About the Position: Provides quality customer service as a point of contact for all IT system requirements to include hardware, software, data network,voice, copiers, fax and other peripheral equipment problems or inquiries. Responsible for the functional management, planning,execution, reporting and coordination of customer automated systems.

Duties

Confers with users to define errors in programming, hardware, software, application, or user problem and assists with resolving problems to minimize downtime. Determines need for additional support elements or vendor support and assures appropriate contact for problem referral and resolution. Performs adjustments and maintenance on existing Automatic Data Processing Equipment to include troubleshooting, problem solving, upgrading, and debugging. Designs, develops and tests programs to produce reports depicting problems and performance statistics. Assist higher graded specialists in writing problem determination/management procedures

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent subject to a One-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• Must possess and maintain IA certifications baseline and computing environment incumbent to their position within six months IAW DoD Directive 8570.1-M, AR 25-2 and the Information Assurance Training and Certification Best Business Practice (BBP).
• Incumbent must obtain and maintain a Secret clearance.

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.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferPeople 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 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. Specialized and Other Experience: One year of specialized experience which includes 1) Providing customer support with troubleshooting errors in programming, hardware, software, application, or user problem. 2) Performing maintenance on existing Automatic Data Processing Equipment to include troubleshooting, problem solving, upgrading, and debugging. 3) Logging incident into proper database to track incident status to resolution. And 4) Compiling recurring and special reports to maintain troubleshooting database. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). 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 work independently that rarely requires editing or review 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers,requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise. (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: expressing facts and ideas in a clear,concise, convincing, and organized manner; clearly conveying moderately complex ideas,concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions. (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: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. 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-07).

Education

Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management,mathematics, operations research, statistics, or technology management;

or,

two full years of graduate education from an accredited or pre-accredited institution 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.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address HT-W6ED24 US ARMY HUMAN RESOURCES COMMAND DO NOT MAIL Fort Knox, KY 40122 US
• Name: Army Applicant Help Desk