About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25.

Duties

Resolve Level II and Level III customer incidents, providing system administration for IT systems on Secure and Non-secure Internet Protocol Router (SIPR and NIPR) networks, documenting all problems and resolutions. Monitors the incident ticket database to ensure incident tickets are resolved in a timely manner; researching data for trend analysis; and using this information for problem resolution and to write technical notes to assist the Help Desk technicians. Serves as technical liaison, providing Information Technology and guidance to other IT support staff. Responsible for the troubleshooting, diagnostics and resolution of technical problems identified in customer incidents. Ensures Help Desk Standard Operating Procedures (SOPs) and Technology Transition Plans (TTPs) are current. Identify problems related to specific types of hardware/software and coordinate with CAPR Action Officer for long term resolution to ensure future procurements are corrected. Responsible for the initial setup of personal computers to include imaging, loading software, configuring network cards, obtaining IP address within the correct subnet, connectivity to NIPR and SIPR networks, and completing technical inspections. Coordinate with other work centers to resolve problems and recommend procedural changes.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• May be required to respond to call outs and/or work rotating shifts, weekends, and holidays to provide 24-hour continuous coverage of the SIPRNet and NIPRNet networks.
• Must be able to obtain and retain a TOP secret security clearance. Critical Sensitive-Position/IT Level I ADP duties as administrator or maintenance for IA devices. Requires a Single Scope Background Investigation (SSBI).
• May require travel up to 10%.
• This position is eligible for certification IAW DoD 8570-01-M, 12/19/05; MUST HAVE REQUIRED TRAINING/CERTIFICATION FOR POSITION WITHIN 6 MTHS START DATE AND MAINTAIN CERTIFICATION.
• Position is designated "Mission Essential."
• In the event of severe weather conditions/other such emergency type situations (natural/man-made disaster) the incumbent is required to report to work/remain at work as scheduled to support mission operations.
• This position is designated as Key. The position cannot be vacated during a national emergency or mobilization without seriously impairing the mission.
• See "Additional Information" section for additional requirements.

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. Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. 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. To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience would be demonstrated by Experience resolving Desktop Support customer incidents, providing system administration for IT systems on (SIPR and NIPR) networks, documenting problems and resolutions; monitoring a service ticket database to ensure tickets are being resolved in a timely manner. Experience troubleshooting, diagnostics and resolving technical problems identified by customers, initial setup of personal computers to include imaging, loading software, and ensuring connectivity to NIPR and SIPR. 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.

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.

Contacts

• Address KB-W05UAA NETCOM/9th Army Signal Command DO NOT MAIL Fort Wainwright, AK 99703 US
• Name: Army Applicant Help Desk