Information Technology Specialist

vor 2 Monaten

Wiesbaden, Deutschland U.S. Army Cyber Command Vollzeit

**Duties**:

- Diagnosing and resolving problems in response to customer reported incidents.
- Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
- Installing, configuring, troubleshooting, and maintaining customer hardware and software.
- Developing and maintaining problem tracking and resolution databases.
- Developing and managing customer service performance requirements.
- Developing customer support policies, procedures, and standards.
- Providing customer training.

**Requirements**:
**Conditions of Employment**:

- You will be required to provide proof of U.S. Citizenship.
- Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
- One year trial/probationary period may be required.
- Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19.
- Must be able to obtain and maintain TOP SECRET eligibility with access to Sensitive Compartmented Information (SCI).
- The IT classification for this position is IT I. Position is designated as Special Sensitive.
- 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.
- The employee must maintain Stateside Driver?s Licenses and obtain / maintain USAREUR and U.S. Military License (TMP) driver license at all times.
- Must meet the DOD 8570.IM training requirement within 6 months of accepting position

**Qualifications**:
**Who May Apply: US Citizens**

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.**Basic Requirement for Information Technology Specialist (Customer Support)**:
**Specialized and Other Experience**:
**One year of specialized experience which includes: resolving complex issues or tickets elevated from other technicians OR determining appropriate IT systems to support customer's business requirements; and providing training to IT Support personnel and/or end-users. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).**

**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 re

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