Summary This is a public notice flyer to notify interested applicants of anticipated vacancies. Applications will not be accepted through this flyer. Interested applicants must follow the directions in the "How to Apply" section of this flyer to be considered. There may or may not be actual vacancies filled from this flyer. Notice of Result letters will not be sent to applicants who respond to this flyer. Responsibilities You will serve as the focal point for planning and delivering Tier II and Tier III customer support services for operations and defense missions. You will evaluate emerging technologies, tools, and trends to improve IT support, cybersecurity, and operational effectiveness. You will manage service outages and requests, ensuring timely resolution and compliance with information security policies and procedures. You will prepare reports, briefings, and recommendations on service desk operations, defensive cyberspace activities, and support trends. You will maintain situational awareness of operations and defensive cyberspace activities, advising leadership on significant events and recommend courses of action. You will ensure the reliable management and tracking of IT support requests. Requirements Conditions of Employment Qualifications You are required to have information technology related experience in the federal service or private or public sector demonstrating the following nine competencies, as defined: Attention to Detail- Is thorough when performing work and conscientious about attending to detail. IT related experience demonstrating this competency include: Monitoring and tracking IT service requests, incidents, and outages to ensure timely resolution; reviewing tickets for accuracy and completeness; maintaining documentation and operational logs; and ensuring compliance with established procedures, cybersecurity requirements, and service level expectations. 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 service. IT related experience demonstrating this competency include: Providing technical assistance and guidance to customers experiencing hardware, software, network, or account issues; communicating effectively with users of varying technical backgrounds; managing customer expectations during service interruptions; and ensuring issues are resolved in a professional and timely manner. Decision Making- Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change. Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations 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. IT related experience demonstrating this competency include: Communicating technical information to customers, peers, and leadership; coordinating response actions during service disruptions; briefing leadership on operational status, outages, and emerging issues; and facilitating shift turnovers to ensure continuity of operations. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. - IT related experience demonstrating this competency include: Identifying, analyzing, and resolving complex information technology incidents and service requests; troubleshooting hardware, software, network, and account-related issues; determining root causes of recurring problems; and recommending process improvements to enhance service delivery and operational effectiveness. Teamwork- Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals. Technical Competence- Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues. In addition to your experience demonstrating the six competencies above, you are required to have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly relates to the work of the position to be filled. Qualifying experience would be demonstrated by: Qualifying experience would be demonstrated by: Providing Tier II and Tier III IT support in an enterprise environment while leading personnel engaged in customer support, incident response, and operational activities. Managing service requests through an automated ticketing system, monitoring network and system availability, developing procedures, and preparing reports and briefings supporting cyberspace operations and defense missions. This position is within the Work Category Professional at Work Level Full Performance, Series and Grade GG-2210-12. Additional qualifications information can be found from the following Department of Defense website: https://dodcio.defense.gov/Cyber-Workforce/CES.aspx Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. Education At a minimum, all CES employees in the Professional Work Category require a bachelor's degree or equivalent experience. Some groups in this category, however, may have a positive education requirement that cannot be replaced with experience, such as a requirement for a particular @type or level of an academic degree. Additional Information This position is a DoD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 U.S.C. 1599f. Additional vacancies may be filled. PCS COSTS WILL NOT BE PAID A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments. Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf. Veteran's preference does not apply when selecting individuals under this specific hiring authority. However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below. The Cyber Interagency Transfer Authority (CITA) permits movement of CES employees appointed under Section 1599f of Title 10 U.S.C. and excepted service employees appointed under Schedule A, Section 213.3106(b)(11) of Title 5 CFR, info cyber workforce positions in the competitive service and movement of competitive service employees into DoD Cyber Workforce positions within the Military Departments and Defense Agencies. CES employment and placement actions will be consistent with equal employment opportunity principles, including part 1607 of title 29, Code of Federal Regulations. The CES occupational structure aligns with the mission categories, work categories, and work levels to ensure positions are established and maintained to accomplish the DoD cyber mission, as prescribed in DoDD 8140.01. The CES occupational structure facilitates position classification procedures for aligning civilian cyber work to the appropriate pay band or grade range. Through the occupational structure, the CES allows for work to be assigned and positions to be organized in a way that best accomplishes the mission, while upholding the merit principle of equal pay for work of equal value. In accordance with DoDI 1400.25, Volume 3005, Section 3.15, all employees newly appointed to a CES position will serve a 3-year probationary period. Permanent and term employees currently serving in a probationary period in the competitive service or a probationary or trial period in the excepted service will complete the period as prescribed in their original conditions of employment in the new CES position if they transfer without a break in service or are promoted, demoted, or reassigned to a CES position. CES employees assigned to a grade within a work level will be advanced between grades in that work level in accordance with procedures in Paragraph 3.9.f.(2) of DoDI 1400.25-V3006 and DoDI 1400.25-V3005.
