About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25.

Duties

Resolves user trouble tickets and provides consulting services to the database analysts, network administrator, and higher echelons for specifically difficult problems. Resolves trouble tickets that cannot be resolved by Tier I and lower grade technicians. Troubleshoots network connectivity, server connections, PC hardware and software to determine the cause of failure. Conducts installations and implementation of new system hardware and software and develops standard operating procedures. Operates a government vehicle for purpose of providing onsite support. Recommends, plans, coordinates, develops, tests, documents, installs, and maintains desktops on the Installation Campus Area Network (ICAN) systems, user activities. Gathers statistical and other pertinent data to ensure that Army Information Technology Portfolio (AITP) services and Service Level Agreement (SLA) standards of service are being met Analyzes the flow of trouble tickets from their origin into the system to ensure that tickets are appropriately routed and closed. Recommends methods and procedures and coordinates corrective action to optimize utilization of equipment. Works with technical support personnel in various organizations resolving critical problems within the Tier II Program and provides technical advice to users.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Three year trial/probationary period may be required.
• Position Sensitivity: Noncritical Sensitive Security Access: Secret.
• The incumbent must obtain and maintain at a minimum a Secret Security Clearance based on a Tier 3 Background Investigation. Failure to do so may result in separation for the efficiency of the Federal Service.
• Cybersecurity/Training Requirements: This position requires at least Basic Proficiency Level training and certification IAW DoD Manuals 8140.01 and 8140.03 for the specified DCWF code (411) within nine months of appointment.
• This position is also required to have the following Computing Environment certifications within 9 months - Microsoft 365 Certified: Endpoint Administrator Associate.
• Overtime and on-call duty may be required on short notice to include nights, holidays, and weekends in support of related mission requirements.
• May be required to perform 24 x 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements
• Subject to callback requirement to report to duty within 2 hours of notification due to mission requirements.
• The employee must possess a valid motor vehicle driver’s license.
• TDY up to 10% may be required. Government regulations will be followed for all official travel.
• 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 Army Cyber Excepted Service (CES) EmployeeCurrent Army Defense Civilian Intelligence Personnel System (DCIPS) EmployeeCurrent Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) PositionsCurrent Department of Army Civilian EmployeesCurrent DoD Cyber Excepted Service (CES) Employee (non-Army)Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service Positions 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. To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. To qualify based on your experience, your resume must clearly describe the following quality experience: Specialized experience would be demonstrated by resolving and troubleshooting tickets and problems relating to hardware/software repair and maintenance; Maintaining Installation Campus Area Network systems and ensuring requirements are being met; Providing technical advice to end user or those within the organization. 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 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. (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. 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.

Education

This job does not have an education qualification requirement.

Contacts

• Address KB-W6SGAA USA SIG NTWK ENT CTR ABERDEEN DO NOT MAIL Aberdeen Proving Ground, MD 21005 US
• Name: Army Applicant Help Desk