Information Technology Specialist (CUSTSPT) with Security Clearance

Duties * Diagnoses and resolves problems in response to customer reported incidents. * Assists functional users in resolving technical computer problems and malfunctions. * Determines the exact nature of the problem by collecting information from callers to be used in the troubleshooting and restoration of computer or network/telecommunications services. * Enters information collected into an automated trouble ticket system. * Develops, coordinates, and assists in the installation, configuration, utilization, and operation of IT equipment as either stand-alone equipment or connected to a network. * Provides technical support to users for computer software. * Analyzes software system failures. * Installs new software versions, and updates; adapts, configures, and tests computer software, hardware, and/or user systems for effective integration of software systems, such as, Windows operating systems. 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. * 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. * Due to the nature of this position, employees are required to work both planned and unscheduled overtime. * This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty. Qualifications This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. 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. 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 . To qualify based on your experience, your resume must describe 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. Specialized experience would be demonstrated by having experience resolving customer questions or problems concerning Information Technology (IT) automation systems, software and/or hardware problems, password violations, and telecommunication troubles and work orders; diagnosing and resolving problems in response to customer reported incidents; assisting functional users in resolving technical computer problems and malfunctions; developing, coordinating, and assisting in the installation, configuration, utilization, and operation of IT equipment as either stand-alone equipment or connected to a network; providing technical support to users for computer software. The OPM Qualification Standard provides the following definition: specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT]. My specialized experience includes, or was 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 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications . 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 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 (CP) 34 - Information Technology/Cyber Management Career Field position. * Salary includes applicable locality pay or Local Market Supplement. *