This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Senior Work Level within the CES Occupational Structure. It is located in the DISA ???????J6(GSVC)/ENDPOINT & CUSTOMER SVC DIR (FE3A).

Duties

Serves as principal technical authority and lead specialist with responsibility to ensure effective, economical, and advanced technical management of customer computing requirements for assigned systems and applications. Develops, interprets, plans and applies policy, process, procedure and strategy in the delivery of multi-discipline IT services required to achieve data and system integration/interoperability for assigned systems and applications. Provides advice and assistance to customers and troubleshoots the most complex problems in a manner that minimizes interruptions in customers ability to carry out critical business activities. Develops, updates and maintains a comprehensive database of technical and corresponding resolutions. Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards. Conducts trend analyses to identify areas where additional customer training and assistance is needed and initiates appropriate action such as defining new training requirements.

Requirements

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Location to be determined after selection is made.
• Must be able to obtain a Top Secret/SCI Security Clearance.
• This is a drug testing position.
• This position has been designated as "Mission Essential.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards. Customer Service- experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs. Oral Communication- briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience. Problem Solving- identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions. Qualifying Experience: To qualify at the GG-13, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience providing technical written guidance and advice in troubleshooting previously escalated issues and resolving complex problems with desktop operations to internal and external customers. Providing written guidance and reviews analytics in a manner that minimizes service interruption. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for the qualifying experienceat the GG-13 grade level

Contacts

• Address DISA - FE/Global Service Desk Division 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]