IT Specialist

Join the U.S. Army Europe and Africa team as an IT Specialist (Customer Support) and play a critical role in providing technical support to our customers. As a member of our Network Enterprise Center (NEC) team, you will be responsible for performing Break/Fix, Tier 1 remote administration and touch labor, and all technical systems (client and peripheral devices) functions with supporting NEC customers.

• Provide IT support including the installation, configuration, troubleshooting, and customer assistance to support customer requirements;
• Assist senior specialists providing more complex support;
• Serve as Tier 1 support for IT users with the responsibility for assessing and solving local IT related problems;
• Create, administer, and repair user and group accounts;
• Administer passwords and coordinate with security manager on all network, server and workstation security issues, including assistance in installing and configuring systems security software and patches;
• Install and configure software applications and provide technical support;
• Administer network security to include assigning user IDs, and appropriate user permissions;
• Provide application administration support for services such as voice over Internet protocol (VoIP), dynamic host configuration protocol (DHCP), print services, and RADIUS;
• Ensure all workstations remain in an operational status by closely monitoring them and identifying and reporting problems immediately;
• Analyze and diagnose hardware, applications, software, networks and system problems reported by users and organizations pertinent to a wide variety of software applications, operating systems and IT equipment;
• Refer more complex and difficult problems to senior personnel or supervisor;
• Troubleshoot, investigate and analyze actual or potential problems in system software, applications software interfacing, and/or IT equipment to isolate causes of malfunctions;
• Coordinate with IT customers and specialists to identify IT improvements and ways to provide greater effectiveness and economy of services;
• Evaluate reported problems, develop modifications and procedures to resolve the problems, and initiate corrective action;
• Establish network access protocols to provide users with local or remote access capabilities;
• Modify and adapt precedent solutions to accommodate unique requirements to solve a variety of computer program problems and make changes to previous approaches to similar problems and situations in order to make a better program/programs interrelationship;
• Recommend courses of action;
• Interprets and explains system/network regulations, policies, directives and guidelines;
• Provide support, guidance, and training to the information management officer (IMO) and customer communities;
• Execute vulnerability management tasks to ensure systems within the NEC AOR are compliant with DISA security technical implementation guides (STIG) and all other security requirements;
• Work with Information Management Officers (IMOs), users, and other support personnel to ensure security regulations are followed and that installation, command, and agency security standards are met;
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the accomplishment of work;
• Provides on-the-job training and feedback to technicians and customer organizations;

• Explanations to the E&T Levels (Education & Training Levels) can be found at the link "Description of the Education & Training Levels";
• C-6a: E&T Level I&II: not creditable for positions in this occupational series;
• E&T Level III A: The completed apprenticeship must be in the Computer Science occupation (Informatikkaufmann/frau) or in another area that is directly related to the position to be filled; PLUS 3 years of job related experience as defined below;
• E&T Level IIIB, IIIC: PLUS 3 years of job related experience as defined below;
• E&T Level IVA: The completed apprenticeship must be in the Computer Science occupation (Informatikkaufmann/frau) or in another area that is directly related to the position to be filled; PLUS 2 years of job related experience as defined below;
• E&T Level IVB, C and D: The completed education, training and certification must be in the Computer Science occupation or in another area that is directly related to the position to be filled; PLUS 2 years of job related experience as defined below;
• E&T Level V: University or equivalent graduation in a closely related field or study; PLUS 1 year of job related experience;
• Or E&T level V with a state certification in computer science (staatlich geprüfter Informatiker) or a diploma in computer science (Diplominformatiker), (general (Allgemeine Informatik), Industrial (Wirtschaftsinformatik), multimedia information (Medieninformatik), engineering computer science (Technische Informatik, Ingenieur-Informatik)), or equivalent; no additional experience required;
• Job related experience: Any work experience that involves the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements;
• Includes experience in 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, and developing and managing customer service performance requirements;
• Office automation skills are required;
• Employee is required to obtain and maintain a Cyber Security certification(s) at the IATII level in accordance with DoD Directive 8140, DoDI M (or its replacement if superceded);
• LANGUAGE PROFICIENCY LEVEL: English AND German Language Proficiency level B2 required;

General Information for LN Job Announcements - please read;

• The incumbent of this position is occasionally required to perform TDY (Temporary Duty Travel);

• Employee may perform the work at a location away from the regular worksite (e.g. at home) on a non-routine, ad-hoc basis;

• On-Call duty required;

WE OFFER:

• a global employer who stands for cultural diversity and equal opportunities;

• employment in an international environment with a welcoming atmosphere;

• high level of job security and attractive pay under German tariff agreements (CTA II; Protection Agreement) including, but not limited to, the following tariff entitlements:

• 30 days of annual leave; 36 days for severely handicapped employees (additional time-off on 24 & 31 December per tariff agreement);

• vacation and Christmas pay (total of 13 monthly salaries);

• various additional social benefits (e.g., employer pension scheme through Allianz group insurance; property accrual payments);

Beyond the tariff agreement,

• usually time off on 8-9 U.S. holidays due to work hour redistribution (governed by shop agreement);

• employer-specific programs for flexible work schedules; mobile work; length-of-service/performance awards;

• health promotion and fitness programs, including free use of employer-run fitness centers.