This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. It is located in the DISA J6/J6 Endpoint & Global Services Directorate.

Duties

Analyzes and resolves a complete range of problems within the scope of the activity operations and refers operational problems requiring highly specialized expertise to the appropriate technical expert. Reviews technical and design specifications to address customer requirements. Develops specifications for user instruction manuals based upon customer needs. Develops and maintains a database of technical issues and resolutions. Evaluates and reports on new tools and trends in the customer support field while applying information security/information assurance policies, principles, and practices. Applies skill in applying customer support concepts and methods for troubleshooting/recovering systems and files; installs operating/network systems, applications, protocols, schedules, and equipment to serve as senior customer technical analyst. Develops and manages customer performance requirements and policies and procedures. Leads rapid response teams in response to customer service problems resulting from catastrophic events such as virus infections or widespread power outages. Coordinates, executes, implements, and maintains the installation and operation of customer application systems. Defines procedures for providing post-implementation support. Integrates a variety of systems development activities and technologies.

Requirements

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• This is a drug testing position.
• Must be able to obtain/maintain Top Secret/CS security clearance.
• This is a mission essential position. Incumbent will be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.
• This is a TERM appointment for an initial period of two years. Term appointments are non-status, nonpermanent appointments of limited duration (more than 1 year but not more than 6 years).
• Term appointments may be extended without further competition (up to the 6-year maximum).
• This position may be converted to a permanent career or career-conditional appointment without further competition as long as all requirements are met.
• To be eligible for conversion, employee must complete at least 2 years of continuous service under a term appointment in the excepted service and have current performance rating under such term appointment of at least fully successful or equivalent.
• Term employees are eligible to earn leave and generally have the same benefits as permanent employees including health and life insurance, Thrift Savings Plan coverage, within-grade increases and Federal Employees Retirement System.
• This is an Information Security (INFOSEC) position. In accordance with DoD 8570.1-M Information Assurance Workforce Improvement Program, selectee must meet Information Assurance Certification standards.

Qualifications

In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, 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 Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND Qualifying Experience: To qualify at the GG-12 grade level, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: resolving customer problems utilizing technical operations expertise; ensuring the application of information security policies and practices; and troubleshooting, recovering, and operating network and application systems. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for the qualifying experienceat the GG-12 grade level

Contacts

• Address DISA - FE/Global Service Desk Division 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]