About the Position: The supervisor provides administrative and policy direction in terms of broadly defined missions or functions of the organization affecting the U.S. Army North (ARNORTH) Headquarters and United States Northern Command (USNORTHCOM). he primary purpose of this position is to serve as a first level supervisor, providing planning, directing, organizing, and exercising control over nonsupervisory employees assigned to the Army North G6 Help Desk Section.

Duties

Plan, organizes, and directs the activities of the HQ U.S. Army North G6 Help Desk Section, ensuring that information technology help desk support provided complies with legal and regulatory requirements. Develop goals and objectives that integrate organization and customer service and technical support objectives. Assigns work to subordinate employees based on organization priorities and consideration of difficulty and requirements of assignments . Establishes metrics and analysis systems to ensure actions are timely and reviewed at critical points. Advise and provides counsel to employees regarding policies, procedures, and directives of management. Meets with key customer and coordinating officials to assess customer satisfaction, explain organization policy and procedures, and resolve problems that arise. Participates with operating officials, computer users, and others in progress review of established systems to determine the reliability, productivity, and user friendliness of the existing network system hardware, workstations, and software.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent of this position may be required to Travel for duty (TDY) up to 10% of the time. Work may occasionally require travel away from the normal duty station on military or commercial aircraft.
• Incumbent of this position must be able to obtain and maintain a Top Secret security clearance.
• This position is covered by the Alcohol and Drug Abuse Prevention and Control Program.
• Incumbent of this position may occasionally be required to work other than normal duty hours.
• Incumbent of this position must possess and maintain a valid US state and local government driver's license IAW AR 600-55.
• This position requires an appropriate Information Assurance baseline certification within 6 months of appointment IAW DoD Directive (DoDD) 8140.01.
• A Supervisory Probationary Period maybe required.

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 WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473People with Disabilities, Schedule APriority 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. Specialize Experience: One year of specialize experience which includes includes Information Technology (IT) helpdesk support within a command and a wide range of customers; experience in planning, organizing or directing the activities of a command Help Desk Section to ensure that information technology help desk support provided complies with legal and regulatory requirements and meets customer needs. 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. 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: Administration and ManagementInformation ManagementInformation Technology Performance AssessmentLeadership 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-11).

Education

Current Microsoft certifications (e.g., Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), and Microsoft Certified Solutions Developer (MCSD) certifications) is highly desired, but not required.

Current Linux related certifications (e.g., Red Hat Certified System Administrator (RHCSA), Red Hat Certified Architect (RHCA), Red Hat Certified Engineer (RHCE), Oracle Linux 5 and 6 System Administration, LPIC-1: Linux Administrator, LPIC-2: Linux Engineer, LPIC-3: LPI BSDA, LPI BSDP, CompTIA Linux+, Linux Foundation Certified System Administrator (LFCS)) is highly desired, but not required.

Contacts

• Address FR-APF-WJMH99 AUG MCP HQ US ARMY NORTH DO NOT MAIL Fort Sam Houston, TX 78234 US
• Name: Army Applicant Help Desk