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. This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Domestic Defense Industrial Base (DIB) & Major Range and Test Facilities Base (MRTFB) in DoD to recruit and appoint qualified candidates to positions in the competitive service. This is an IT Specialist (Customer Support) position located at Pine Bluff Arsenal, AR.

Duties

Provide troubleshooting support and problem resolution to a variety of computer problems through a centralized Help Desk. Deliver technical guidance and assistance to Information Technology (IT) customers. Utilize reports of equipment information to identify issues in the processing paperwork. Assists in equipment inventories. Determine equipment failure and coordinates necessary actions for maintenance. Identify the course of and means of recovery for operational failures.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A government Driver's License is required within 30 days of hire.
• This position requires the ability to obtain and maintain the DoD Baseline IA Certification for The IA Technical Level I as outlined in DOD 8570.
• Complete the minimum IT training requirements and IT privileged computer access as outlined in the current and future DA/DoD regulations within the current regulatory time frames.
• This position requires CompTIA A+ certification within 6 months of hire.
• Successful completion of a pre-employment physical is required.
• This position requires occasional TDY travel.

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 IT Specialist (Customer Support) GS 07 and GS 09: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of 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 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 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 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. Specialized and Other Experience GS 07: One year of specialized experience which includes 1. Providing full range of customer support to customers. 2. Assisting in the installation of software updates. 3. Providing guidance on automated systems. 4. Researching problematic Information Technology related issues. and 5. Assist with equipment management duties to ensure equipment is secured. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05). The specialized experience must include, or be supplemented by, experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined above. OR Education: One full year of graduate level education from an accredited or pre-accredited institution which provided the competencies/knowledge, skills, and abilities necessary to do the work of the position. OR Superior Academic Achievement: Successful completion of all the requirements for a bachelor's degree from an accredited or pre-accredited institution which provided the competencies/knowledge, skills, and abilities necessary to do the work of the position. Superior Academic Achievement is based on: (1) Class Standing - You must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - You may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achshonor.org/). Specialized and Other Experience GS 09: One year of specialized experience which includes 1. Assisting in the installation of Information Technology equipment; 2. Performs equipment management duties ensuring all equipment is properly secured/managing equipment inventory; and 3. Resolving computer related issued by providing support to customers. 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 above. 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.

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 GL-W0K4AA US ARMY PINE BLUFF ARSENAL DO NOT MAIL Pine Bluff, AR 71602 US
• Name: Army Applicant Help Desk