Job Overview

Summary

Department of Defense Education Activity (DoDEA) is a DoD Field Activity responsible for the oversight of two school systems: the Department of Defense Dependents Schools (DoDDS) an the Department of Defense Dependent Elementary & Secondary Schools (DDESS). DoDEA employs more than 13,500 individuals responsible for providing a quality education to approximately 90,000 students from pre-kindergarten through grade 12 in 13 foreign countries, 7 states, Guam, & Puerto Rico.

This position is located in DoDDS-Europe, Information Technology (IT) Division. Incumbent analyzes microcomputer, peripheral and software problems as reported by DoDDS employees and performs trouble shooting support via telephone, electronic mail, remote access, on-site and/or by requesting contractor ADP maintenance and government personnel to resolve problems. Recommends proven methods and demonstrates the ability to execute standard work-flow processes in a service desk environment. Acts to resolve reported problems by contacting the end user to analyze and follow up to eliminate the cause. Ensures customer receives full explanation of problem resolution and describes processes needed to complete the service request. Works with technical support personnel in resolving critical problems and coordinates technical issues with other agency personnel.

 

Who May Apply:  Individuals who are current career/career-conditional Federal employees in the competitive service in the local commuting area ; reinstatement eligibles in the local commuting area; individuals on an interchange agreement in a local area; DoD Military/Civ spouse eligibles in the local commuting area; Interagency Career Transition Assistance Plan (ICTAP) eligibles in the local commuting area; 30% disabled veterans in the local commuting area; Veterans Employment Opportunity Act (VEOA).

 

Local commuting area is defined as the geographic area surrounding a work site that encompasses the localities where people live and can reasonably be expected to travel back and forth daily to work based on the generally held expectations of the local community. (5 CFR 575.203)

NOTE:  The DoD policy on overseas employment for civilian employees limits overseas tours to 5 years.  Case-by-case extensions beyond the 5 year limit may be granted but are designed only to provide management flexibility to meet defined mission requirements that otherwise cannot be met.

Initial tour of duty is 3 years.

One or more positions may be filled by this vacancy announcement.

Duties

This position is located in DoDDS-Europe, Information Technology (IT) Division, CustomerSupport Branch. Incumbent serves as a senior specialist and focal point for assigned IToperating systems. Provides technical expertise and independently oversees testing andmigration to the operating environment and advises customer support specialists. Ensuresthe appropriate configuration of the operating environment to support new applications.Analyzes and evaluates operating systems technical design requirements for the site.Independently consults with IT staff to determine the effect of stated requirements on enduser applications and the impact on the current operating environment in accordance with ITstandards. Provides detailed information regarding all technical aspects of equipment,software, and systems. Responsible for the set up, loading, and configuration ofhardware/software to operate as designed and support the site mission. Works with local users and managers to coordinate requirements, schedules, and resolve operational issues.Works with IT project teams and ensures all hardware/software components ordered for thetechnical solution are available for installation. Ensures equipment, systems, and softwarecalled for by technical design specifications can be configured and operated properly afterinstallation. Assist in the installation and testing of system releases and computer upgrades.Assist in making recommendations for system improvements. Provides customer support.Maintains established application programs according to standards. Explains systemcapabilities, limitations, and output variations to users. Identifies and documents specificneeds of customers. Conducts analyses of user complaints, traffic interruptions,hardware/software capabilities, and other relevant factors. Recommends methods andprocedures to coordinate corrective action with IT and local users to optimize utilization ofpresent equipment. Ensures upgrades to the IT infrastructure are identified. Responds totrouble reports assigned by the central IT Service Desk and provides solutions, andrecommends actions necessary to avoid future difficulties. Maintains records of analyses,tests, techniques, and procedures applied in problem resolution.

 

Provides orientation in the use of existing, new, or changed technology. Provides formal orinformal training. Troubleshoots support issues for all aspects of information technology(hardware, software, and networks) at the assigned site. Conduct in-depth systems analysesof existing systems and systems components to determine user requirements andopportunities for new and/or enhanced information technology.