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 Development Work Level within the CES Occupational Structure. It is located in the DISA HCA24.

Duties

Provides advice and assistance to customers and troubleshoots the most complex problems in a manner that minimizes interruptions in customers' ability to carry out critical business activities. Develops and manages customer performance requirements and customer support policies and procedures. Analyzing and resolving 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. Serves on application implementation team to ensure that customer service requirements are addressed. Reviews technical and design specifications to address customer requirements. Develops, updates, and maintains a comprehensive database of technical and corresponding resolutions. Evaluates and reports on new tools and trends in the customer support field. Applies a comprehensive knowledge and skill in applying customer support concepts and methods; procedures for troubleshooting and recovering systems and files.

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.
• Must be able to obtain/ maintain Secret security clearance.
• Mission Essential position: The incumbent supports the 24-hour, 7-day a week operational mission within DISA organizations.

Qualifications

Basic Requirements: Attention to Detail -experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague. Customer Service - experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs. Oral Communication - experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience. Problem Solving - identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions. Qualifying Experience: To qualify at the GG-09, 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: Experience reviewing information technology (IT) policies, drafting reports on IT subject matter, and providing briefings to management on IT subject matter. Qualifying Experience: To qualify at the GG-11, 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: Experience interpreting information technology (IT) policies for effectiveness; making recommendations to increase effectiveness; and providing briefings to leadership to make recommendations on improvements. Qualifying Experience: To qualify at the GG-12, 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: Experience accessing information technology (IT) policies, developing IT policy for application in an organization; applying project management principles to increase effectiveness of IT programs; and briefing leadership on recommendations to increase efficiency.

Education

GG-9 Substitution of Education for Experience: Two full years of progressively higher level graduate education, Master's or equivalent graduate degree, may be substituted to meet the qualifying experience requirement.

If you are using education to substitute for the qualifying experience, you must submit transcripts at the time you apply.

GG-11 Substitution of Education for Experience: Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree may be substituted to meet the qualifying experience requirement.

If you are using education to substitute for the qualifying experience, you must submit transcripts at the time you apply.

GG-12 There is no substitution of education for specialized experience at the GG-12 grade level.

To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education .

Contacts

• Address DISA - HC/Operations Support Office 6910 Cooper Road Fort Meade, MD 20755-7088 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]