Information Technology Specialist (Customer Support/Internet)


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  • Duties
    Help Duties Summary

    About the Position:
    Are you interested in helping to defend our Nation? Exciting career opportunities are available with the U.S. Army NETCOM!

    This is a Direct Hire Solicitation for Cyber Workforce Positions. The following positions may be filled from this vacancy announcement:

    Information Technology Specialist (Customer Support/Internet) GS-2210
    Information Technology Specialist (Internet/Customer Support) GS-2210

    Multiple vacancies exist and may be filled from this announcement at any of the locations listed. Applications will be accepted on an ongoing basis. However, the first cut-off date for referral to the hiring official with known/projected vacancies is 3 days from the opening date of the announcement. Subsequently, applications will be referred to selecting officials every 14 days or as vacancies occur. There may or may not be actual/projected vacancies at the time you submit your application and designate your locations of choice. Your resume will not be reviewed for qualifications until a position is requested to be filled.

    Period of Eligibility: Your resume and any documents submitted will be retained for three months and may be used at any time during this period. After 3 months, you must reapply to this announcement in order to be considered.

    Positions may be filled as permanent, temporary or term with a full-time or part-time work schedule. Temporary positions may be extended up to a maximum of three years. Term positions may be extended up to a maximum of six years.

    In accordance with AR 690-11, this position may be designated as "Key" and shall not be vacated during a national emergency or mobilization as doing so would seriously impair the capability of the organization to function effectively. This position may require the incumbent be exempted from recall to active duty and will receive training to ensure mission accomplishment of sustaining base operations during mobilization.
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    Responsibilities
    • Provide complex Customer Support services including the installation, configuration, troubleshooting, customer assistance, and training.
    • Analyze and diagnose difficult and complex hardware, software, networks, and systems problems reported by Information Technology (IT) users.
    • Provide training to system users on new or changed operating systems, hardware, software, and the application of information assurance and security policies and guidelines.
    • Plan, design, develop, test, implement, and management of Internet, Intranet and Extranet activities.
    • Monitor functionality, security, and integrity of Internet services.
    • Troubleshoot and resolve technical problems with the design and delivery of Internet services, and evaluate new Internet services and technologies.


    Travel Required
    50% or less - Travel requirements vary by grade and position. While a few positions may require 50% business travel, most positions will have 10-30% business travel required.

    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.
    • SECURITY CLEARANCE - This position may require the incumbent be able to obtain and maintain a determination of eligibility for a Secret or Top Secret security clearance or access for the duration of employment.
    • POLYGRAPH - This position may require the incumbent to take and successfully pass a Counterintelligence Scope Polygraph (CI/Poly).
    • TDY - This position may have a Temporary Duty (TDY) or business travel requirement of up to 50% of the time.
    • DRIVER'S LICENSE - The duties of this position may require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.
    • PASSPORT - This position may require the incumbent to possess, or obtain and maintain, a valid regular or official U.S. Passport.
    • SHIFT WORK/ROTATING SHIFTS - This position may require shift work to provide coverage on evenings, weekends, holidays, or special situations. Employee shifts may be rotated on a regularly scheduled basis.
    • OVERTIME - Due to the nature of this position, employees are required to work both planned and unscheduled overtime.
    • This position may be subject to a 2-hour alert and recall.
    • This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
    • See "Additional Information" section for additional requirements.

    Qualifications
    Who May Apply: US 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. Additional information about transcripts is in this document .

    GS-11 Minimum Qualifications
    Specialized Experience: One year of specialized experience which includes providing customer support services in areas, such as installation, configuration, troubleshooting, customer assistance or training to support organization requirements; resolving technical problems with delivery of Internet services; and diagnosing IT problems reported by users regarding organization software applications, operating systems or hardware. 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 in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: 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.

    Individuals utilizing experience to qualify for this position must have IT-related experience demonstrating each of the four competencies listed below:

    1. Attention to Detail - Is thorough when performing work and conscientious about attending 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 (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
    4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendation.

    Education
    When qualifying on the basis of education: Applications can be accepted from students who expect to complete qualifying education within 90 days from the date of application. You must still include transcripts with your application package, showing the courses and semester hours you have completed and courses in-progress, even though you have not earned a degree yet. You will not be able to start employment until you have completed the full education requirement and final transcripts have been verified.

    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.
    • This position may require you to submit a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.
    • DRUG TESTING - The duties of this position may meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs may be warranted. This position may be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident.
    • MISSION ESSENTIAL - This position may be designated "Mission Essential". In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled to support mission operations.
    • 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 Information Technology/Cyber Management 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; and, (3) submit the appropriate documentation to support your ICTAP eligibility. Additional information about the program is on OPM's Career Transition Resources website .
    • Recruitment or relocation incentives MAY be authorized for highly qualified candidates.
    • Student Loan Repayment MAY be authorized for highly qualified candidates.
    • Service credit for annual leave accrual may be granted for certain non-Federal work experience and experience in the uniformed service.


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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
    Other

  • Required Documents
    Help 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 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
    • 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

    A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits .

    Review our benefits

    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • 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 12/31/2018 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/10174486 ).
    • 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
    USARMY.APG.CHRA-NE.MBX.APPLICANTHELP@MAIL.MIL

    Address

    EJ-APF-W4NHAA NETCOM
    DO NOT MAIL
    Fort Huachuca, AZ 85613
    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.

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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 process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants 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/495133600 . Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Company
U.S. Army Cyber Command
Posted
09/20/2018
Type
Full time
Location
Adams County, PA, US