About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25.

Duties

Ensure the rigorous application of information security/information assurance policies, principles and practices in accomplishing the customer support functions of the command. Develop, interpret, plan and apply policy, processes, procedures and strategies in the delivery of multi-discipline IT service required to achieve data and integration/interoperability for assigned systems and applications. Supervise civilian personnel involved in Customer Support, Tier II and Tier III functions. Assign work to employees based on selective considerations of such factors as the difficulty and requirements of assignments. Take a primary role in developing and implementing innovative techniques and solutions for achieving and maintaining a high level of customer satisfaction. Conduct trend analyses to identify areas where additional customer training and assistance is needed and initiates appropriate action.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• Obtain and maintain a Secret security clearance, tier 3. Position is designated as non-critical sensitive.
• The employee may be required to work overtime.
• The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays.
• Call back and emergency duty are regular requirements of this position.
• The employee may be required to work shift work if the organization moves to a 24/7 operation.
• The employee must possess a valid motor vehicle driver’s license.
• Employee may be required to use cellular telephone (government issued) and always maintain a working telephone.
• Incumbent of this position must be able to obtain and maintain IT certifications as mandated by DoD 8570.1-M within 6 months of start date.
• Weather Essential position.
• See "Additional Information" section for additional requirements.

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. Current Army Cyber Excepted Service (CES) EmployeeCurrent Civilian Employees of the OrganizationCurrent Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) PositionsCurrent DoD Cyber Excepted Service (CES) Employee (non-Army)Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service PositionsReinstatement Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. In order to qualify, you must meet the 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. To qualify based on your experience, your resume must describe at least one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience would be demonstrated by To qualify based on your experience, your resume must clearly describe the following quality experience: analyzing computer equipment malfunctions and software errors(such as including the installation, and/or troubleshooting of microcomputer hardware and software); resolving a complete range of problems within the scope of the help desk trouble tickets and referring problems requiring highly specialized expertise to the appropriate specialty office; and applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations. 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.

Education

This job does not have an education qualification requirement.

Contacts

• Address KB-W4NHAA NETCOM DO NOT MAIL Fort Huachuca, AZ 85613 US
• Name: Army Applicant Help Desk