About the Position: Provide and support implementation of a comprehensive, Army-enterprise, Web-based customer help desk program for appropriated and non-appropriated civilians, interns and all service component military personnel to ensure Army Medical Center of Excellence (MEDCoE) training mission is met. May also provide technical, administrative, and resource guidance support to managers/supervisors in administration of customer support services for Web/blended learning training programs.

Duties

Assist in overseeing the MEDCoE component of the enterprise, Web-based Army Enterprise Service Management Platform (AESMP) which supports inquiries associated with training delivered via the Army Learning Management System (ALMS), cont. cont. Army Training Information System-Learning (ATIS-Learning), Blackboard (Bb), and other learning management systems, and the issues associated with the Army Training Requirements and Resources System (ATRRS). Serve as the Functional Lead and Information Systems subject matter expert (SME) responsible for training and conducts quality check (QC) of junior help desk staff. Coordinate with other agencies in identification of resource requirements and implementation of Web-based customer support processes related to all aspects of job performance. Support correction of security vulnerabilities in assigned systems in response to problems identified in vulnerability reports. Coordinate resolution of customer support inquiries and issues with training manager and training providers.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.

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 EmployeesCurrent Department of Defense (DOD) Civilian Employee (non-Army)Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceExecutive Order (E.O.) 12721Interagency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APostal Service/Peace Corps and Other Unique AuthoritiesPriority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligiblePriority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability RetirementPriority Placement Program, DoD Retained Grade Preference EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 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. Specialized Experience: One year of specialized experience equivalent to the GS-09 level in the federal service which includes developing and implementing training and mentorship sessions; providing a variety of services essential to effective performance of Web-based customer support and learning management systems; monitoring availability and functionality of networks and systems and detecting and reporting problems; participating on teams responsible for implementing major systems changes; and anticipating customers' needs for information and assistance. 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. You will be evaluated on the basis of your level of competency in the following areas: Computer SkillsEducation and TrainingPlanning and EvaluatingTechnical 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 next lower grade or equivalent (GS-07).

Education

This job does not have an education qualification requirement.

Contacts

• Address FR-APF-W3VZAA US ARMY TRADOC MEDICAL COE DO NOT MAIL Fort Sam Houston, TX 78234 US
• Name: Army Applicant Help Desk