It Specialist (Customer Support), Gs-09/11

Job Title: Information Technology Specialist (Customer Support)

Series: 2210

Pay Plan & Grade: GS-09/11

Department: Department of the Army

Agency: U.S. Military Academy

Salary Range: $66,757.00 to $104,996.00

Promotion Potential: GS-11

Duty Location: West Point, New York

Appointment Type: Competitive Service - Permanent

Work Schedule: Full-Time

Who May Apply: U.S. Citizens

Marketing Message:

This position is being filled under the Direct Hire Authority for Certain Personnel of the DoD Workforce.

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.

The Army values diversity of perspectives, backgrounds, cultures and skills, which connects employees to organizations that are committed to building an inclusive work environment where they can contribute to their fullest potential.

Marketing Link:

https://westpoint.edu/

About the Position:

The U.S. Military Academy, West Point, NY is an academic institution located in the Hudson River Valley, 50 miles from New York City. The historic site is the oldest continuously occupied military post in America. West Point is a self-contained city with housing, a Department of Public Works, libraries, hospital, fire department, chapels, and restaurants. Employees have access to Eisenhower Hall Theater, Hudson Valley's performing arts center, and recreational facilities.

Duties:

· Provide technical assistance to cadets and staff and faculty.

· Provide specialized computing support tools and software tracking.

· Configure and install software on the cadet computers, prepare documentation for cadet systems, and train cadets on basic use of the systems and the network.

· Troubleshoot and perform hardware repairs of cadet laptop computers.

· Troubleshoot user problems and corrects them when possible.

· Provide instruction on the use of standard software packages to staff and faculty.

· Meet with users to clarify requirements, define objectives, and recommend solutions during project development.

· Provide sources for reference library and other material needed to support and/or assist users.

· Develop procedure manuals, operation guides, and formal education packages to make and keep users aware of the capabilities of the United States Military Academy, and commercial computer applications used at West Point, New York. Conduct end-user and "train the trainer" training on these computer applications.

· Perform backups on computer systems as required and data recovery in the event of hardware or software failure.

Conditions of Employment:

· This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.

· This position requires the incumbent to obtain and maintain required certifications in accordance with Department of Defense Publication 8570.01-M Information Assurance Workshop Improvement Program (Level 1) within 6 months of entry into the position.

· This position has a requirement to lift up to 50 pounds in the regular performance of duties.

· This position requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.

· The organization operates multiple shifts daily in order to provide extended office coverage including occasional weekends. The work could be scheduled for any of these shifts.

· The incumbent may be required to work some weekends, evenings, and holidays.

· Appointment to this position is subject to a one year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.

Qualifications:

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.

To qualify at the GS-09:

Specialized and Other Experience: One year of specialized experience which includes 1) assisting in installing, configuring, troubleshooting, and/or maintaining customer hardware or software; 2) researching and/or resolving problems; and 3) providing basic information technology support to customers. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) Attention to Detail – Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

(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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

(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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

(4) Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

-OR-

Education: Master’s or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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.)

To qualify at the GS-11:

Specialized and Other Experience: One year of specialized experience which includes 1) installing, configuring, troubleshooting, and/or maintaining customer hardware or software; 2) researching and/or resolving problems in response to customer reported incidents; and 3) advising customers on the use and/or operation of information technology hardware and/or software. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined:

(1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others.

(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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

(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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

(4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

-OR-

Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution 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.)

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

Other 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.

· One year trial/probationary period may be required.

· Direct Deposit of Pay is required.

• This is a Digital Technology Career Field (CF) position.

· Multiple positions may be filled from this announcement.

· Salary includes applicable locality pay or Local Market Supplement.

· Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.

· Veterans and Military Spouses will be considered along with all other candidates.

· This position is not eligible for regular and recurring telework. This position is eligible for situational telework only, including emergency and OPM prescribed "unscheduled telework". Situational telework is sometimes also referred to as episodic, intermittent, unscheduled, or ad-hoc telework. Situational telework is approved on a case-by-case basis, where the hours worked were not part of a previously approved, ongoing, and regular telework schedule.

Required Documents:

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 may not receive consideration for this position.

2. Other supporting documents:

· Cover Letter, optional

· 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.

Job Type: Full-time

Pay: $70,448.00 - $110,803.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Customer service: 1 year (Required)

License/Certification:

• CompTIA Security+ (Required)

Work Location: In person