Please limit your resume to 5 pages. If more than 5 pages are submitted, only the first 5 pages will be reviewed to determine your eligibility/qualifications. About the Position: Serve as the senior Tier II customer support technical analyst and supervisory lead, providing accurate and timely technical and operational information technology (IT) support to users on a broad spectrum of hardware and software systems.

Duties

Manage the Site-Level IT support tickets within the Army Enterprise Service Management Platform (AESMP) to ensure timely resolution of customer IT support requests and technical break/fix issues. Provide daily technical guidance to a team of IT End-User Support Specialists. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of a team of IT End-User Support Specialist. Identify developmental and training needs of employees, providing or arranging for needed development and training. Serve as Tier II customer support Lead technical analyst and principle subject matter expert. Provide Tier II knowledge and support of the hardware and software in use on the systems in terms of functionality, interoperability, and compatibility with existing and planned IT system upgrades.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Must be willing to carry a government issue cell phone and be on call.
• The employee may be required to work overtime and may be required to work other than normal duty hours, which may include evenings and weekends.
• Must possess and maintain a valid US State-Issued Driver's License and be able to legally operate a government vehicle on Naval Support Activity Crane.
• Required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication 8570.01-M Information Assurance Workforce Improvement Program, dated 10 November 2015.
• This position is designated as Non-Critical Sensitive IT-II for Information Technology (IT) purposes.
• Position requires IA Technical Level II certification be attained within 6 months of assignment to the position and maintained thereafter. May be required to pay annual recertification fees.

Qualifications

This position is under the Acquisition Demonstration Project. The NJ-03 broadband incorporates former (GS equivalents) GS-12 step 1 through GS-13 step 10 grade levels and salary levels. Pay increase within the band will be accomplished through the Contribution-based Compensation and Appraisal System(CCAS). Information about the AcqDemo can be found athttps://acqdemo.hci.mil/about.html. 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. Current Department of Army Civilian EmployeesDomestic 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.) 13473Priority 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 EligibleVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or 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 Information Technology Specialist (System Analysis/Customer Support): Specialized and Other Experience: One year of specialized experience which includes providing accurate and timely technical and operational information technology (IT) support to users on a broad spectrum of hardware and software systems in an Enterprise environment. Provide oversight and technical assistance for IT customer support services and functions involving complex and difficult issues that significantly impact agency IT programs. Analyze and evaluate customer support services and functions concerned with integrated systems of IT programs and/or IT equipment. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (NH-02). 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: Attention to DetailCustomer ServiceOperating SystemsOral CommunicationProblem Solving

Education

This job does not have an education qualification requirement.

Contacts

• Address GL-W39ZAA CRANE ARMY AMMO ACTIVITY DO NOT MAIL Crane, IN 47522 US
• Name: Army Applicant Help Desk