Information Technology Specialist (Customer Support) Job in Fort Campbell, KY

Vacancy No. NC7X243026155770HW Department Department of Defense Education Activity
Salary $73,286.00 to $113,047.00 Grade 11 to 12
Perm/Temp Permanent FT/PT Full-time
Open Date 11/8/2024 Close Date 11/12/2024
Job Link Apply Online Who may apply Public
Locations:
Fort Campbell, KY


Summary

About the Position:
This position is located at the Global Customer Support Service Branch, CSS Team 6 Campbell, in Fort Campbell, KY. Fort Campbell is a United States Army installation located astride the Kentucky-Tennessee border between Hopkinsville, Kentucky and Clarksville, Tennessee.

This is a Direct Hire Solicitation.

Management may select at any grade levels announced.

Duties

  • Analyze incident request trends and patterns in order find opportunities to improve services.
  • Analyze, document, and plan for additions, upgrade, or configuration to ensure proper application software and web services.
  • Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs.
  • Remove, reinstall or reconfigure desktop software or web services in order to correct issues.
  • Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution.
  • Test new software deployment packages and Operating System images and provide feedback or solutions.

Requirements

Conditions of Employment

  • Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
  • Proof of U.S. Citizenship required.
  • Direct deposit of pay is required.
  • One year trial or probationary period may be required.
  • Appointment subject to a suitability/fitness determination, as determined by a background investigation.
  • This position requires a Tier 3 (T3) investigation.
  • You may be required to sign a transportation agreement.
  • Must be able to obtain and maintain a Secret security clearance.
  • May be required to carry a government issued cell phone.
  • This position requires the incumbent to be able to obtain and maintain Information Security requirements: IAT Level II (Intermediate) certification.
  • This position requires frequent standing, walking, bending, climbing steps reaching and/or stooping; employees will be required to lift and move computers and other IT hardware weighing up to 50 pounds.

Qualifications

Who May Apply: U.S. Citizens

In order to qualify, you must meet the education and/or 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.

GS-11: Specialized Experience: One year of specialized experience which includes providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

OR

Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks. This position has an individual occupational requirement and/or allows for substitution of education for experience at the GS-11 grade level.

GS-12: Specialized Experience: One year of specialized experience which includes providing immediate response and resolution to information technology tickets; analyzing information technology helpdesk tickets for escalation; and diagnosing hardware or software problems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

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 at the GS-12 grade level.

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.

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Additional information

  • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
  • Salary includes applicable locality pay or Local Market Supplement.
  • Multiple positions may be filled from this announcement.
  • 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.
  • Management may select at any of the grade levels announced. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management. Duties described reflect the full performance GS-12 level. If not selected at the full performance level, duties will be performed in a developmental capacity under close supervision.
  • 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.

How You Will Be Evaluated

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

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

This is a Direct Hire Solicitation for Cyber Workforce Position. Your resume will not be reviewed for qualifications until a selection is made.

Required Documents

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External).

As described above, your complete application includes your 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.

1. Your resume:

  • Your resume may be submitted in any format and must support the specialized experience described in this announcement.
  • If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
  • For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.
  • You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.
  • For additional information see: What to include in your resume.
2. Other supporting documents:
  • Cover Letter, optional
  • Most recent Performance Appraisal, if applicable
  • License or Certification: If this position requires a job-related licensure or certification, you MUST submit a copy of your license or certification with your application package or you will be rated ineligible. To determine if this position requires a job-related licensure or certification, please review the Qualifications section listed above.
  • Transcripts: This position has an individual occupational requirement and/or allows for substitution of education for experience. You MUST submit a copy of your transcript with your application package or you will be rated ineligible.
NOTE: Transcripts must include the date and degree was conferred. Transcripts without this information will not be reviewed and will result in disqualification. Your transcripts must clearly identify coursework required for the position you are applying for. Transcripts submitted in other languages other than English must include an official translation or will not be considered. Computer print-outs of transcripts, links to transcripts, grade reports, copies of degree diplomas or certificates, illegible copies and unofficial copies of transcripts will not be acceptable. Receipt of these documents will result in automatic disqualification.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

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 complete the online questionnaire and submit the documentation specified in the Required Documents section above.

The complete application package must be submitted by 11:59 PM (EST) on 11/12/2024 to receive consideration.

  • To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12595770).
  • Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
  • After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
  • You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
  • It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
  • Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Agency contact information

Army Applicant Help Desk
Address
DoDEA Headquarters
4800 Mark Center Drive
Alexandria, VA 22311
US
Learn more about this agency

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.


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


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