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. This position is located at the Redstone Arsenal Network Enterprise Center, Alabama. This is a permanent position.

Duties

Supervise employees engaged in information technology work. Plan work to be accomplished, set priorities, and prepare schedules. Interview candidates for positions and makes recommendations/ selections for appointments, promotions, and reassignments. Serve as the senior technical specialist for all customer service problems and as the focal point for the installation of hardware and software and incident resolution to resolve computer malfunctions. Respond to customer requests for all computer-related malfunctions, analyzes and evaluates problems, and provides immediate solutions whenever possible. Ensure that the organization's strategic plan, mission, vision, and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and services. Coordinate the preparation, presentation and communication of work-related information. Prepare reports and maintains records of work accomplishments and administrative information. Performs configuration management assignments to formally document and control the functional and physical characteristics of a system, or product during its life cycle. Provide guidance to project managers and other IT representatives on how to integrate services with Service Desk.

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 obtain and maintain a Secret security clearance. The position designation is T3.
• Incumbent may also be required to be on full-time call back status and perform emergency overtime.
• Shift work may be required and weekends/holidays.
• TDY 10% may be required.
• Performs at the Personnel Security Standard IT-1 (AR 25-2) and Information Assurance Level II certification IAW DoDD 8140.01 Cyberspace Workforce Management.
• Must be able to obtain and maintain updated certifications per IAW with DoD Publication 8140 within six months of being assigned.
• A valid Driver's License is required.
• Must meet requirements prescribed in DoDD 8140 for IAT Level II.

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. 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 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. This position is in the Supervision/Management Work Category at the Senior Work Level within the CES Occupational Structure. To qualify based on your experience, your resume must describe one year of 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 experience would be demonstrated by 1) providing guidance to team members to ensure conformance with approved plans, programs, objectives, and/or policies; 2) providing training to IT support personnel. 3) resolving complex hardware and software Information Technology trouble tickets i.e. configurations, repairs, installations; and 4) identifying adverse trends and equipment deficiencies and recommends solutions. 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 KB-W6S4AA USA SIG NTWK ENT CTR REDSTONE DO NOT MAIL Redstone Arsenal, AL 35898 US
• Name: Army Applicant Help Desk