This announcement uses the Defense Industrial Base, Major Range and Test Facilities direct hire authority to recruit and appoint qualified candidates to certain positions in the competitive service. The Secretary of Defense has ordered a department-wide hiring freeze subject to certain limited exceptions. This position is subject to the DoD hiring freeze. Offers of employment related to this vacancy announcement will not be executed until the position has an approved exemption.
Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-09 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: Your experience must reflect skill in the following areas: attention to detail, customer service, oral communication, and problem solving as defined: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Reviewing technical documentation to assess the ability of hardware/software procurement to meet claimant operational requirements; coordinate discussions with COR and/or Vendors. 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. IT-related experience demonstrating this competency include: Responding to customer requests (whether functional users or staff assistance) for all computer-related difficulties, analyzing and evaluating problems and providing recommended solutions. 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. IT-related experience demonstrating this competency include: Presenting reports, providing advice and guidance to customers, and representing the organization in interactions with other organizations. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include: Using judgement in interpreting, adapting, and applying guidelines, such as organizational policies, regulations, precedents, and plans, to specific assignments or to problems. In addition to my experience demonstrating the four competencies above, I have one year of specialized experience equivalent to the next lower grade level (GS-09) or pay band in the federal service or equivalent experience in the private or public sector: Providing advice and guidance on a wide range and variety of complex IT issues; interpreting IT policies, standards and guidelines; conducting analyses and recommending resolution; evaluating and recommending adoption of new or enhanced approaches to delivering IT services; testing and optimizing the functionality of systems, networks, and data; identifying and defining business or technical requirements applied to the design, development, implementation, management and support of systems and networks; ensuring optimal use of commercially available products; evaluating proposals for the acquisition of IT products or services; preparing and presenting reports; representing the organization. Additional qualification information can be found from the following Office of Personnel Management website: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.
You will provide technical support to customers who need advice, assistance, and training in applying hardware and software systems.
You will troubleshoot complex problems, diagnose and resolve problems in response to customer reported incidents and support a wide range of equipment and applications running on a variety of platforms.
You will install, configure, upgrade, set up and troubleshoot all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions.
You will and install, upgrade, configure, and tests off-the-shelf products, locally develop and other agency developed computer software.
You will receive, respond to, and ensure resolution of all types of Service Desk calls; document actions taken in the Incident Management Tool.
You will resolve to extent possible before referring more difficult problems to the appropriate levels while applying appropriate security measures consistent with approved security standards.
You will provide guidance or training to customers with varying levels of computing skills to prevent recurrence of problems.
You will use new hardware software; and provide group and individual training to other Service Desk Analysts on technical issues and new customer support technologies.
You will maintain awareness of current trends in IT by contacting commercial and military community to retain currency in the field of information technology.
You will perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training; and evaluate alternative methodologies for analysis, implementation, and problem solving.