This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. About the Position: This is an Information Technology Specialist (Customer Service) position with the U.S. Army Center for Initial Military Training (I-CIMT), Fort Jackson, SC.

Duties

As an Information Technology Specialist (Customer Support), you will perform the following duties which is not an all-inclusive list: Utilize customer support concepts and methods, operating systems, network systems, applications, information technology infrastructure, and/or protocols, to carry out critical business activities. Diagnose and resolve problems in response to organizational and customer needs. Serve as an Information Technology (IT) Customer Support Specialist for the Leader Training Brigade. Assist in the establishment and sustainment of the Department of Defense Information Assurance Certification and Accreditation Process (DIACAP).

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• The ability to obtain and maintain a SECRET security clearance is required.
• This position has a Temporary Duty (TDY) or business travel requirement of up to 10% of the time.
• Incumbent is required to work overtime and on emergency basis in support of organizational operational IT related mission requirements.
• Incumbent must be able to obtain and maintain a valid state and government driver’s license to support unit/activity customer service support requirements.
• This is a mission essential position.
• Obtain technical IT Certification IAW Army Best Business Practice (BBP), Information Assurance Training Level or II (IAT-I/II) Certification or as directed/applicable. CompTIA Security+ Certification is required.

Qualifications

Who May Apply: US Citizens 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 (Customer Support): Specialized Experience: One year of specialized experience which includes: 1) Plan, coordinate and integrate information technology (IT) requirements; 2) Manage, troubleshoot, and repair mobile devices, hardware, software, telecommunication equipment, and audio/video telecommunication equipment; 3) Resolve problems in response to customer reported incidents. This definition of specialized experience is typical of work performed at the next 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 monitoring, reviewing and negotiating contracts, service level agreements, developing and maintaining strategic plans, and subordinate performance and determining level of training required for mission goals to be accomplished. (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, provides support to senior level supervisors to delegate managerial authority to determine work plans and schedules subordinates in the development of data, statistic, and other information useful to higher level managers. (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); provide clarity of regulatory requirement, procedural justifications, and guidance on policy and standards. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations to senior level supervisors to provide guidance to staff with responsibility for resolving technical questions/problems concerning, infrastructure, operations, project and controversial issues that may impact the mission. Must be able to obtain and maintain the following certificates: Obtain technical IT Certification IAW Army Best Business Practice (BBP), Information Assurance Training Level or II (IAT-I/II) Certification or as directed/applicable. CompTIA Security+ Certification is required.

Education

Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: computer science, information science, information systems management, 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.

-OR-

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages.

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 DU-APF-W6TPAA INITIAL MIL TNG COE DO NOT MAIL Fort Jackson, SC 29207 US
• Name: Army Applicant Help Desk