IT Specialist (CUSTSPT) Job in Boyers, PA

Vacancy No. DCSA-25-12652565-P Department Defense Counterintelligence and Security Agency
Salary $106,914.00 to $138,992.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 12/26/2024 Close Date 1/6/2025
Job Link Apply Online Who may apply Public
Locations:
Boyers, PA


Summary

We are excited to invite a motivated candidate to apply for the IT Specialist (CUSTSPT) position in our Customer Support team at our Boyers, PA location. This role involves managing daily customer service operations, ensuring efficient and effective support to enhance customer satisfaction. If you are passionate about customer service and have the necessary technical skills, we encourage you to apply to make a meaningful impact in our organization.

This job is open to

Clarification from the agency

This announcement is open to: All U.S. Citizens

Duties

As a IT Specialist (CUSTSPT) you will be responsible for the following duties:

  • Diagnosing and helping the customer resolve challenges or technology issues;
  • Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
  • Developing and managing customer service performance requirements.
  • Developing customer support policies, procedures, and standards.
  • Providing customer training.
  • Keeps management informed regarding the status of all on-going efforts.
  • Performs other duties as assigned.

Requirements

Conditions of Employment

  • Must be a US citizen
  • Selective Service Requirement: Males born after 12-31-59 must be registered for Selective Service. For more information http://www.sss.gov
  • Resume and supporting documents received by 11:59PM EST will be considered
  • This is a Drug Testing designated position
  • Position is a (DCIPS) position in the Excepted Service under U.S.C. 1601
  • Work Schedule: Full Time
  • Overtime: Occasionally
  • Tour of Duty: Flexible
  • PCS (Permanent Change of Station): Not Authorized
  • Fair Labor Standards Act (FLSA): Exempt
  • Financial Disclosure: Not Required
  • Telework Eligibility: This position is telework eligible, but is not a full time telework position. The incumbent will be required to report to the office on a routine basis.
  • If selected, the incumbent must obtain and maintain appropriate security clearance as indicated in job announcement.
  • The duties of this position may require temporary duty (TDY) travel and/or local travel.

Qualifications

The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See: Information Technology (IT) Management Series 2210 (Alternative B) for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 01/06/2025

Applicant must have directly applicable experience that demonstrates the possession of the 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/knowledge, skills and abilities necessary to successfully perform the duties of the position.

You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GG/GS-12) in the Federal service and are prepared to take on greater responsibility.
Generally, this would include one year or more of such specialized experience. Specialized experience for this position includes:
  • Managing multiple or complex information technology projects as well as implementing security policies and regulations.
  • Making decisions based upon technical advice, regulations, briefings, guidance, standard operating procedures and internal policies.
  • Planning, implementing and communicating technical ideas and processes effectively to customers, technical personnel and management.
Specifically you will be evaluated on the following competencies:
  1. 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.
  2. 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.
  3. Information Technology Performance Assessment - Conduct continuous performance measurement to ensure that Information Technology activities, processes, and/or hardware/software are achieving desired results
  4. Project Management - Knowledge of the principles, methods, or tools for developing, scheduling, coordinating, and managing projects and resources, including monitoring and inspecting costs, work, and contractor performance.
  5. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

VETERANS PREFERENCE/CURRENT OR FORMER FEDERAL
In accordance with DoD Instruction 1400.25, Volume 2005, veterans preference is not required to be applied when considering candidates with prior Federal competitive or excepted service who have completed a probationary or trial period and have not been separated for cause. Therefore, veterans preference will not be applied to applicants with current federal service, or former federal civilian service meeting the above criteria.

Other Notes:

Re-employed Annuitant: This position does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf

Applicants selected from this announcement may be required to serve a two-year trial period.

If selected, Federal employees currently serving in the competitive service must acknowledge that they will voluntarily leave the competitive service by accepting an offer of employment for a DCIPS excepted service positions.

If selected, non-DCIPS candidates must acknowledge in writing that the position they have been selected for is in the excepted service and covered by DCIPS.

Selection under this appointment authority does not confer civil service competitive status.

All current and former Federal employees must submit a copy of your latest SF50 (Notification of Personnel Action) showing your tenure, grade and step, and type of position occupied (i.e., Excepted or Competitive); or similar Notification of Personnel Action documentation, i.e., Transcript of Service, Form 1150, etc.

Resumes should NOT include: Classified information/SSN/Photo of yourself/personal information (gender, religion, affiliation etc/Encrypted digitally signed docs). Resumes with this prohibited information will be automatically ineligible for consideration.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Read the job opportunity carefully to make sure you have included all required contact information.
Include dates, hours, level of experience and examples for each work experience
For each work experience you list, make sure you include:

  • Start and end dates (including the month and year).
  • The number of hours you worked per week.
  • The level and amount of experience-for instance, whether you served as a project manager or a team member helps to illustrate your level of experience.
  • Examples of relevant experiences and accomplishments that prove you can perform the tasks at the level required for the job as stated in the job announcement. Your experience needs to address every required qualification.
If your resume does not clearly outline details for each position as noted, you may be deemed "not referred" for this position.

