Supervisory Information Technology Specialist (Customer Support) with Security Clearance

Duties * Serve as a Supervisory Information Technology Specialist and focal point at Network Enterprise Center, Enterprise Systems Division. * Responsible for directing all matters concerning Information Technology (IT) desktop systems administration, customer support and service operations. * Responsible for executing Tier II operational assistance and providing information management technical and administrative support, advisory services and assistance to both customers and organizations. * Provide central operational support for all shared computing equipment and devices attached to the network. * Represent the organization at Department of Defense (DoD), Department of Army (DA), command, and installation meetings and conferences. * Performs the full range of supervisory duties for ESD staff involved in IT customer support activities. 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. * Must possess or be able to obtain and retain a TOP SECRET security clearance. Critical Sensitive-Position/IT Level I ADP duties as administrator or maintenance for IA devices. Requires a Single Scope Background Investigation (SSBI). * This position is a Testing Designated Position (TDP) subject to applicant testing and random drug testing IAW AR600-85. (See Additional Information) * Designated Key Position - Position is designated as a "Key Position" in accordance with AR 690-11. (See Additional Information) * Overtime and shift work may be required on short notice to include nights, holidays, and weekends in support of related mission requirements. * Temporary Duty (TDY) travel may be required 30% of the time. * This position is designated as Mission Essential. Employee may be required to remain on duty or report for duty during severe weather or other installation closings. * May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays. Call back and emergency duty are regular requirements of this position. * This is a Defense Cyber Workforce position. Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the qualifications for this position IAW Army Regulation and Organization Policy. 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. * Current Army Cyber Excepted Service (CES) Employee
* Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee
* Current Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) Positions
* Current Department of Army Civilian Employees
* Current DoD Cyber Excepted Service (CES) Employee (non-Army)
* Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service Positions
* Non-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions 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 DoD 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. This position is in the Supervision/Management Work Category at the Full Performance Work Level within the CES Occupational Structure. In order to qualify, you must meet the 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. Applicant must have one year of directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills, and abilities necessary to successfully perform the duties of the position. Such experience is typically in or directly related to the work of the position to be filled. Qualifying experience would be demonstrated by setting priorities, assigning work, and adjusting schedules to ensure timely completion of tasks; providing guidance, coaching, and/or administrative support to address complaints and/or resolve conflicts; identifying training and developmental needs to meet organizational goals; and fostering a productive work environment to enhance quality and productivity of information technology services. The 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 thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed 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 routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (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: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. Education Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Additional information * If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment. * 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. * Direct Deposit of Pay is required. * Must be able to obtain and maintain a Top Secret security clearance. * Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoDM 8140.03 Cyberspace Workforce Qualification and Management Program dated 15 February 2023. * 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 Digital Technology Career Field position. * Multiple positions may be filled from this announcement. * Salary includes applicable locality pay or Local Market Supplement. * When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. 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