organizational personnel on computer systems and software

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position has been designated as non-critical sensitive as defined in DoD 5200.2-R, and requires you to possess, or obtain and maintain, for the duration of employment, a SECRET clearance.
• Position requires you to satisfactorily complete the appropriate training and earn the required certification as outlined in DoD 8570.01-M, Information Assurance Workforce Improvement Program, dated Dec 19, 2005 (incorporating Change 4, 10 Nov 2015).
• This position requires the employee to possess or obtain and maintain a CompTIA A+ (or equivalent) within 6 months of hire date.

Qualifications

**Telework eligible position - Position has an official duty location of North Chicago, IL and is eligible for Situational Telework at the discretion of the Command. This position is NOT eligible for remote work (remote duty location). If telework is approved, selectees will be required to report to their official duty location as outlined in their telework agreement.** This is an open continuous announcement, meaning that several vacancies may be filled throughout the announcement period or name will be pulled this vacancy is filled. As applicants apply, a pool of candidates are generated. Once a vacancy occurs, candidates will be reviewed and referred to the hiring manager for consideration. The first cutoff date is 24 September 2023. Additional cutoffs will occur as vacancies are identified or upon request of management or until position(s) are filled. 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. 30 Percent or More Disabled VeteransCurrent Department of Army Civilian EmployeesCurrent Department of Defense (DOD) Civilian Employee (non-Army)Interagency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferPeople 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 experience and/or education 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. Basic Requirement for Lead Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes: Troubleshooting Information Technology (IT) software and/or hardware to determine appropriate corrective actions to be taken; Installing IT hardware and/or software to meet organizational technological requirements; Conducting maintenance of information technology assets such as networks, databases, operating systems, software, and applications to ensure optimal operation. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). 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 includes: 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 Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below: 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. You will be evaluated on the basis of your level of competency in the following areas: Ability to lead or superviseInformation Technology Customer SupportTeaching Others 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). If you are a current, Federal employee, you must include your pay plan, series and grade in your work experience(s) on your resume submission and/or upload supporting documentation (within-grade increase SF50) to show that you meet the time-in-grade requirement. In addition, if your step reflects '00', you must include your current salary for each position.

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.

In order to qualify for this position, based on your education, education substitution, or combination of education and experience, you must have either completed the education requirement, or will complete this requirement within thirty (30) days from the closing date of this announcement. If you will not complete this requirement within thirty (30) days of the closing date of this announcement, you will be rated as Not Qualified for this position.

You must provide appropriate documentation to reflect when you will meet the education requirement. Appropriate documentation includes: (1) Resume indicating your projected completion/graduation date; OR (2) Transcripts indicating your projected completion/graduation date; OR (3) A letter signed by the institution's registrar indicating your projected completion/graduation date.

Contacts

• Address BG-APF-W37NAA HQ US MEPCOM DO NOT MAIL Rock Island, IL 61299 US
• Name: Army Applicant Help Desk