Information Technology Specialist (Customer Support) with Security Clearance

---

Job description

Duties Serves as a principal point of contact for resolving customer questions or problems concerning Information Technology (IT) automation systems, software and/or hardware problems, password security violations, and telecommunication troubles. Diagnoses and resolves problems in response to customer reported incidents; researches, evaluates, and provides feedback on problematic trends and patterns in customer support. Requirements; maintains problem tracking and resolutions, installs, configures, troubleshoots, and maintains hardware and software. Serves as IT Specialist for Customer Support for PCs, office automation software, general office automation equipment, email, telecommunications, active directory LAN services, Common Access Card (CAC) software and specialized applications. Develops, coordinates and assists in the utilization and operation of IT equipment as either stand-alone equipment or connected to a network computer With assistance from the NEC staff and system administration personnel, evaluates technical specifications, vendor and research agency technical literature, and customer supplied automation, communication, email, and LAN information. Recommend incorporating cost effective new technologies within the functional areas serviced by the Helpdesk. Based on test results and overall knowledge of customer operating environments, recommends hardware and software configurations most effectively meeting customers and higher agencies mandates and specific needs. Provides Information Assurance (IA) guidance and procedures to users as well as information regarding system outages and other events that may impact the capability of the system. Installs new software, versions and updates in accordance with approved Change Management (CM) processes and procedures, as well as adapts, configures and test computer software, hardware and/or user systems. Performs computer systems security support functions as the Information Systems Security Officer (ISSO) for assigned system. Requirements Conditions of Employment 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. This position requires the employee to occasionally travel up to 10% of duty time. The employee maybe subject to call back for overtime after duty hours with a requirement to report within 2 hours of notification. The employee may be required to work other than normal duty hours, which may include evenings, weekends, and/or holidays. The employee must possess a valid motor vehicle driver's license. Must obtain and maintain a Government Driver's License. The employee may be required to work shift work if the organization moves to a 24/7 operation. See "additional information" 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. Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. In order to qualify, you must meet the education 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 . To qualify based on your experience, your resume must describe one year 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. Specialized experience would be demonstrated by: 1) Analyzing problems with automated systems and software in order to provide customers with a resolution; 2) Identifying patterns in customer problems and solutions with automated systems to improve overall systems; 3) Monitoring automated systems for security vulnerabilities and patches. 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: Ph.D. or equivalent doctoral degree or 3 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, three 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: . Additional information If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment. This position is in the Professional Work Category at the Full Performancel Work Level within the CES Occupational Structure. 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. Direct Deposit of Pay is required. Must be able to obtain and maintain a Secret security clearance. This is an Information Assurance Workforce Improvement Program position. Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication 8140.03M. Personnel assigned to this position must obtain the appropriate certification within six months of being assigned. Failure to satisfactorily obtain and/or maintain updated certifications IAW public

<!– job description page –>