Duties

Summary

About the Position:
Are you interested in helping to defend our Nation? Exciting career opportunities are available with the U.S. Army Network Enterprise Technology Command (NETCOM)!
This is a Direct Hire Solicitation for Cyber Workforce Positions.
Your resume will not be reviewed for qualifications until a selection is made.
This is a Career Program (CP) 34 Information Technology Management position.
Locality pay does not apply in the overseas area.


Responsibilities

• Respond to all trouble tickets for the Signal Battalion Network Enterprise Center System and Desktop Division, TIER II operations within a pre-determined amount of time upon receipt.
• Provide customer assistance to all users, to include Distinguished Visitors (DVs) to the Command. Troubleshoot network connectivity, server connections, PC hardware and software to determine the cause of failure.
• Operate and manage local servers to include virtual servers.
• Conduct testing to insure operability, efficiency, and compliance with existing procedures and regulations as needed.
• Oversee function tests of the hardware/software to resolve technical problems and ensures appropriate on-site repairs.
• Provide ongoing support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures.
• Analyze equipment and software reliability and utilization reports for the Command?s desktop equipment and software systems to identify and correct problem areas and to establish computer and telecommunications performance levels.
• Evaluate system usage, user complaints, network interruptions or other communications issues, hardware and software capabilities, and other relevant factors.
• Recommend methods and procedures and coordinates corrective action to optimize utilization of equipment.
• Perform process and procedure studies to determine management information automation requirements.
• Analyze the clerical, technical, and other administrative processes involving information storage, processing, reporting, and other operational functions contributing to and supporting operations throughout the Command.
• Troubleshoot and resolve technical problems related to system access to internet functionality at the desktop level.
• Prepare system documentation for complex assignments in accordance with agency, major command, and local standards.

Travel Required

Occasional travel - Up to 10% Business Travel required.

Supervisory status

No

Promotion Potential

None

• Job family (Series)

  2210 Information Technology Management

  Similar jobs

  • Information Technology Specialist (It Specialist)

• Requirements

  Requirements

  Conditions of Employment

  • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
  • Two year trial/probationary period may be required.
  • Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
  • You will be required to provide proof of U.S. Citizenship.
  • Must be able to satisfy the requirements of the 26JUL12 DODI 1400.25 V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights. Visit http://www.dtic.mil/whs/directives/corres/pdf/140025v1230.pdf.
  • Must be able to obtain and maintain a SECRET security clearance based on a Tier 5 background investigation.
  • The employee must obtain and maintain a GOV license.
  • Must perform business travel to include possible overnight up to 10% of the time.
  • The employee must be DoD 8570.01-M compliant within 6 months of occupying position. This position is designated Information Assurance Technical ?I (IAT-I). Position may be redesignated as an IAT-II depending on section manning.
  • Direct Deposit of Pay is required.

  Qualifications

  Who May Apply: US Citizens
  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 .
  Basic Requirement for IT Specialist (CUSTSUPT)
  Specialized and Other Experience: One year of specialized experience which includes resolving complex issues or tickets elevated from other technicians OR determining appropriate IT systems to support customer's business requirements; and providing training to IT Support personnel and/or end-users. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).
  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

  Additional information

  • U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement.
  • Locality pay does not apply in the overseas area.
  • On this overseas accompanied tour, medical and DoDDS special education services may not be available in the immediate location of this position.
  • In the overseas areas, access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical care may be provided by host nation providers. The availability and level of care at host nation medical facilities will vary by location.
  • Movement overseas may require you to initiate a change in your health benefits plan to ensure coverage.
  • Pay retention may be offered to successful applicants for positions at overseas locations. For this provision to apply to employees already overseas, the selected individual would have to require a permanent change of station move and would have to be selected as a result of a recruitment effort that had been extended outside of the overseas command involved.
  • Selectees may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc. Selectees will have their eligibility for foreign area benefits determined at the time of hire in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 1250. http://www.dtic.mil/whs/directives/corres/pdf/1400.25-V1250.pdf
  • For positions in a foreign country, that country's laws or international agreements may have a direct impact on the ability of an employee's same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, you should familiarize yourself with relevant information before applying for or accepting this position.
  • The initial length of this overseas tour is 36 months.
  • Defense National Relocation Program will not be authorized.
  • Multiple positions may be filled from this announcement.
  • When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit https://www.gsa.gov/cdnstatic/FTR%20Bulletin%2018_05%20Relocation%20Allowances_0.pdf for more information.
  • If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .
  • Permanent Change of Station (PCS) allowances may be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest.
  • Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
  • Student Loan Repayment MAY be authorized for highly qualified candidates.
  • Service credit for annual leave accrual may be granted for certain non-Federal work experience and experience in the uniformed service.
  • Position is designated as an IT-1. An employee assigned to IT-1 positions must complete a favorable National Agency Check (NAC) (current within 180 days); Initiation of a Single Scope Background Investigation (SSBI) and favorable review of SF-86 (Questionnaire For National Security Positions), and Supplemental Questionnaire.

  How You Will Be Evaluated

  You will be evaluated for this job based on how well you meet the qualifications above.

  • You may claim military spouse preference.
  • Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19
  • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
  • If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.

  
  Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.
  You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.
  Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM's Career Transition Resources website .

  Background checks and security clearance

  Security clearance

  Secret

  Drug test required

  No

  Position sensitivity and risk

  Critical-Sensitive (CS)/High Risk

  Trust determination process

  National security

• Required Documents

  Required Documents

  The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External) .
  As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
  1. Your resume:

  • Your resume may be submitted in any format and must support the specialized experience described in this announcement.
  • If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
  • For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you will not receive consideration for this position.
  • For additional information see: What to include in your resume .

  2. Other supporting documents:

  • Cover Letter, optional
  • Most recent Performance Appraisal, if applicable

  
  NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• Benefits

  Benefits

  A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits .

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.