This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. About the Position: This position serves as an Information Technology(Customer Support) position for the Joint Activities at Ft. Liberty, NC.

Duties

Independently provide informal training to Customers ensuring they understand the relationships of their automated information systems. Identify, analyze, and solve daily work assignments received by phone, email, user tickets, and face-to-face information. Independently troubleshoot basic computer and network problems and have the ability to articulate verbally and grammatically action taken in the troubleshooting process. Identify, Analyze, and Solve system failures to include hardware, software, and network related issues by determining the problem and taking the necessary corrective action to resolve the problem.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent must be able to obtain and maintain a Top-Secret clearance with access to Sensitive Compartmented Information (SCI).
• This is a drug testing designated position and requires the incumbent to complete a drug test examination prior to appointment and periodically thereafter.
• This position is subject to perform temporary duty up to 10%.
• Appointment to this position is subject to a one year probationary period unless previously completed.
• The incumbent may be subjected to short notice recall. Must reside within a 50-mile radius of duty location.
• The employee may be required to work uncommon tours of duty hours, working either fixed or rotating shift which may include evenings, weekends and/or holidays.
• This position has been designated "Weather Essential". In the event of severe weather conditions or other such emergency type situations the Incumbent maybe required to report to work or remain at work to support the mission operations.
• This is an Information Assurance Workforce position. Incumbent must meet position requirements for certification at Level II in Information Assurance Technical (IAT-II) within six (6) months or less of entrance on duty.

Qualifications

Who May Apply: US Citizens 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. Basic Requirement for IT Specialist (Customer Support): Specialized Experience: One year of specialized experience which includes 1) assisting customers in resolving technical problems and providing first tier support to customers in multiple areas of Information Technology (IT); 2) Configuring a wide variety of computer hardware/software; 3) Maintaining network operations. 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 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. You will be evaluated on the basis of your level of competency in the following areas: 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
• Name: Army Applicant Help Desk
• Email: [email protected]