This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Entry level (9) and Full Performance (11 & 12) Work Level within the CES Occupational Structure. It is located in the DISA HC/HCA22.
In order to qualify for this position, you must meet the requirements described below. Basic Requirements: GG-09 and GG-11 Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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. OR Attention to Detail -experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague Customer Service - experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs Oral Communication - experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience Problem Solving - identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions. GG-12 Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards Customer Service - experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs Oral Communication -briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions Qualifying Experience: To qualify at the GG-9, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience reviewing information technology (IT) policies, drafting reports on IT subject matter, and providing briefings to management on IT subject matter OR Two full years of progressively higher level graduate education, Master's or equivalent graduate degree, may be substituted to meet the qualifying experience requirement. Qualifying Experience: To qualify at the GG-11, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience interpreting information technology (IT) policies for effectiveness; making recommendations to increase effectiveness; and providing briefings to leadership to make recommendations on improvements OR Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree may be substituted to meet the qualifying experience requirement. Qualifying Experience: To qualify at the GG-12, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience accessing information technology (IT) policies, developing IT policy for application in an organization; applying project management principles to increase effectiveness of IT programs; and briefing leadership on recommendations to increase efficiency. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.
Customer support: Troubleshoots complex issues, minimizing business disruptions. Manages performance requirements and support policies.
Leads rapid response teams in response to customer service problems resulting from catastrophic events.
Analyze and resolve a complete range of problems within the scope of the activity operations and refers operational problems.
Develops, updates, and maintains a comprehensive database of technical and corresponding resolutions.
Evaluates and reports on new tools and trends in the customer support field.
Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.