Information Technology Specialist (Customer Support)


  • Duties
    Help Duties Summary

    Civilian employees serve a vital role in supporting the Army mission. They provide the skills that are not readily available in the military, but crucial to support military operations. The Army integrates the talents and skills of its military and civilian members to form a Total Army.

    About the Position:
    United States Military Entrance Processing Command (MEPCOM), with headquarters in Building 3400, Great Lakes Naval Training Center, Great Lakes (North Chicago), IL, is a joint service command under the direction of the Deputy Assistant Secretary of Defense for Military Personnel Policy and is staffed by representatives of all branches of the Armed Forces. The command, through its 65 Military Entrance Processing Stations (MEPS), determines whether applicants are qualified for enlistment based on standards set by each of the services. Two geographic sectors provide intermediate management in operating the MEPS. The Eastern Sector Headquarters and Western Sector Headquarters are co-located with the Command Headquarters.

    This is an open continuous announcement. The first cutoff will be 17 April 2018. Additional cutoffs will be done as needed.

    This position will be filled on a Temporary or TERM basis.

    If you are a current Army employee, this position will be filled from employees eligible for temporary promotion or temporary reassignment. The position is temporary not to exceed one (1) year with provisions to extend in increments of up to one (1) year for a total of (3) years. This position may be converted to permanent without further competition for current Army employees.

    If you are any of the other employment authority categories listed below, this position is TERM not to exceed 366 days, with provisions to extend up toa maximum of 6 years with provisions to be made permanent without further competition. To be eligible for conversion to a permanent career-conditional or career appointment, you must have:
    1. Completed at least 2 years of current continuous service under a term appointment in the competitive service.
    2. Demonstrated successful job performance.
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    Responsibilities
    • As an Information Technology Specialist (Customer Support), you will:
    • Provide technical support to customers, local and remote.
    • Communicate issues and outages to customers following established policies/procedures.
    • Train customers/users in use of systems and applications.
    • Install computer shareware and software using established procedures.
    • Troubleshoot hardware and software problems with user computers.
    • Analyze data to troubleshoot network problems.
    • Prepare documentation on hardware, software, networks, solutions and/or workarounds.
    • Follow security policies to ensure a secure computing environment.


    Travel Required
    Occasional travel - Business travel may be up to 10% of annual duty time.

    Supervisory status
    No

  • Job family (Series)
    2210 Information Technology Management

  • Requirements
    Help Requirements Conditions of Employment
    • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
    • This position has been designated as non-critical sensitive as defined in DoD 5200.2-R, and requires you to possess, or obtain and maintain for the duration of employment, a Secret security clearance.
    • This position requires an Information Technology (IT) Level II security investigation.
    • This is an Army Enterprise position and you will be required to obtain and maintain a CompTIA A + certification within 6 months from date of hire.
    • You will be required to complete training and earn the required certification for this position outlined in DoD 8570.01-M, Information Assurance Workforce Improvement Program, dated 19 Dec 2005, incorporating Change 4, 10 Nov 2015.
    • This position requires you to be able to lift at least 40 pounds.
    • This position requires shift work of 8 hours between the hours of 3:30 a.m. to 6:00 p.m. Starting times may vary.

    Qualifications

    Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities.
    • 30 Percent or More Disabled Veterans
    • Current Department of Army Civilian Employees
    • Current Permanent Department of Defense (DOD) Civilian Employee (non-Army)
    • Interagency Career Transition Assistance Plan
    • Non-Department of Defense (DoD) Transfer
    • People with Disabilities, Schedule A
    • Priority Placement Program (PPP), Program S (Military Spouse) registrant
    • Reinstatement

    In order to qualify, you must meet the experience and/or education 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. Additional information about transcripts is in this document .

    Basic Requirement for the GS-09: To qualify, applicants must possess Information Technology (IT) related experience demonstrating each of the following four competencies:
    (1) Attention to Detail: Is thorough when performing work and conscientious about attention to detail.
    (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.
    (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; make clear and convincing oral presentations; list to others, attend to nonverbal cues, and respond appropriately.
    (4) Problem Solving: Identifies problems; determine accuracy and relevance of information; use sound judgment to generate and evaluate alternatives, and make recommendations. IT related experience is demonstrated by paid or unpaid experience and/or completion of specific, intensive training (IT certification.)
    AND
    Specialized Experience at the GS-09 level: To qualify based on your experience, your resume must describe at least one year of experience which prepared you to do the work in this job. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled such as: Providing hands on and phone support to customers on a variety of personal computer issues such as issues with operating systems, applications, network, and hardware to assist in resolving issues; Utilizing remote assistance tools to troubleshoot or resolve problems with customer services; Elevating unresolved problems to higher level technicians for assistance in resolution; Configuring or supporting enterprise email accounts for command users; and documenting known issues, workarounds and/or repairs for use by technicians and customers. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).

    Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:

    Education Substitution for Specialized Experience for GS-09: Successful completion of a master's degree or equivalent graduate degree, or two full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. Degree must be in computer science, engineering, information science, information systems management, mathematics, operations research, statistics or technology management or a 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 (Note: You must attach a copy of your transcripts.).

    You will be evaluated on the basis of your level of competency in the following areas:
    • Customer Service
    • Network Management
    • Problem Solving
    • Technical Competence


    Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

    If you are a current, Federal employee, you must include your pay plan, series and grade in your work experience(s) on your resume submission and/or upload supporting documentation (within-grade increase SF50) to show that you meet the time-in-grade requirement. In addition, if your step reflects '00', you must include your current salary for each position.

    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

    • Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
    • You will be required to provide proof of U.S. Citizenship.
    • Two year trial/probationary period may be required.
    • Direct deposit of pay is required.
    • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
    • 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.
    • This is a Career Program (CP) 34 position
    • Multiple positions may be filled from this announcement.
    • Salary includes applicable locality pay or Local Market Supplement.
    • Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority. To receive selection priority for this position, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 90 or above; and, (3) submit the appropriate documentation to support your ICTAP eligibility. Additional information about the program is on OPM's Career Transition Resources website .
    • This position is in the AFGE Bargaining Unit.
    • This is not a drug testing position.
    • This is not an emergency essential position.
    • Equal employment opportunity policy: The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. To learn more, please consult the following resources: Equal Employment Opportunity (EEO) office at OPM or Office of Equal Opportunity.


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    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.

    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.

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    Background checks and security clearance

    Security clearance
    Secret

  • Required Documents
    Help Required Documents

    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). Please review the following links to see which documents you need to provide to prove your eligibility to apply: Applicant Merit Checklist and Proof of Eligibility .

    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 may be marked as incomplete and you will not receive consideration for this position.
    • For additional information see: What to include in your resume .
    2. Other supporting documents:
    • Cover Letter, optional
    • Most recent Performance Appraisal, if applicable
    • Proof of Eligibility to Apply: Your application must include the documents which prove you are eligible to apply for the vacancy. The Proof of Eligibility document describes authorities commonly used in merit promotion recruitment and what document(s) are required to prove you meet the requirements of the authority. You must meet the requirements of at least one of the authorities listed in the Who May Apply section above to receive further consideration.
    • Time-in-grade documentation: If you are applying for a higher grade and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one year time-in-grade requirement so you will need to provide an SF-50 which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-grade Grade/Range Increases, and SF-50s with an effective date more than one year old).
    • This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses
    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.

  • Benefits
    Help Benefits

    Review our benefits

  • How to Apply
    Help 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 07/04/2018 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/10178676 ).
    • 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/ .

    If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .

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    Agency contact information Army Applicant Help Desk

    Phone
    (000)000-0000
    Email
    [email protected]

    Address

    BG-APF-W37NAA HQ US MEPCOM
    DO NOT MAIL
    Rock Island, IL
    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.

    Please send questions regarding the status of your application, eligibility or qualifications determination to the agency contact information, listed above: [email protected]

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  • Fair & Transparent
    Fair & Transparent
    The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
    Equal Employment Opportunity Policy

    The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
    • Equal Employment Opportunity (EEO) for federal employees & job applicants

    Read more Reasonable Accommodation Policy

    Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

    A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

    Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
    • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
    • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
    • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.


    You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

    Learn more about disability employment and reasonable accommodations or how to contact an agency.

    Read more Legal and regulatory guidance
    • Financial suitability
    • Social security number request
    • Privacy Act
    • Signature and false statements
    • Selective Service
    • New employee probationary period



This job originated on www.usajobs.gov . For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/495620700 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Company
U.S. Military Entrance Processing Command
Posted
04/06/2018
Type
Full time
Location
North Chicago, Illinois, US