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 Full Performance Work Level within the CES Occupational Structure. It is located in the DISA J6(GSVC)/ENDPOINT & CUSTOMER SVC DIR (FE3B1).

Duties

Resolves complete range of problems within the scope of the activity operations and refers operational problems requiring highly specialized expertise to appropriate experts. Provides advice and assistance to customers and troubleshoots the most complex problems in a manner that minimizes the customers' ability to carry out critical business activities. Serves on application implementation team to ensure that customer service requirements are addressed. Conducts trend analyses to identify areas where additional customer training and assistance is needed and initiates appropriate action such as defining new training requirements. Applies customer support concepts and methods; procedures for troubleshooting and recovering systems and files; installed operating systems, network systems, applications, and other equipment in order to serve as senior customer technical analyst.

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. Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.
• Shift work may be required.
• Employee may be subject to recall or call back during off-shift hours, 7 days a week, 24 hours a day, if required by upper management.
• 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.
• Must be able to obtain a Top Secret/SCI Security Clearance.
• Salary plus Cost-of-Living Allowance (COLA) is authorized for Ford Island/Pearl Harbor, Hawaii. This rate is subject to change without notice.
• A three-year probationary or trial period may be required.
• Moving costs MAY be paid.
• Recruitment, relocation, or retention incentives MAY be authorized. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable.
• The DoD policy on overseas employment for civilian employees limits overseas tours to 5 years. Extensions beyond 5 years are designed to provide management flexibility to meet defined mission requirements that otherwise cannot be made.
• U.S. citizens in Germany under ordinary resident status are not eligible to apply for appointment under Status of Forces Agreement (SOFA).
• Current Federal employees within CONUS who are selected through a formal competitive recruitment process for a lower graded position overseas may be afforded pay retention if their pay would otherwise be reduced.
• Pay retention may be granted to employees already in the overseas area if the recruitment efforts had been extended outside the overseas command involved and the individual selected will have to PCS.
• Locality rates of pay will not be used for pay setting when transferring to the overseas area.
• This position is subject to the limitations imposed by the DOD Priority Placement Program.
• Eligibility for foreign-area allowances such as Foreign Post Allowance and Living Quarter Allowance will be determined at the time of hire.

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-12, 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: troubleshooting and resolving customer problems with mobile devices, as well as the evaluation of configuration issues with applications and mobile services. 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-12 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]