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) & MRTFB in DoD to recruit and appoint qualified candidates to positions in the competitive service. About the Position: The Watervliet Arsenal is an Army-owned & operated manufacturing center located in NY.

Duties

Serve as principal point of contact for resolving customer questions or problems concerning IT automation systems, software and/or hardware problems, password security violations, and telecommunication troubles. Provide accurate and timely technical and functional support to customers who have requested assistance through help desk ticketing system. Assist functional users in resolving technical computer problems and malfunctions. Attempt to resolve assistance calls via the telephone and utilizes remote administration software tools to assist customers remotely. Perform benchmark testing to ensure proposed hardware and software solutions are compatible with DoD and Department of the Army (DA) defined architectures. Maintain knowledge of state-of-the-art IT hardware operations, hardware interfaces, communication protocols, operating systems, software and communication capabilities.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Incumbent is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Pub. 8570.01-M Information Assurance Workforce Improvement Program.
• The incumbent works overtime and shift work on short notice to include nights, holidays and weekends and may be called back in to work in support of related mission requirements.
• Incumbent is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position.
• See "Additional Information" section for additional requirements

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. Specialized Experience: One year of specialized experience which includes (1) Providing direct technical support to the identification and resolution of IT related errors, problems, and/or issues; (2) Analyzing and modifying information technology system performance; and (3) Researching, evaluating, and providing feedback on problematic trends or patterns in customer support requirements. 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: (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 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 IT-related 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 IT-related 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. 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 GM-W0K9AA US ARMY ARSENAL WATERVLIET DO NOT MAIL Watervliet, NY 12189 US
• Name: Army Applicant Help Desk