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. About the Position: Senior Technical Customer Support Analyst working with other Specialists and participates in the operational team for the Integrated Logistics Support Center (ILSC), Business Management Directorate.

Duties

Serves as a customer advocate within the ILSC. Answers phone and in-person inquiries from a wide variety of customers. Personally respond or refer customer to appropriate resource for response to inquiry or resolution of problem, logging all significant events into a database and coordinating problem resolution as necessary. Utilizes the customer support database information to identify and report on trends in user requests and requirements. Provides Application support of various commercial off the shelf (COTS) and internally developed software /applications. Serves as senior level team member providing technical and organizational input regarding chronic and/or unique customer problems encountered or concerns voiced. Serves as automation support for TACOM LARs (Logistics Area Representatives), NET (New Equipment Training) and FMX (Fleet Management Expansion). Identify impact of emerging technology and regulatory guidance. Advise program managers of these impacts and provide technical recommendations.

Requirements

• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• TDY up to 10%
• Selectee must meet the position requirements for certification at Level 1 in Information Technology within 24 months of entrance on duty.
• 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 Department of Army Civilian EmployeesDomestic 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.) 13473Priority 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 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 Experience: Your resume must reflect one year of specialized experience which includes: 1) Providing technical expertise to a medium to large sized organization running application software products; 2) Configuring and maintaining computers in support of a complex organization; 3) Personally responding or referring customers to appropriate resource for resolution of problems; 4) Working with application support and other specialists to prioritize and accomplish assigned tasks. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). In addition to the specialized experience listed above, this position also has an Individual Occupational Requirement (IOR) which also must be met. Your 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; and (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. You will be evaluated on the basis of your level of competency in the following areas: Information Technology Customer SupportSystem Administration 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-11).

Education

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.

Contacts

• Address GM-W4GGAA US ARMY TANK-AUTOMOTIVE ARMAMENTS CMD DO NOT MAIL Warren, MI 48397 US
• Name: Army Applicant Help Desk