Information Technology Specialist (Customer Support)

Job Summary

U.S. Army Cyber Command, is currently hiring on a vacant job post of Information Technology Specialist (Customer Support) based in Hohenfels. Please read the job detail carefully before applying.

Job Title: Information Technology Specialist (Customer Support)
Company Name: U.S. Army Cyber Command
Job Type: Vollzeit
Job Location: Hohenfels
Salary:
Job Link Expiry: 2022-10-04
Posted on: jobsintelecom.net

Job Detail

Summary This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain DoD Personnel to recruit and appoint qualified candidates to positions in the competitive service. Your resume will not be reviewed for qualifications until a selection is made. About the Position: Remote telework for this position is not an option. Limited telework be considered on a case by case basis. 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 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. Perform process and procedure studies to determine management information automation requirements. Coordinate with information generators/users to ascertain administrative information needs and determine changes required in automated systems or information requirements. Troubleshoot and resolve technical problems related to system access to internet functionality at the desktop level. Work with Information Assurance Managers, Information Management Officers (IMOs), users, and other support personnel to ensure security regulations are followed and that installation, command, and agency security standards are met. Requirements Conditions of Employment Qualifications The duties of this position meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs be warranted. This position be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident. In accordance with Army Regulation 690-11, this position has been designated as “Emergency-Essential”. Emergency-Essential designation takes precedence over any transportation agreement or military recall status. In the event of a crisis situation or wartime, the incumbent must continue to perform the duties and requirements of the position to ensure the success of combat operations or to support combat essential systems subsequent to mobilization or an evacuation order. This position is designated as Key. The position cannot be vacated during a national emergency or mobilization without seriously impairing the mission. Additional training, medical requirements such as a medical examination and/or immunizations, and deployment responsibilities apply to this position. Due to COVID-19, the agency is currently in an expanded telework posture. If selected, you be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement within a designated time frame identified by the organization. At that time, you be eligible to request to continue to telework one or more days a pay period depending upon the terms of the agency’s telework policy. Information be requested regarding the vaccination status of selectees for the purposes of implementing workplace safety protocols. For more information, visit https://www.saferfederalworkforce.gov/faq/vaccinations/. Who 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 an Information Technology Specialist (Customer Support): Specialized and Other Experience: One year of specialized experience which includes ensuring resolution of all types of help desk service requests; installing or troubleshooting all hardware and software components; and ensuring all systems are fully compliant with information technology security standards. 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 Direct Deposit of Pay is required. U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. This is a Career Program (CP) 34
• Information Technology/Cyber Management position. Locality pay does not apply in the overseas area. If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space-required basis in accordance with DoDEA Regulation 1342.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education, receives a free appropriate public education, including related services pursuant to DoDI 1342.12 and DoDM 1342.
• If an employee brings an infant or toddler (up to 3 years of age) to an overseas location, and that infant or toddler is entitled to attend the DoDEA on a space-required basis in accordance with DoDEA Regulation 1342.13, then the Military Department responsible for EIS will provide the infant or toddler with the required EIS in accordance with the eligibility criteria consistent with DoDI 1342.12 and DoDM 1342.
• Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical and dental care be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location. Pay retention be offered to selected applicants for positions at overseas locations. Pay retention will not be offered as an incentive for employees moving between overseas positions. Selectees 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 12
• For positions in a foreign country, that country’s laws or international agreements 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 be affected by these laws and agreements, you should familiarize yourself with relevant information and direct questions concerning a specific country (Foreign Duty Location) to the appropriate Army Human Resources point of contact prior to the acceptance of employment and your entrance on duty. The initial length of this overseas tour is 36 months. Multiple positions 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.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction/ 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 be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest.

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