This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. About the Position: This position serves as a Supervisory Information Technology Specialist (Customer Support) for the Joint Activities Command. This position is located in Fort Liberty, North Carolina.

Duties

Directs daily work assignments in terms of trouble tickets, work orders, and/or project information. Responsible for the troubleshooting, diagnostics and resolution of technical problems identified in service tickets, initial setup of personal computers to include loading software and network cards. Conducts analysis on service ticket reports to determine trending information and provides solutions to improve service support to the Command. Serves as the first-line supervisor for approximately 5-10, personnel who are engaged in providing IT and telecommunication support services. Plans work, establishes priorities and deadlines and assigns work to be accomplished by the Customer Support and Service Desk Section personnel.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Appointment to this position is subject to a one year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• This position is supervisory as defined by the Office of Personnel Management's (OPM) General Schedule Supervisory Guide (GSSG). A one year probation to assess your ability to perform supervisory duties is required unless previously completed.
• This position is designated as sensitive IT-II for Information Technology purposes.
• Employee must be able to obtain and maintain IAT Level 2 certification by completing one of the commercial certifications as outlined in DoD 8570.01 within Twelve (12) months of employment.
• May be subjected to short notice recall. Must reside within 50-mile radius of duty location.
• May be required to work uncommon tour of duty hours, working either fixed or rotating shift which may include evening, weekends and or Holidays.
• Incumbent must be able to obtain and maintain a determination of eligibility for a Top Secret security clearance with Sensitive Compartmented Information and potential Special Access Program authorization access for the duration of employment.
• The duties of this position meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. This position is subject to a pre-employment screening, and random testing thereafter.
• This position may require Temporary Duty (TDY) 30 days or less with travel to various locations approximately 10% of the time.
• This position has been designated “Weather Essential”. Please see additional information section for more information.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the 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 Supervisory Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes experience: 1) Analyzing Information Technology (IT) operations, desktop operating software, and systems management, to provide customer support.2) Setting up of personal computers to include loading software and network cards. 3) Providing appropriate support (troubleshooting, installations and configuration) for desktop systems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service GS-11. 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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Contacts

• Address DN-APF-W4GKAA HQ JOINT SPECIAL OPERATIONS CMD DO NOT MAIL Fort Liberty, NC 28310 US
• Name: Army Applicant Help Desk
• Email: [email protected]