About the Position: This position is with the 63rd Readiness Division, Customer Support Branch, Information Management Office, located at Moffett Field, California.

Duties

Develop and conduct IT training to staff and supported customers. Provide user assistance and helpdesk resolution. Acts as Network Administrator for a local area network. Resolve technical support issues for Command. Install hardware and software to computer systems. Analyze equipment reliability and recommend IT modifications. Develop IT standards, procedures, and guidance.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires CompTIA Security Plus certification.

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 Department of Army Civilian Employees 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. This position has a basic requirement of successfully completed a 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, a three year graduate degree 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. OR Related experience that demonstrates each of the four competencies below: (1) Attention to Detail: Completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) Customer Service: Resolving routine and non-routine problems, questions, or complaints; serving as a primary resource for customers requesting assistance with complex issues or providing face-to-face and hands-on assistance when necessary; conducting evaluation of support to determine quality of services and customer satisfaction; recommending procedural changes based on customer need or changes in policy and/or regulation; and participating in meetings and providing advice to customers in own area of expertise. (3) Oral Communication: Clearly 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. (4) Problem Solving: 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. AND This position also requires specialized experience: One year of specialized experience includes receiving, reviewing, and resolving computer/IT related problems; troubleshooting automated systems or hardware to diagnose malfunctions; and maintaining status of reports of open and closed help desk tickets. You will be evaluated on the basis of your level of competency in the following areas: Configuration ManagementCustomer ServiceSystem AdministrationTechnology Awareness 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 DE-APF-W6KEAA 63RD US ARMY RESERVE REGIONAL SPT CMD DO NOT MAIL Fort McCoy, WI 54656 US
• Name: Army Applicant Help Desk