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: Serve as the Customer Support Manager and advisor to the S-6, responsible for all facets of Command, Control, Communications, Computers, and Information Management (C4IM) service delivery.

Duties

Responsible for the systems, procedures and policies that provide IT Help Desk services, technical support, and user assistance to all assigned staff via coordination with the Battalion/Brigade S6 and NEC or other support contractors Ensures the contractor help desk staff (NEC or other C4IM contractor) maintains a knowledge base of information relating to detailed IT support issues. Facilitates unique IT training for non-standard applications (not part of standard Army Gold Master Image) by ensuring training room requirements (hardware, SMEs, trainers), have the necessary tools available to conduct their training. Assists C4IM support personnel to develop plans involving the execution of complex projects.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent must obtain and maintain an official passport.
• Incumbent must successfully complete on-line computer based training and residential deployment training, as applicable.
• Position may require Temporary Duty (TDY) of any length including 6 months in duration or longer in CONUS or OCONUS in austere locations.
• This is a deployable Department of the Army Civilian position. As such, incumbent must pass an Initial and annual medical examination and receive/maintain up-to-date required immunization for the overseas or deployed location.
• This is an Army Acquisition, Logistics and Technology Workforce position. Selectee must meet position requirements for Program Management Certification within 60 months of entrance on duty.

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-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APostal Service/Peace Corps and Other Unique AuthoritiesPriority 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 EligibleRe-employed AnnuitantReinstatementVeterans 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 is defined as diagnosing and resolving IT problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; posting and querying IT problem tracking and resolution data; developing and managing customer service performance requirements; acquiring Information Technology assets and services. This definition of specialized experience is typical of work performed at the next lower grade/level position in the Federal service (GS-11). My specialized experience includes, or was 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. You will be evaluated on the basis of your level of competency in the following areas: Customer ServicePlanning and EvaluatingProblem SolvingTechnical Competence 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

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 AD-W0P6AA US ARMY SUSTAINMENT COMMAND DO NOT MAIL Fort Liberty, NC 28310 US
• Name: Army Applicant Help Desk