About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25.

Duties

Serves as the Supervisor of the Action Request Center (ARC), responsible for providing enterprise information system and managed service support to ensure the availability and security (triage) of systems, networks, and data. Provides 24 x 7 oversight, advice, support, operations, and secure services to tactical and strategic organizational elements and coordinates and ensures quality of user support and investigation in all video, voice, and data telecommunications. Identifies Quality Assurance (QA) measures by reviewing Action Request Center (ARC) processes; addresses efficiencies by developing and implementing solutions. As the ARC senior technician, provides leadership for the investigation and resolution of particularly complex and/or potentially precedent-setting customer requests and incident handling. Develop, update, and maintain software, documentation, and training as required. Provides technical oversight and assistance for visiting personnel tasked to install, configure and troubleshoot customer hardware and software. Collects and analyzes performance metrics to assess ARC Team performance against a variety of standard measures. Uses knowledge of cyber operations and customer issues to research, evaluate and provide feedback on problematic trends and patterns in customer support requirements. Compiles and analyzes data to generate recurring and special reports, summarizing the quantity and nature of customer service requests, and overall measures of productivity. Plans, coordinates, schedules, monitors, and conducts authorized and non-authorized system interruption events to ensure availability of systems, network, and data for maintenance. Synchronizes periodic reports outlining the operational impact of network outages, degradations, and other significant activities in the Pacific Theater, the operational readiness of networks, and briefs this information in weekly meetings. Communicates with internal and external customers to provide information on changes to the network and telecommunication services. Prepares and distributes written communications that are easily understood by a broad audience.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• Must be able to obtain and maintain a Top Secret Security Clearance. Requires an advanced National Agency Check with inquiries/National Agency Check with local and credit check investigation.
• This position may require 24x7 duty as mission requires and is subject to rotating shift work including nights, weekends, and holidays.
• Temporary Duty (TDY) Travel will be required approximately 5-10% of the time and may require worldwide travel.
• One-year supervisory probationary period required. A one-year probationary period is required if the selectee has not previously met this requirement.
• See "Additional Information" section for additional requirements.

Qualifications

This position is in the (Supervision/Management) Work Category at the (Full Performance) Work Level within the CES Occupational Structure. 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. Current Army Cyber Excepted Service (CES) EmployeeCurrent Army Defense Civilian Intelligence Personnel System (DCIPS) EmployeeCurrent Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) PositionsCurrent Department of Army Civilian EmployeesCurrent DoD Cyber Excepted Service (CES) Employee (non-Army)Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service PositionsNon-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. 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. To qualify based on your experience, your resume must describe one year specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized and Other Experience: One year of specialized experience which includes Experience with various IT data collection and monitoring applications. Knowledge of networking procedures and network protocols. Skill in communicating complex technical information, orally and in writing. Skill in applying IT principles, methods and practices, and Information Assurance policies relevant to providing technical support for the operations of a diverse range of installed workstation and server resources. 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 qualifications requirement using experience alone--no substitution of education for experience is permitted.

Contacts

• Address KB-W058AA-9TH ARMY SIGNAL COMMAND DO NOT MAIL Fort Shafter, HI 96858 US
• Name: Army Applicant Help Desk