About the Position: This position is located in the Deputy Chief of Staff for Information Technology (DCSIT)/Chief Information Officer (CIO) organization at the Defense Language Institute Foreign Language Center (DLIFLC), Presidio of Monterey.

Duties

Serves as the Director of IT Customer Support. Acts as an IT customer service advocate for all DLIFLC, resident faculty, students, and staff on all baseline services. Responsible for the overall IT management, control coordination, and execution of projects and programs. Provides advice and guidance on implementing IT security policies and procedures in the development and operation of information technology systems and network based information technology systems/equipment. Implements DCSIT managed systems, diagnostic and maintenance tools to ensure the availability and functionality of information technology systems required to support organizational objectives. Plans the work to be accomplished by subordinates. Gives advice, council, or instructions to employees on administrative matters. Coordinates a variety of conventional security issues with the DCSIT, Director of Cybersecurity, and the Naval Postgraduate School Director Cybersecurity Officer for security vulnerability assessments. Assists with conducting system security vulnerability assessments. Recommends selection of new systems diagnostic and maintenance tools. Identifies and resolves root causes of problems that degrade delivery of essential DLIFLC services. Conduct trend analysis to identify areas where additional customer training and assistance is needed. Evaluates and reports on new tools and trends in the customer support field. Audit performance audits to ensure help desk performance and availability of external products are meeting Service Level Agreements (SLAs). Acts as Contracting Officer's Representative (COR) for contracts when requested by the supporting contracting office

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Financial Disclosure Statement , OGE-450 is required.
• Must be able to obtain and maintain a Secret security clearance.
• Work may required temporary travel (TDY) occasionally on short notice, away from the normal duty station up to 15% of the time.
• Duties of this position may entail alternative duty schedules.
• This is an Information Assurance Workforce position. Incumbent is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publications 8570.01.
• This is an IAT Level-II position, and the incumbent must acquire certification within 6 months of entering duty.

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 IT Specialist (INFOSEC/CUSTSPT) Specialized and other Experience: One year of specialized experience which includes providing customer support in the areas of software, hardware, networks and applications programs; and researching, evaluating, and providing feedback on problematic trends and patterns in information technology (IT) customer support requirements; experience administering and managing Windows and Mac operating systems-related technologies; developing governance documentation, user guides, and job aids; troubleshooting and providing guidance on fixes or critical updates; identifying or prioritizing remediation efforts for recurring issues; performing ad-hoc reporting (e.g. trend analysis on recurring incident types); and developing and providing customer training. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). 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 making recommendations. You will be evaluated on the basis of your level of competency in the following areas:

Education

For this job, you must meet the qualifications requirement using experience alone-no substitution of education for experience is permitted.

Contacts

• Address EY-APF-W1ECAA DEFENSE LANGUAGE INSTITUTE -DLIFLC AND P DO NOT MAIL Presidio of Monterey, CA 93944 US
• Name: Army Applicant Help Desk
• Email: [email protected]