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 (FE333).

Duties

Serves as a Section Chief directing and supervising employees highly skilled in customer support. Responsible for the overall management of functions and staff required to support the planning, and delivery of customer support services, including troubleshooting, customer assistance, and or training, in response customer requirements. Manages and directs accomplishment of highly critical mission and functions of the organization supported. Studies appropriate journals, participates in computer users' technical seminars, maintains contacts with vendor personnel, and takes other actions as appropriate to maintain up-to-date knowledge in the field. Provides technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components.

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.
• Must be able to obtain a Top Secret/SCI Security Clearance.
• This is a drug testing position.
• Shift Work Required. Schedule: 24x7, 0800-1600, 1600-1200, 1200-0800
• Position is day shift position with a schedule of Monday through Friday.

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: Capturing, researching, and escalating IT incidents to end users as well as supporting and coordinating efforts within an enterprise IT environment and providing efficient communication to all levels of management. 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]