About the Position: The person in this position will serve as the point of contact for day-to-day work, providing technical guidance, direction and coordination to the Tier II Support Information Technology Specialists. The person will be responsible for applying IT expertise and includes feasibility, technical evaluation, justification, installation, implementation, management, and administration of IT systems. This is a Direct Hire Solicitation

Duties

Correct all IA issues (High Priority) weekly, troubleshoot all problems reported by ESD weekly, assist hand receipt holders with locating network equipment. Provide technological oversight and assistance with video teleconference systems. Implement adequate procedures to guard against unauthorized access, updates, copy or destruction of programs, user files or network configuration data. Mentor and/or guide the help desk staff that are responsible for troubleshooting Personal Computer (PC) hardware and software problems, user connectivity to the Local Area Network (LAN). Assign work based on priorities, requirements and capabilities. Serve as the hand receipt holder for the Information Technology department's storage devices. Participate in a wide variety of automation projects and studies with an emphasis on desktop configuration, implementation and activity-unique services. Participate in the identification, evaluation and recommendation of technological advancements pertaining to new hardware, software and communications that will enhance the organization's automation architecture. Provide guidance on training as needed for hand receipt holders. Manage the lifecycle Computer Hardware, Enterprise Software and Solutions (CHESS) Program requests for the organization and the Information Management Division.

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 requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• Employee must meet requirements of IAT II. Must be able to obtain and maintain updated certifications per DOD Directive 8570.1-M, AE 25-2, and as detailed in the information assurance (IA) training and certification Best Business Practice (BBP).
• A valid state driver's license to operate government vehicles is required.
• This position requires Information Assurance (IA) Level II certification. The incumbent must acquire this certification within six months of entering on duty.
• This position may require 10% travel around or away from duty station.

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 Information Technology Specialist (Customer Support): Specialized Experience: One year of specialized experience which includes managing help desk tickets; providing technical expertise for hardware, software, and desktop applications; and troubleshooting any hardware and software components. 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.

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 JT-DHA-DD83CS DHA STAND-ALONE MKT-GUTHRIE AHC DO NOT USE Fort Drum, NY 13602 US
• Name: Army Applicant Help Desk