Summary This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service. This is a permanent position. Responsibilities As an Information Technology Specialist (Customer Support), you will be responsible for the following: Providing technical support to Information Technology (IT) customers Communicating issues and outages following established information technology policies/procedures Training customers/users in use of computer systems and applications Preparing documentation on hardware, software, networks, solutions or workarounds Analyzing data to troubleshoot computer hardware, software, and network problems Troubleshooting hardware and software problems Installing computer hardware and software using established information technology procedures Following security policies to ensure a secure computing environment * These duties are described at the full performance level GS-09. The position is being filled at the GS-07 or GS-09 level. If selected at the GS-07 level the position will be developmental and eligible for non-competitive promotion to GS-09. Requirements Conditions of Employment Qualifications DEVELOPMENTAL: Management may select at any of the grade levels announced. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management. Who May Apply: US Citizens In order to qualify, you must meet the experience and/or education 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. Providing technical support to customers on resolving computer issues (such as issues with operating systems, applications, network, and hardware; Troubleshooting customer computer problems with the use of remote assistance tools; Configuring enterprise email accounts and creating active directory accounts; Logging computer problem events/resolutions into IT trouble/problem tracking database. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05). OR Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below: Education: One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level 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. OR Superior Academic Achievement: Successful completion of all the requirements for a bachelor's 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, bachelor's degree 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. Superior Academic Achievement is based on: (1) Class Standing - You must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - You may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/). Basic Requirement for GS-9 level: Specialized and Other Experience: One year of specialized experience which includes: Providing hands-on and phone Information Technology (IT) support to customers on resolving computer issues (such as issues with operating systems, applications, network, and hardware); Troubleshooting customer computer problems with the use of remote assistance tools; Configuring enterprise email accounts and creating active directory accounts; Documenting known IT issues, workarounds and/or repairs for use by IT technicians and/or customers; Conducting vulnerability remediation using cyber security tools. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). OR Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below: 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. AND for both: THIS SECTION APPLIES TO BOTH GRADE LEVELS: 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. Qualifications continued under Education section below: Education Continuation of Qualifications Section: 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. ** 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/ In order to qualify for this position, based on your education, education substitution, or combination of education and experience, you must have either completed the education requirement, or will complete this requirement within 30 days from the closing date of this announcement. If you will not complete this requirement within 30 days from the closing date of this announcement, you will be rated as Not Qualified for this position. You must provide appropriate documentation to reflect when you will meet the education requirement. Appropriate documentation includes: (1) Resume indicating your projected completion/graduation date; (2) Transcripts indicating your projected completion/graduation date; (3) A letter signed by the institutions registrar indicating your projected completion/graduation date. Additional Information 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. One year trial/probationary period may be required. Direct Deposit of Pay is required. 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 a Digital Technology Career Field position. Multiple positions may be filled from this announcement. Recruitment/Relocation incentive may be authorized if determined to be in the best interest of the Federal Government and requirements are met. 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. This position is in the AFGE Bargaining Unit. This is not a drug testing position. This is not an emergency essential position. Equal Employment Opportunity Policy: The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. To learn more, please consult the following resources: Equal Employment (EEO) Office at OPM or Office of Equal Opportunity.
