About the Position: Performs duties associated with Help Desk functions, works with other specialists, and participates in the operational team. Responds to inquiries from serviced individuals and organizations.

Duties

Perform duties as the Information Technology (IT) Specialist (Customer Support) associated with IT Help Desk functions, work with other specialists, and participates in the operational team. Answer phone calls from a wide variety of customers and respond to IT inquiries from serviced individuals and organizations. Provide technical guidance, advice, and on-the-job training as well as assistance to customers. Provide recommendations to other team members and management based on independent research and technical evaluation of available equipment, programming and networking capabilities, taking test results and available performance reports into account. Take a primary-roll in analyzing trends in the nature and level of demands for organizational IT services. Utilize databases to track significant issues and events in order to facilitate trend analysis and customer needs. Serve as IT journey level team member providing input regarding chronic and/or unique customer problems encountered or concerns voiced. Participate in formulating and implementing innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position has been designated "Mission Essential".
• This is an obligated position. An obligated position is one to which an employee has statutory restoration rights or entitlement based on active military service, recovery from a compensable injury, or return rights based on an overseas tour.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• Require completing, possess, maintain Security Plus CE certification IAW DoD Directive 8570.1-M, AR 25-2 and the Information Assurance Training and Certification Best Business Practice (BBP.) within six month of assignment to the position.
• Incumbent will be required to complete a one-year trial period.
• This is a Term position scheduled to last 3 years. A term position may be extended to a maximum of six years depending upon the needs of management.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. 30 Percent or More Disabled VeteransCurrent Department of Army Civilian EmployeesInteragency Career Transition Assistance PlanMilitary Spouses, under Executive Order (E.O.) 13473Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible In order to qualify, you must meet the education and/or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Basic Requirement for Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes One year of specialized experience which includes servicing in-house Information Technology (IT) customer issues; resolving a variety of computer system problems, hardware, software; and tracking IT problems, development, and resolutions. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others. (2) 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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (3) 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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. OR Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution 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. You will be evaluated on the basis of your level of competency in the following areas: Attention to DetailCustomer ServiceOral CommunicationTechnical Competence Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the second lower grade or equivalent (GS-09).

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address EA-APF-W1DXAA US ARMY ARMOR SCHOOL DO NOT MAIL Fort Moore, GA 31905 US
• Name: Army Applicant Help Desk