Clarification from the agency

See "Who May Apply" in the "Qualifications" section for more information on who is eligible to apply for this position.

• Serves as a Senior Information Technology Specialist (Customer Support) within USAFRICOM Enterprise Service Desk which requires routine and reoccurring access to Classified Secret collateral information, materials, facilities, and systems.
• The incumbent will be responsible for developing plans, identifying, and managing information technology requirements to support and execute the Enterprise Service Desk mission.
• Performs duties as a senior IT Specialist in the formulation of policy, development of plans, identification, and management of information technology requirements to support and execute the Enterprise Service Desk mission and program.
• Analyzes incident types, frequency, and solutions necessary to correct problems.
• Participates in the initiation, coordination, and documentation of plans for items such as software, hardware, and documentation
• Conducts studies of Service Desk performance to determine areas of deficiency and identify problems.
• Develops and interprets policies, procedures, and strategies governing the planning and delivery of Service Desk services
• Provides technical advice, guidance, and recommendations to management and other technical specialists on critical Information Technology issues

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 be able to obtain and maintain a Secret security clearance
• The incumbent must be able to obtain and maintain the security background investigation and clearance requirements for IT Level I.
• This position requires the incumbent to possess, or obtain and maintain, a valid official U.S. Passport
• Incumbent must be 8570.1 compliant (IA Level II certification) within 9 months upon entry of duty.
• Must be able to obtain and maintain a USAREUR Driver's license.
• This position requires the employee to occasionally travel from the normal duty location up to 10%TDY.
• This position is covered by the Civilian Drug Testing Program.
• Must successfully pass urinalysis screening for illegal drug use prior to appointment and periodically thereafter to AR 600-85, Alcohol and Drug Abuse Prevention and Control Program.
• Incumbent is required to sign a DA Form 5019-R, Condition of Employment for certain civilian positions identified as critical under the Drug Abuse Testing Program.
• This position is considered Mission Essential.
• In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled to support mission operations.

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.



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 Professional 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; 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 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 gathering data and performing diagnostic techniques to help identify problems; providing technical support to users of information technology services; and resolving basic equipment and software application problems.

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 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.

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.

Current DoD Employees: If a current permanent CES employee, you shall be granted administrative return rights. If not a current permanent CES employee, you may be granted administrative return rights if agreed to by your CONUS organization.

In accordance with DoD CES Personnel System Implementation Guidance for Overseas Rotations and Administrative Return Rights, employees must be able to satisfy the rotation requirement and tour limitations in DoD Instruction 1400.25 Volume 1230.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.