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. Shafter, Hawaii.

Duties

Determines procedures required to solve the problem upon assigned problem report/request for technical assistance. Determines cause, distinguishing between hardware/software problems, and takes appropriate action. Periodically staffs the IC help desk, servicing as a central control point for receiving/recording trouble calls/service requests/queries. Ensure all pertinent information required for proper resolution is obtained from the reporting activity and determines the nature of the problem/priority/impact/ urgency. Provides direct support for immediate problem determination/resolution. Refers unresolved problems to the appropriate action element. Reviews mini-/micro-processor hardware/software specifications to ensure implemented systems are maintainable, properly configured, and in accordance with established guidance/resource constraints. Meets with user personnel to discuss system deficiencies, recommended solutions, corrective action to be taken, planned improvements/ overall status. Conducts appropriate follow-up actions with end-users to ensure ADP support services are implemented and are consistent with requirements. Provides consultative services in the areas of hardware/software inventory/design/configuration, notification of software enhancement, and new product announcements.

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.
• Lifting up to 30 pounds is required.
• This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
• 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.

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 Army Cyber Excepted Service (CES) EmployeeCurrent Army Defense Civilian Intelligence Personnel System (DCIPS) EmployeeCurrent Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) PositionsCurrent Department of Army Civilian EmployeesCurrent DoD Cyber Excepted Service (CES) Employee (non-Army)Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service PositionsNon-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions 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. Basic Requirement for Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes: providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problems; and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).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. This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications.

Contacts

• Address KB-WEJH99 30TH SIGNAL BATTALION HHD AUG DO NOT MAIL Fort Shafter, HI 96858 US
• Name: Army Applicant Help Desk