This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Information Security to recruit and appoint qualified candidates to positions in the competitive service. About the Position: The IT Specialist (Customer Support/Information Security) performs customer IT support services duties and provides centralized information and support management service to handle internal and/or external queries and operational problems regarding IT-related processes, policies, systems, and usage.

Duties

Responsible for diagnosing and resolving complex computer hardware or software application problems in response to customer reported incidents. Perform testing and updating of new end user devices and software and provides feedback to the Operations Chief. Ensure implementation of Information Assurance Vulnerability Management compliance IAW the Information Assurance Manager (IAM) guidance. Perform customer service help desk duties and provides technical assistance to local functional users to minimize operational disruptions. Perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance for the duration of employment.
• Information Assurance Certification is a condition of employment. Per DoD 8570.01-M, the incumbent of this position must achieve the appropriate Information Assurance Certification within six months of assignment of these duties.
• Traveling to conduct required official business requires a valid driver’s license.
• The employee is required to work other than normal duty hours, which may include evenings, weekends, and/or holidays.

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. Basic Requirement for Information Technology Specialist (Customer Support/Information Security): Specialized and Other Experience: One year of specialized experience which includes which includes analyzing Information Technology (IT) related issues such as computer hardware or software application problems to determine appropriate avenues for correction of the problem; communicating with internal and external Information Technology vendors to resolve problems such as troubleshooting user accounts, maintaining up to date anti-virus protection, adding additional software; monitoring the organization's networks for security breaches and investigate when one occurs. 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 SB-W3VZAA US ARMY TRAINING AND DOCTRINE COMMAND DO NOT MAIL Fort Sam Houston, TX, TX 78234 US
• Name: Army Applicant Help Desk