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.

Duties

Duties may vary based on organization and work role of the position selected for but may include the following: Serves as a technical analyst and primary customer liaison with responsibility for resolving difficult customer problems involving integration or configuration issues of a wide variety of applications, and desktop configurations Provides technical advice and assistance to include troubleshooting, diagnosing, and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements for new or modified systems and services based upon an analysis of business needs and practices. Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database. Applies information security/information assurance policies, principles, and practices in the delivery of customer services. Coordinates, executes, implements, and maintains the installation and operation of customer application systems. Develops specifications for user instruction manuals based upon customer needs. Develops and manages customer performance requirements and customer support policies and procedures. Serves as the technical analyst and resolves the complete range of problems within the scope of the activity operations and refers operational problems requiring specialized expertise to the appropriate technical expert.

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.
• Drug testing may be required.
• Shift work may be required.
• Recall/On Call 24/7 may be required.
• Rotating shifts may be required.
• Incumbent may be required to complete Foundational and/or Residential Qualification requirements and any future Cybersecurity Workforce qualification/credentialing requirements as defined by the DoD 8140 policy.
• Position may be designated as Mission Essential and incumbent may be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.
• The position may require the selectee to hold a current DoD Top Secret security clearance based upon a Single Scope Background Investigation (SSBI).
• Prospective candidates may have to meet criteria for Presidential Support Duty in accordance with DoD Directive 5210.55 (PSD Category II, minimum).
• Security Clearance level may be Secret, Top Secret or Yankee White.
• This position may require an OGE 450, Confidential Financial Disclosure Report required within 30 days of appointment pursuant to 5 CFR 2634.903(b) (DoD 5500.7).
• The incumbent may have to obtain Acquisition certification in the Test and Evaluation Functional Area at the Practitioner Functional Tier within 60 months of entry into this position.
• Salary plus Cost-of-Living Allowance (COLA) is authorized for Ford Island/Pearl Harbor, Hawaii. This rate is subject to change without notice.
• Information Assurance (IA) Certification may be required.

Qualifications

Positions will be filled as vacancies occur. The Full Performance Level (FPL) may be either GG-07, GG-09,GG-11, or GG-12 and is determined based on the position being filled. Management has the discretion to select candidates at grade levels below the FPL and promotions are not guaranteed. In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Qualifying Experience: To qualify 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 the GG-07 position, qualifying experience is defined as: Experience assisting and researching customer desktop issues. For the GG-09 position, qualifying experience is defined as: Experience assisting, troubleshooting, documenting customer inquiries, and/or providing technical advice and assistance to customers. For the GG-11 position, qualifying experience is defined as: Experience troubleshooting computer problems in a manner that minimizes interruptions. For the GG-12 position, qualifying experience is defined as: Experience resolving customer problems with system integration, research, evaluation of configuration issues with applications and/or desktop configurations. 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 submitting application.

Education

GG-07 Substitution of Education for Experience: One full year of graduate level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or superior academic achievement (SAA) with a degree 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, may be substituted to meet the specialized experience requirement.

GG-9 Substitution of Education for Experience: Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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.

GG-11 Substitution of Education for Experience: Qualifying Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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.

There is no substitution of education for the qualifying experienceat the GG-12 grade level

To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education .

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by the National Association of Credential Evaluation Services at the time of application. National Association of Credential Evaluation Services .

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]