Once the application process is complete, your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this job, your resume and supporting documentation will be compared to your responses on the Occupational Questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration.

Required Documents

Please review the General Application Information and Definitions at:
https://www.dla.mil/Portals/104/Documents/Careers/downloads/DoDGenAppInfo%2012-1-2020.pdf?ver=ECNbdsHtGilTd3OENN4A0Q%3d%3d

The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc.).

Your complete application includes your COMPLETE resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

The following documents are REQUIRED:
1. Your resume:

  • If area of consideration is limited to the local commuting area, you must reside OR be currently employed within a reasonable distance of the advertised position's location(s). Please ensure your resume reflects your current home address and/or employer's address as this will be used to determine the area of consideration eligibility requirement when an SF50 is not applicable

  • Narrative responses in the assessment questionnaire do not replace content in your resume or vise a versa. Experience must be described in both places for qualification determinations.
Your resume must include your name and contact information and support the specialized experience described in this announcement.
  • For qualifications determinations your resume must contain the dates of employment (i.e., Month/Year to present). (See How You will be Evaluated)
  • For additional information see: What to include in your resume.
2. Veteran's Documents
  • If applying for Veteran's preference, please provide a copy of your DD214 showing character of service, SF-15 Form and VA letter showing final percentage, or certification of expected discharge or release from active duty.
  • Future Military Retirees: You are required to submit a copy of your "official" Retirement (NOTE: Member 4 Copy is preferred, but we will accept copies that show character of service i.e. "honorable or general-under honorable conditions." The Member 1 copy will not be accepted), OR if your DD214 has yet to be approved, a Retirement Letter will be accepted up to 120 days prior to retirement signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters which must include your rank, dates of active duty service, the Type of Discharge, Character of Service (i.e. honorable).
  • IF, you are taking leave prior to your retirement date, you must provide a copy of your "approved" terminal leave request form (must show "Terminal" or "Other- Transition") or the Approved Terminal/Other-Transition Leave Start Date must be indicated on your Retirement Letter. If you are not taking leave prior to your separation date you are not required to provide a terminal leave request form or indicate a Leave Start Date on your Statement of Service.
  • Future Military Separatees (Not Retiring): You are required to submit a copy of your "official" DD214 (NOTE: Member 4 Copy is preferred, but we will accept copies that show character of service i.e. "honorable or general-under honorable conditions." The Member 1 copy will not be accepted), OR if your DD214 has yet to be approved, a copy of your most recent active duty orders for separation or a statement of service letter will be accepted up to 120 days prior to separation which must reflect the Type of Discharge, and Character of Service (i.e. honorable).
  • IF, you are taking leave prior to your separation date, you must provide a copy of your "approved" terminal leave request form (must show "Terminal" or "Other-Transition") or the Approved Terminal/Other-Transition Leave Start Date must be indicated on your Statement of Service. If you are not taking leave prior to your separation date you are not required to provide a terminal leave request form or indicate a Leave Start Date on your Statement of Service.
  • NOTE: Active duty military members are not eligible for appointment unless currently on terminal leave.
3. SF-50:
  • If applicable, all current and former Federal employees must submit a copy of your latest SF50 (Notification of Personnel Action) showing your tenure, grade and step, and type of position occupied (i.e., Excepted or Competitive); or similar Notification of Personnel Action documentation, i.e., Transcript of Service, Form 1150, etc. Failure to provide latest SF50 will result in you being rated ineligible for this position.
  • If selected, additional documentation may be required prior to appointment.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To apply for this position, you must provide a complete Application Package as described in REQUIRED DOCUMENTS.

Click 'Apply Online' to create an account or log in to your existing USAJOBS account.

1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Applications must be received by the closing date of the announcement to receive consideration.

To review the status of an application through USAJOBS:

1. Log into your USAJOBS account
2. Click Application Status within your profile to expand your application
3. Locate the job announcement and click the more information link under the Status column for this position. You will be routed to Application Manager. The Details tab displays by default. The Details tab displays comprehensive information about the selected Application Package including: assessment(s) and the status, supporting documents and their status, correspondence sent to you by the hiring agency, and your application processing status.

Agency contact information

DCSA Servicing Team
Address
Defense Counterintelligence and Security Agency
27130 Telegraph Road
Quantico, VA 22134
US
Learn more about this agency

Next steps

Once you successfully complete the application process, you will receive a notification of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements, and you will receive a notification. A review will be made of your online questionnaire and the documentation you submitted to support your responses. A list of qualified applicants will be created and sent to the selecting official. All applicants reviewed and/or referred will receive a notification letter.

The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.

*NOTE: If you submit a resume but no questionnaire, you cannot be considered for the position. If you submit a questionnaire but no resume, you cannot be considered for the position. Your application will be appropriately documented and you will be removed from further competition against this announcement.

REGARDING INTERVIEWS: Interviews may be required for this position. Accommodations may be made to conduct telephonic interviews to preclude travel hardships for applicants. Note: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment against this vacancy.

The Defense Counterintelligence and Security Agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the point of contact for this job announcement. Your requests for reasonable accommodation will be addressed on a case-by-case basis.

This announcement may be used to fill additional vacancies.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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