IT Specialist (Customer Support) | Alabaster, AL

system development, configuration, and deployment technician and Microsoft SCCM operating system image, application, and patch deployment specialist. Provide Regional NEC end user desktop environment customer support for difficult problems. Use and refine approved tools and techniques to remotely troubleshoot and resolve end user hardware and software problems.

Resolve problems that cannot be resolved remotely and cannot be resolved by lower grade personnel. Open, monitor status, and close trouble tickets and add pertinent information into the Remedy Trouble Ticket System to include all the steps leading to resolution. Serve as a journey-level desktop Information Technology (IT) Specialist

engaged in Regional NEC end user customer support. Focus on troubleshooting and resolving difficult hardware and software problems remotely (e. g. not resolved by lower graded personnel).

Serve as the Desktop Support Branch technician on image development for both unclassified and classified network computer systems Coordinate with Regional NEC cyber security personnel to have images scanned for secure technical implementation guidance, information assurance vulnerability backssment compliance and document findings and fix all finding if a solution is available. Maintain all required documentation as to version and software loaded on the image to include, but not limited to plans of action

and milestones and change control documentation. Requirements Conditions of Employment Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.

Three year trial/probationary period may be required. The incumbent must obtain and maintain at a Secret level access with favorable T5 investigation, IT Level I. Position is designated Critical Sensitive. Required to possess a valid vehicle operator license to support unit/activity customer servicesupport requirements. Position requires frequent handling and/or heavy lifting up to 50 pounds. Requires physical examination. Incumbent may be required to work outside normal duty hours to include overtime and on-call duty may be required on short notice to include nights, holidays and weekends in support of related mission requirements.

Required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements. See " Additional Information" section for additional requirements. 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 for an extensive list of document requirements for all employment authorities. Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U. S. C. in accordance with the procedures provided in Do D Instruction 1400.25, Volume 3005, " CES Employment and Placement" If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U. S. C. you must submit documents verifying your eligibility with your application package.

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, Ameri Corps) 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. To qualify based on your experience, your resume must describe at least one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. In order to qualify, you must meet the education or experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.

g. Peace Corps, Ameri Corps) 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. To qualify based on your experience, your resume must describe at least one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position.

Such experience is typically in or directly related to the work of the position to be filled. To qualify based on your experience, your resume must clearly describe the following quality experience: providing advanced technical support to end-users or other technicians; resolving complex computer hardware or software application problems; and makes recommendations and/or system modifications to preclude problem recurrence. 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 backss 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 backss 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.

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 (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 resume and supporting documentation will be compared against your responses to the backssment questionnaire to determine your level of experience.

If, after reviewing your resume 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. Required Documents WARNING : DO NOT INCLUDE CLASSIFIED INFORMATION IN YOUR APPLICATION PACKET! Application packages that contain Classified information WILL NOT receive consideration for this position. Should you submit a resume or any other document as part of your application package and it is confirmed that any of the information is Classified, in addition to being found ineligible for consideration for this position, your Security Office will be notified to determine if any further action is warranted.

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: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 may not receive consideration for this position.

For additional information see: 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 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.

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: 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.

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. PDN-9ae9f2d6-113d-4257-b738-e44f89753a19