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. This position is located at Ft. Wainwright, Alaska.

Duties

Gathers data and perform diagnostic techniques to help identify solutions to problems. Serves as a principal point of contact for resolving customer questions or problems concerning Information Technology automation systems, software and/or hardware problems. Conducts one-on-one training via e-mail, creating work orders, and general desktop software procedures as directed and planned by the supervisor. Receives Video Teleconferencing (VTC) System reservation requirements from authorized officials/organizations and schedules and coordinates conferences. Provide technical support to users of information technology services at 59th Signal Battalion, Network Enterprise Center (NEC).

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).
• This is a testing designated position.
• This position may be designated mission essential. Employee may be required to remain on duty or report for duty during severe weather or other installation closings.
• Required to satisfactorily complete the appropriate training within 6 months of employment and maintain the required certification/recertification for this position.
• Temporary Duty (TDY) travel 5%.
• Lifting of up to 35 pounds is required.
• May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays. Call back and emergency duty are regular requirements of this position.

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. United States Citizen Applying to a Cyber Excepted Service (CES) Position 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 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 at least 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 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 networks. 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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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: convincingly 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 - 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: 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. This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.

Contacts

• Address KB-WHBV99 59TH SIGNAL BN HHD AUG DO NOT MAIL Fort Wainwright, AK 99703 US
• Name: Army Applicant Help Desk