Information Technology Specialist

vor 6 Monaten

Stuttgart, Deutschland U.S. Army Cyber Command Vollzeit

**Duties**:

- Serves as a Service Desk Agent (SDA) for the U.S. Africa Command (AFRICOM) Enterprise Service Desk (AESD).
- Provides information management services for the primary headquarters building and satellite offices where the duties include configuration, troubleshooting, customer assistance, and training to support.
- Receives in-person and telephonic service requests, and/or incident trouble tickets to perform as AESD’s first-line point of contact (POC) for the troubleshooting of IT equipment, software, or process failures.
- Serves as a customer advocate within the AESD performing IT support missions.
- Uses knowledge of IT concepts, principles and methods to perform analysis and provide solutions to incidents and problems.

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

- Three year trial/probationary period may be required.
- Must be able to obtain and maintain a secret security clearance.
- The IT classification for this position is IT Level I. The incumbent must be able to obtain and maintain the security background investigation and clearance requirements for IT Level I.
- This position is designated as IAT Level II position.
- Required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DODM 8140.03 Information Assurance Workforce Improvement Program 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 has been designated mission essential.
- Employee may be required to remain on duty or report for duty during severe weather or other installation closings.
- May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays. Call back and emergency duty are regular requirements of this position.
- May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays.
- Call back and emergency duty are regular requirements of this position.
- This position may require shift work.
- 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.
- 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.

**Qualifications**:
**Who May Apply**:
- **This position is in the **Professional **Category at the **Full Performance** Work Level within the CES Occupational Structure.**
- **Basic Requirements**:
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 work independently that rarely requires editing or review 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.
- (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: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.- **Quali

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