Supervisory Infomation Technology Specialist (Customer Support) Job in Camp Lejeune, NC

Vacancy No. NC7X245385108200HW Department Department of Defense Education Activity
Salary $103,409.00 to $134,435.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 11/27/2024 Close Date 12/3/2024
Job Link Apply Online Who may apply Public
Locations:
Camp Lejeune, NC


Summary

About the Position:
Position is with the Department of Defense Education Activity (DoDEA), Information Technology Division, Global Customer Support Services Branch, Lejeune Section located at Camp Lejeune, North Carolina.

This is a Direct Hire Solicitation.

Duties

  • Responsible for oversight, management, coordination, and trend analysis of the DoDEA Helpdesk Trouble Ticket System
  • Conduct extensive coordination and collaboration with internal agency staff, including senior leadership, and external customer staff.
  • Monitor, coordinate, prioritize, verify, classify, route, track and follow-up of all customer service requests and projects.
  • Provide senior level customer support services to users at DSO/CSO and schools within the district
  • Advise the Chief Global Customer Support Services, superintendent and school administrators on all services, maintenance, software applications and other IT matters. Oversee the operations and activities of Tier 1 Level Customer Support.
  • Communicates the organization's overall strategic plan integrating team efforts by assigning and distributing work based upon overall customer and mission requirements.
  • Train or arrange for the training of team members and methods and techniques of team building and working in teams to accomplish tasks or projects.
  • Serves as the IT Customer Support Services Branch subject matter expert and POC to the District Superintendent, Assistant Superintendent, and School Administrators in coordination of IT policies and objectives for assigned desktop support personnel.
  • Advise on the implementation of standard operating procedures, software and controls to ensure appropriate levels of security.

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.
  • One year supervisory probation period may be required.
  • This position requires a Tier 3 (T3) investigation.
  • You may be required to sign a transportation agreement.
  • This position requires the incumbent to obtain and maintain a secret security clearance.
  • Applicants must obtain all required IAT Level II certifications within 6 months of selection.

Qualifications

Who May Apply: U.S. Citizens

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.

Specialized Experience: One year of specialized experience which includes managing team operations by distributing workload, monitoring reports and providing training; coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software; monitoring and analyzing an information technology trouble ticket system; provide customer support and guidance to management and staff on information technology issues and helpdesk service tickets.This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12).

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.

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.

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.
  • 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.

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 12/03/2024 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/12618200).
  • 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.


© 2006-2024, exclusive of U. S. government job opportunity announcements