About this role
Job Summary
This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the PROFESSIONAL Work Category at the FULL PERFORMANCE Work Level within the CES Occupational Structure. It is located in the DISA - Global Service Desk Division- DISA - IT6 / Global Service Desk Division.
Qualifications
In order to qualify for this position, you must meet the requirements described below. Applicants must possess either education, as described below, or have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. GG-07, GG-09, and GG-11 Basic
Requirements
Undergraduate or Graduate Education: Degree in 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. OR Attention to Detail - experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards.
My work or the data that I produce is typically reviewed by my supervisor or another colleague. Customer Service - experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs Oral Communication - experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience Problem Solving - identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions.
AND For the GG-07 position, qualifying experience is defined as: Experience communicating with customers about available services and providing products or services to address needs. For the GG-09 position, qualifying experience is defined as: Experience assisting, troubleshooting, documenting customer inquiries, and providing technical advice and assistance to customers. For the GG-11 position, qualifying experience is defined as: Experience troubleshooting computer problems in a manner that minimizes interruptions. For the GG12, applicants must possess the experience described below: GG-12 Basic
Requirements
Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards Customer Service - experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs Oral Communication -briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions AND Qualifying Experience: To qualify, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position.
Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. . For the GG-12 position, qualifying experience is defined as: Experience resolving customer problems with system integration, research, evaluation of configuration issues with applications and/or desktop configurations. Volunteer Experience: 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).
Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.
Major Duties
- Duties may vary based on organization and work role of the position selected for but may include the following:
- Serves as a technical analyst and primary customer liaison.
- Resolves problems involving integration or configuration issues of a wide variety of applications and desktop configurations.
- Provides technical advice and assistance to include troubleshooting, diagnosing, and resolving customer application problems.
- Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.
- Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database.
- Applies information security/information assurance policies, principles, and practices in the delivery of customer services.