• Job Description

  Req#: 802024600
  This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service.
  
  About the Position: Position provides quality customer service as a point of contact for all information technology system requirements to include hardware, software, data network, voice, copiers, fax, and other peripheral equipment problems, or inquiries, in Fort Knox, Kentucky.
  
  Duties
  
  
  • Confer with users to define errors in programming, hardware, software, application, or user problem and assists with resolving problems to minimize downtime.
  • Determine need for additional support elements or vendor support and assures appropriate contact for problem referral and resolution.
  • Perform adjustments and maintenance on existing Automatic Data Processing Equipment to include troubleshooting, problem solving, upgrading, and debugging.
  • Design, develops and tests programs to produce reports depicting problems and performance statistics.
  • Assist higher graded specialists in writing problem determination/management procedures.
  
  
  Requirements
  
  
  • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
  • Position requires one-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
  • Must possess and maintain IA certifications baseline and computing environment incumbent to their position within six months IAW DoD Directive 8570.1-M, AR 25-2 and the Information Assurance Training and Certification Best Business Practice (BBP).
  • Must be able to obtain and maintain a Secret security clearance.
  
  
  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.
  
  Specialized and Other Experience: One year of specialized experience which includes 1) Providing customer support with troubleshooting errors in programming, hardware, software, application, or user problem. 2) Performing maintenance on existing Automatic Data Processing Equipment to include troubleshooting, problem solving, upgrading, and debugging. 3) Logging incident into proper database to track incident status to resolution. And 4) Compiling recurring and special reports to maintain troubleshooting database. 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, considering 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, 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.
  
  
  

• About the company

  The United States Department of Defense is an executive branch department of the federal government charged with coordinating and supervising all agencies and functions of the government directly related to national security and the United States Armed Forces. The DOD is the largest employer in the world, with over 1.3 million active-duty service members as of 2020. More employees include over 826,000 National Guard and reservists from the armed forces, and over 732,000 civilians bringing the total to over 2.8 million employees. Headquartered at the Pentagon in Arlington, Virginia, just outside Washington, D.C., the DoD's stated mission is to provide "the military forces needed to deter war and ensure our nation's security".

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