This position is in the Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It is being recruited under 10 U.S.C. 1599f into the Cyber Excepted Service (CES) personnel system. Positions in the Cyber Excepted Service are positions necessary to carry out and support the mission of the United States Cyber Command. 1st cut-off date: April 25, 2024

Duties

Duties may vary based on organization and work role of the position selected for but may include the following: Serves as a technical analyst and primary customer liaison with responsibility for resolving difficult customer problems involving integration or configuration issues of a wide variety of applications, and desktop configurations. Provides technical advice and assistance to include troubleshooting, diagnosing, and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements for new or modified systems and services based upon an analysis of business needs and practices. Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database. Applies information security/information assurance policies, principles, and practices in the delivery of customer services. Coordinates, executes, implements, and maintains the installation and operation of customer application systems. Develops specifications for user instruction manuals based upon customer needs. Develops and manages customer performance requirements and customer support policies and procedures. Serves as the technical analyst and resolves the complete range of problems within the scope of the activity operations and refers operational problems requiring specialized expertise to the appropriate technical expert. Serves as principal technical authority and lead specialist with responsibility to ensure effective, economical, and advanced technical management of customer computing requirements for assigned systems and applications. Develops, interprets, plans and applies policy, process, procedure and strategy in the delivery of multi-discipline IT services required to achieve data and system integration/interoperability for assigned systems and applications. Provides guidance, interpretation, and implementation oversight of applicable information security policies, processes, and practices to ensure continued operational availability and integrity of enterprise applications, systems, networks, and data.

Requirements

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Positions in the Excepted Service do NOT convey eligibility to be converted to the Competitive Service. It is being recruited under 10 U.S.C. 1599f into the Cyber Excepted Service (CES) personnel system.
• Appointments in the Excepted Service do not confer eligibility to be non-competitively converted to an appointment in the competitive service.
• Drug testing may be required. Individuals tentatively selected for a drug testing position, will be required to submit to urinalysis for illegal drugs prior to appointment or placement at the Defense Information Systems Agency.
• Shift work may be required.
• Rotating shifts may be required.
• Incumbent may be required to complete Foundational and/or Residential Qualification requirements and any future Cybersecurity Workforce qualification/credentialing requirements as defined by the DoD 8140 policy.
• This position has been designated as Mission Essential.
• Position may require the selectee to hold a current DoD Top Secret security clearance based upon a Single Scope Background Investigation (SSBI).
• Prospective candidates may have to meet criteria for Presidential Support Duty in accordance with DoD Directive 5210.55 (PSD Category II, minimum).
• Security Clearance level may be Secret, Top Secret or Yankee White.
• Position may require an OGE 450, Confidential Financial Disclosure Report required within 30 days of appointment pursuant to 5 CFR 2634.903(b) (DoD 5500.7).
• The incumbent may have to obtain Acquisition certification in the Test and Evaluation Functional Area at the Practitioner Functional Tier within 60 months of entry into this position.
• This position may be covered under DoD Manual 8140 which will be subject to future Cyber Workforce requirements as defined by the Manual.
• Position may require polygraph examination depending on the position selected for. Notification of polygraph requirement if required will be given at time of offer.
• Position may be designated as a Key Position.
• Positions will be filled as vacancies occur. The Full Performance Level (FPL) may be either GG-07, GG-09, GG-11, GG-12, or GG-13 and is determined based on the position being filled.
• Management has the discretion to select candidates at grade levels below the FPL and promotions are not guaranteed.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Basic Requirements: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. GG-07 through GG-11: Attention to Detail -experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague. Customer Service - experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs. Oral Communication - experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience. Problem Solving - identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions. GG-12 and GG-13: Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards. Customer Service - experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs. Oral Communication -briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience. Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions. Qualifying Experience: To qualify, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: For the GG-07 position, qualifying experience is defined as: Experience assisting and researching customer desktop issues. For the GG-09 position, qualifying experience is defined as: Experience assisting, troubleshooting, documenting customer inquiries, and/or providing technical advice and assistance to customers. For the GG-11 position, qualifying experience is defined as: Experience troubleshooting computer problems in a manner that minimizes interruptions. For the GG-12 position, qualifying experience is defined as: Experience resolving customer problems with system integration, research, evaluation of configuration issues with applications and/or desktop configurations. For the GG-13 position, qualifying experience is defined as: Experience providing technical guidance, advice, and support in troubleshooting previously escalated issues and resolving complex problems with desktop operations to internal and external customers. Providing technical guidance in a manner that minimizes service interruptions. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

If you are using education to substitute for the qualifying experience, you must submit transcripts at the time you apply.

GG-07 Substitution of Education for Experience: One full year of graduate level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or superior academic achievement (SAA) with a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks, may be substituted to meet the specialized experience requirement.

GG-9 Substitution of Education for Experience: Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

GG-11 Substitution of Education for Experience: Qualifying Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

There is no substitution of education for the qualifying experienceat the GG-12/13 grade levels.

To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education .

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by the National Association of Credential Evaluation Services at the time of application. National Association of Credential Evaluation Services .

Contacts

• Address DISA - FE/Global Service Desk Division 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]