IT SPECIALIST (CUSTOMER SUPPORT)

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 United States Army Transformation and Training Command, Combat Capabilities Development Command, C5ISR Center Consideration will also be given to Current Army employees with personal competitive status You MUST submit a copy of your most recent SF-50 for your eligibility. 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 experience which prepared you to do the work in this job.

Specialized experience equivalent to DE-02/ GS-11 grade level or equivalent pay band in the Federal service that is defined as performing ALL of the following duties: 1) Providing information technology assistance to the workforce on policy, planning, Enterprise Architecture Security, System Analysis, and Application Software; 2) Performing technical evaluations of information technology on scripting tools that help automate IT support functions (ie.

PowerShell); and 3) Interfacing with representatives from higher headquarters in support of the organization to manage, develop and deliver support. 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: Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Examples of IT-related experience demonstrating this competency include leading others by setting the standards for the quality of work, even in the most difficult and/or high-pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards.

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: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the team's work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support.

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: clearly explaining and defending complex ideas, appropriately adapting to each audience's level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement.

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: providing precedent setting solutions to unique problems not previously encountered; helping team make decisions which are complicated by the number and nature of existing policy, guidelines, and organizational goals; identifying the root causes of problems; developing systemic solutions to address them and prevent them from reoccurring.

You will be evaluated on the basis of your level of competency in the following areas: Communications Customer Service Information Management Planning and Evaluating

Establishing network access protocols to enable customers to gain local or remote access.,Defining business or technical requirements applied to the design, development, implementation, management, and support of systems and networks.,Evaluating and reporting on new tools and trends in the customer support field such as browser-based customer support services; organizing vendor demonstration sessions for other specialists.,Recommending purchase of new tools to enhance the delivery of customer support services.,Responding to customer service problems resulting from incidents and/or catastrophic events, such as virus infections or power outages.