Summary About the Position: This position is located in Peachtree City, Georgia with the Department of War Education Activity's Global Operations Branch. This is a Direct Hire Solicitation. This position is obligated. The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA). Responsibilities Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas. Obtain high-level requirements associated with a request. Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees. Find ways to improve production or increase the quality of the work directed. Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements. Analyze and coordinate customer requests that enable the identification and delivery of IT services. Evaluate the feasibility of adapting new methods to enhance customer satisfaction. Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone and voicemail services. Requirements Conditions of Employment Qualifications Who May Apply: U.S. 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. Specialized Experience: One year of specialized experience which includes: Managing information technology customer support services for a global or geographically dispersed organization. Conducting analysis of information technology service delivery performance metrics and reporting on findings. Providing technical advice, guidance or recommendations to management and other technical specialists on critical information technology issues. Developing and implementing information technology service management (ITSM) best practices. Coordinating with various staff or experts to accomplish the management of information technology hardware or software. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-13). This specialized experience includes, or was 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. 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. 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. 4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Education 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 This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time. Selection is subject to restrictions resulting from Department of War referral system for displaced employees. Salary includes applicable locality pay or Local Market Supplement. Be advised that effective Jan. 1 2018, under the Tax Cuts and Jobs Act, most civilian employee relocation allowances became taxable. The Relocation Income Tax Allowance (RITA) reimburses eligible employees for the additional Federal, State, and local income taxes incurred as a result of receiving taxable travel income. RITA does not apply to new government employees or employees returning from an overseas assignment for the purpose of separation from Government service. For more information, visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction.html. Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify David Walton ra@dodea.edu This position is not covered by a bargaining unit. 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.
