Supervisory Information Technology Specialist (Customer Support)

Additional Information Current DoD Employees: If a current permanent CES employee, you shall be granted administrative return rights. If not a current permanent CES employee, you may be granted administrative return rights if agreed to by your CONUS organization. In accordance with DoD CES Personnel System Implementation Guidance for Overseas Rotations and Administrative Return Rights, employees must be able to satisfy the rotation requirement and tour limitations in DoD Instruction 1400.25 Volume 1230.

Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical and dental care may be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location.

If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space-required basis in accordance with DoDEA Regulation 1342.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education, receives a free appropriate public education, including related services pursuant to DoDI 1342.12 and DoDM 1342.12.

If an employee brings an infant or toddler (up to 3 years of age) to an overseas location, and that infant or toddler is entitled to attend the DoDEA on a space-required basis in accordance with DoDEA Regulation 1342.13, then the Military Department responsible for EIS will provide the infant or toddler with the required EIS in accordance with the eligibility criteria consistent with DoDI 1342.12 and DoDM 1342.12.

This position is in the Supervision/Management Work Category at the Full Performance Work Level within the CES Occupational Structure CYBER EXCEPTED SERVICE POSITIONS ARE NOT SUBJECT TO THE TWO-PAGE RESUME LIMIT. YOUR FULL RESUME WILL NEED TO BE UPLOADED TO YOUR USAJOBS PROFILE USING THE DOCUMENT TYPE "OTHER DOCUMENTS".

This position is in the Supervision/Management Work Category at the Full Performance Work Level within the CES Occupational Structure 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.

Current Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) Positions Organization is defined as current, permanent ARCYBER/NETCOM employees only. 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 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 Providing Information Technology customer support and troubleshooting complex network and system issues; applying Information Technology policies and cybersecurity requirements and planning and coordinating Information Technology operations and personnel; analyzing technical problems, recommending solutions and providing guidance to resolve operational Issues and improve IT Services.

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. (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 recommendation.

Performs the full range of supervisory duties for a staff involved in IT customer support activities.,Plans work to be accomplished by subordinates, setting and adjusting short-term priorities, and preparing schedules for completion of work.,Provide ongoing support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures.,Provide central operational support for all shared computing equipment and devices attached to the network.,Experience interpreting IT policies, standards, and guidelines; conducting analyses and recommend resolution of complex issues affecting IT systems.,Experience resolving IT and communication systems user trouble tickets, and for providing consulting services to the network administrators, database analysts, for specifically difficult systems configuration problems.,Demonstrated experience planning work to be accomplished by subordinates, setting and adjusting short-term priorities, and preparing schedules for completion of work.,Planning, coordinating and advising internal and external organizations on IT related work efforts, to present information and decision briefings, and to resolve operational problems.,In accordance with DODM 8140.03 and supplemental guidance, the employee must obtain and maintain the following requirements for each Cyber work role except Data, AI, and/or Software Engineering) at the assigned proficiency level: I) within 9 months