This position is located in the Defense Commissary Agency (DeCA) HQ, Information Technology Group, Field Services Directorate. The purpose of the position is to provide basic technical expertise in providing the full range of customer support services including the diagnosis, troubleshooting, remote and on-site installation, configuration, and maintenance of computer systems, IT hardware, enterprise software applications, and network problems.

Duties

Serves as the first point of contact for customer reported tickets by utilizing active listening to gather pertinent information, assess customers' needs, and diagnose the root cause of disconnects. Resolves routine incidents and complaints by providing relevant and timely solutions to ensure continuity of business operations. Communicates complex technical problems into the Remedy database for senior specialist resolution. Responsible for providing first level Information Technology (IT) customer support services to area/field offices throughout the Defense Commissary Agency (DeCA). Read the entire announcement before starting the application process.

Requirements

• Be a U.S. citizen or national. Applicants with a Permanent Resident Card are authorized to live and work in the U.S. but are not eligible for employment in positions requiring U.S. citizenship. If selected, proof of citizenship is required.
• Meet minimum age requirement. See the Additional Information.
• Males born after 12-31-1959 must be registered with or exempt from Selective Service.
• Appointment is subject to successful verification of identity and employment eligibility through E-Verify. Learn more about E-Verify, including your rights and responsibilities, at https://www.e-verify.gov/.
• Appointment is subject to a favorable suitability or fitness outcome, as determined by a completed background investigation. New federal employees will be fingerprinted.
• Be able to obtain and maintain clearance eligibility based on the appropriate background investigation.
• May be subject to a probationary/trial period.
• Direct deposit of pay is required.
• Meet the physical requirements identified in the Qualifications section.
• This is a Temporary position Not to Exceed one year.

Qualifications

You must meet the Office of Personnel Management (OPM) qualifications for series 2210 and additional requirements by the announcement closing date. Your resume (and/or transcript if necessary) must clearly show that you have the qualifications described below. You can use experience, education, superior academic achievement, or a combination of experience and education to qualify. Experience: One (1) year of specialized experience equivalent to at least the GS-5 grade level. Experience can be under other Federal service pay systems, private sector, or military. Examples of qualifying experience include: Performs periodic assessments of existing capabilities and assists with implementing new functionality in existing applications. provides training to end users on new or existing hardware, software, network equipment, and peripherals. Diagnose and resolve problems in response to customer incidents. OR Education: One (1) full year of graduate level education with major study; or superior academic achievement. OR Combination of experience and education. To calculate the combination, divide your total months of experience by 12, then divide your graduate level semester hours by the number of credit hours that the school attended has determined to represent 1 year of full-time study or 18 and add the two percentages. If the total is 100%, you meet the minimum qualifications through a combination of experience and education. You will receive credit for all relevant qualifying experience (paid and unpaid), including volunteer work done through National Service program (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Physical requirements: The work is primarily sedentary with some walking and standing in conjunction with travel to attend meetings and conferences away from the work site. May carry light items such as books, printouts, manuals, files, and equipment. The work does not require any special physical effort. As part of the online application process, you will respond to a series of questions designed to evaluate your level of experience in the position's competencies (knowledge, skills, abilities, and other characteristics). CommunicationInformation Technology Customer SupportIT principles, methods, and practicesMinimum Qualifications GS-07 (Two-Grade Interval) Overtime: Occasional Fair Labor Standards Act (FLSA): Exempt Bargaining Unit Status: Not Covered Obligated Position: Yes. This position is obligated to a DoD employee that has mandatory return rights after service in an overseas or non-foreign area. If the employee elects to exercise return rights, you may be removed from this position or placed into another position. Those retired under CSRS or FERS considered: No. DoD criteria not met. Work environment: The work is performed in a typical office setting with visits to various other offices to support projects. The work environment involves everyday risks or discomforts that require normal safety precautions. Recruitment/Relocation Incentives Offered: No Telework eligible: Yes Remote work eligible: No

Education

ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts and/or other documentation to support your educational claims.

Transcripts. REQUIRED when using education to meet qualifications or when education is required.

Foreign education may be qualifying if a private organization specializing in interpreting foreign education programs has deemed the foreign education equivalent to that gained in an accredited U.S. education program or a U.S. accredited college or university has given full credit for the foreign courses.

Unofficial transcripts from U.S. Department of Education accredited colleges, universities, schools, or institutions listing your name, the name of the school, the date and degree awarded, and the list of classes and credits earned are acceptable for the application process. If selected, official transcripts are required before a firm job offer is made. A photocopy of your degree/diploma is not acceptable.

When relying on foreign education, submit transcripts and a copy of the equivalency evaluation results letter with a course-by-course listing. Documents must be in English or include an English translation. The hiring employer for this position does not evaluate degrees from foreign colleges or universities.

Contacts

• Address DECA HQ 1300 Eisenhower Street Fort Gregg-Adams, VA 23801 US
• Name: DeCA HQ Servicing team
• Phone: 614-692-2331
• Email: [email protected]