This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Domestic Defense Industrial Base (DIB) and Major Range and Test Facilities Base (MRTFB) to recruit and appoint qualified candidates to positions in the competitive service. About the Position: The IT Specialist is responsible for consulting and providing problem resolution to a variety of computer problems through a centralized Help Desk.

Duties

Perform duties associated with Help Desk functions and responds to inquiries from serviced individuals and organization. Respond to customers to appropriate resource for response to inquiry or resolution of problem. Work with other team members to identify and eliminate chronic computer problems. Provide technical guidance, advice and on-the-job training as well as assistance to customers and makes recommendations to them. Assists in the review of functional user justifications and requirements for new or additional IT capabilities in the form of hardware, software, and/or communication equipment. Provides data from ticketing system for data calls for data calls and IT Metrics.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment.
• This position has a requirement to lift up to 50 lbs. in the regular performance of duties.
• Appointment to this position is subject to a one-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• This position has a Temporary Duty (TDY) or business travel requirement of 5% of the time.
• This position requires a government driver's license is obtained within 30 days of hire and maintained for the duration of employment.
• This position requires the ability to obtain and maintain the DoD Baseline IA Certification for the IA Technical Level I as outlined in DOD 8570.
• This position requires CompTIA A+ certification be obtained within 6 months of hire.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the education/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. Information technology experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) must be related to demonstrating each of the four competencies, as defined below: Experience Requirement: Specialized Experience GS-07: One year of specialized experience which includes 1. Attention to Detail - Providing problem resolution to a variety of computer problems through a centralized Help Desk. 2. Customer Service - Resolving problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. 3. Technical - Resolving hardware level, systems level, communications interfacing, and applications level compatibility problems on both networked and stand-alone computer equipment.4. Customer Support - Applying customer service and customer support principles and methods; systems installed in customer organizations; training methods; and knowledge-based applications; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, applications, protocols, and equipment. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05). OR GS-07- One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours and required the development or adaptation of applications, systems, or networks. Education must demonstrate the competencies/knowledge, skills, and abilities necessary to do the work. (Note: You must attach a copy of your transcripts.) Specialized Experience GS-09: One year of specialized experience which includes 1. Attention to Detail - Providing problem resolution to a variety of computer problems through a centralized Help Desk. 2. Customer Service - Resolving problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. 3. Technical - Resolving hardware level, systems level, communications interfacing, and applications level compatibility problems on both networked and stand-alone computer equipment.4. Customer Support - Applying customer service and customer support principles and methods; systems installed in customer organizations; training methods; and knowledge-based applications; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, applications, protocols, and equipment. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). OR GS-09- A master's degree or equivalent graduate degree or 2 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, two full years of graduate education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours and required the development or adaptation of applications, systems, or networks. (Note: You must attach a copy of your transcripts.

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


Education Requirement GS-07- One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours and required the development or adaptation of applications, systems, or networks. Education must demonstrate the competencies/knowledge, skills, and abilities necessary to do the work. (Note: You must attach a copy of your transcripts.)

Education Requirement GS-09- A master's degree or equivalent graduate degree or 2 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, two full years of graduate education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours and required the development or adaptation of applications, systems, or networks. (Note: You must attach a copy of your transcripts.

Contacts

• Address BS-APF-W0K4AA US ARMY PINE BLUFF ARSENAL DO NOT MAIL Pine Bluff, AR 71602 US
• Name: Army Applicant Help Desk
• Email: [email protected]