About the Position: Works as an Information Technology (IT) Specialist (Customer Support) at the I Corps NCO Academy, S6 Office.

Duties

Maintain the accuracy and integrity of a service desk database. Receive phone calls, walk-ins, or computer-generated service requests from Academy personnel. Resolve a wide variety of problems, to include LAN technical problems emanating from Windows operating systems, Microsoft applications and Cloud-based environments. Coordinate with installation contracting office, and product vendor representatives, to purchase, receive, and distribute equipment. Maintain, monitor, and provide assistance for logins for domain accounts. Assist in the management of websites to ensure the content is current and appropriate for the intended audience by following Department of Defense (DoD), Army, and agency policy and guidance. Adjust equipment configurations, recommend appropriate acquisitions, and distinguish between equipment, software, and LAN malfunctions. Monitor IT services, e.g., Windows 11 operating systems, applications e.g., Cisco VPN software, and systems, and perform preventive maintenance and minor administration of the same to keep the systems optimized. Provide oversight management of a Staff Section as Information Management Officer to the organization's leadership on IT issues affecting the organization. Monitor security audit thresholds and take corrective action(s) if needed.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Position requires the ability to obtain and maintain a Secret security clearance.
• Security + certification is required prior to employment. NOTE: You must provide your Security + certificate with your application or you will be screened out from consideration.
• The duties of this position require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.
• This position has a requirement to lift up to 35lbs. in the regular performance of duties.
• This position has a Temporary Duty (TDY) or business travel requirement of up to 5% of the time.
• This position requires shift work to provide coverage on evenings, weekends, holidays, or special situations.
• Incumbent must be able to obtain and maintain a government driver's license to operate military vehicles within 3 months of employment.

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)Defense Civilian Intelligence Personnel System (DCIPS) Interchange AgreementDomestic 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-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 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 (Customer Support): Specialized Experience: One year of specialized experience which includes: 1)providing day-to-day customer technical support, and document/data management; 2) maintaining the standard client software and hardware configuration; AND 3) providing assistance for logins for domain accounts. 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. OR 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. You will be evaluated on the basis of your level of competency in the following areas: Customer ServiceInformation ManagementPlanning and Evaluating 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

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 EU-APF-W3ZBAA USA NCO ACADEMY I CORPS DO NOT MAIL Tacoma, WA 98433 US
• Name: Army Applicant Help Desk