IT SPECIALIST (CUSTOMER SUPPORT) WITH SECURITY CLEARANCE

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. * Provides customer assistance to all users. * 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. * Conducts testing to ensure operability, efficiency, and compliance with existing procedures and regulations as needed. * Recommends, plans, coordinates, develops, tests, documents, installs, and maintains desktops on the Installation Campus Area Network (ICAN) systems, user activities. * Responsibilities include general functional systems requirements, regulatory systems specifications, and providing specifications for required equipment. * Maintains constant system quality control to ensure that regulatory and security requirements are met. * Identifies adverse trends and equipment shortcomings. Recommends methods and procedures and coordinates corrective action to optimize utilization of equipment. 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 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. * 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. * 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. * 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. 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 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 at least 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: resolving complex issues or tickets elevated from other technicians; determining appropriate IT systems to support customer's business requirements; and providing training to IT Support personnel and/or end-users. 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. 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 Category at the Full Performance 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. * 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. * This is an Information Technology Management Career Field position. * Multiple positions may be filled from this announcement. * Salary includes applicable locality pay or Local Market Supplement. * Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest. * Recruitment or relocation incentives MAY be authorized for highly qualified candidates. * Benefits Help 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. Opens in a new window 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. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. Once the announcement has closed, a review of your application package (resume, supp