Lead Information Technology Specialist
vor 6 Monaten
**Duties**:
- Serve as a Senior Information Technology Specialist (Customer Support) within the Enterprise Service Desk, 2d Theatre Signal Brigade.
- Troubleshoot problem areas (by telephone or via remote access) in a timely and accurate fashion and provide end-user assistance where required.
- Analyze incident types, frequency, and solutions necessary to correct problems.
- Participate in the initiation, coordination, and documentation of plans for items such as software, hardware, and documentation.
- Serve as a team lead over the Enterprise Service Desk.
- Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
- Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation, presentation and communication of work-related information to the supervisor.
**Requirements**:
**Conditions of Employment**:
- Three year trial/probationary period may be required.
- Incumbent is required to obtain and maintain a SECRET clearance.
- Must be able to obtain commercial certification credential as directed by DoD Directive 8570.1/ 8140 "Information System Certification" with 6 months of acceptance.
- This position requires the employee to occasionally travel from the normal duty location up to 10% TDY.
- Duties of the position may require shift work.
- Position may be designated Mission Critical or Mission Essential in support of mobilization and wartime mission.
- 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.
- 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.
**Qualifications**:
**Who May Apply**:
- **This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.**
- 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 (1) Knowledge of systems analysis, design, methodologies, and IT equipment characteristics to advise users on IT questions and problems.
- (2) Knowledge of agency information processing standards, policies, and procedures to analyze and advise managers on systems matters and evaluate the need for changes in existing policies and procedures. (3) Knowledge of methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems to provide support that minimizes interruptions in the customer's ability to carry out the mission.
- 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 f
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