Information Management Clerk

Hiring Path:

- Custom Announcement (not open to the public)

Who May Apply/Clarification From the Agency:
For USEFM - FP is 08. Actual FP salary determined by Washington D.C.
- U.S. Citizen Eligible Family Members (USEFMs) - All Agencies

Security Clearance Required:
Top Secret Clearance

Appointment Type

Term appt, NTE 4 yrs

Appointment Type Details:
Definite not to exceed 5 years.

Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary:
The work schedule for this position is:

- Full Time (40 number of hours per week)

Supervisory Position:
No

Relocation Expenses Reimbursed:
No

Travel Required:
Not Required

**Duties**:
This position will serve as an Information Management Assistant (IMA) for the Classified Regionalization hub in Frankfurt. The incumbent is responsible for the day-to-day administration and end-user support of the ClassNet Regionalization (CNR) program in Frankfurt. Primary duties include but are not limited to providing end-user support through the Remedy trouble ticket system, creating and tracking Remedy tickets regularly, Active Directory administration with CNR accounts, coordination with customers for software/hardware upgrades, and information assurance. The incumbent will report directly to the senior Information Management Specialist (IMS) and will be reviewed by the Regional Diplomatic Technology (RDT) CNR Branch Chief. Additionally, this employee will assist with hardware and software installation and training for customers who reside in a Controlled Access Area (CAA). The fundamental difference between the duties of the MA and an IMS is that the IMA will work under the direct supervision of the assigned MS and as requires, the RDT CNR Branch Chief. The incumbent does not have any direct supervisory responsibility.

**Qualifications and Evaluations**:

- Requirements:
**FOR THE EXPERIENCE AND EDUCATION REQUIREMENTS APPLICANTS MUST MEET EITHER OPTION 1 OR OPTION 2.**

**Option #1**:
EXPERIENCE: Minimum one year experience in customer service with an emphasis in helpdesk support is required.

EDUCATION: Two years of College or University Studies is required.

JOB KNOWLEDGE:

- The ability to utilize Active Directory management tools.
- The ability to read computer event logs and use Microsoft operating system event viewers.

**or**

**Option #2**:
EXPERIENCE: Minimum three years' experience in customer service with an emphasis in helpdesk support is required.

EDUCATION: Secondary school is required.

JOB KNOWLEDGE:

- The ability to utilize Active Directory management tools.
- The ability to read computer event logs and use Microsoft operating system event viewers.
- Education Requirements:
See the requirement section above for the education requirements.
- Evaluations:
LANGUAGE: English (Fluent) speaking and reading is required. This will be tested.

SKILLS & ABILITIES: Ability to troubleshoot, diagnose, and resolve software and hardware problems quickly and with little or no
impact to the end-user.
- Must possess excellent customer service and problem-solving skills.
- Ability to organize and prioritize tasks while maximizing results.
- The incumbent must be eligible for a Top-Secret security Clearance.

**EQUAL EMPLOYMENT OPPORTUNITY (EEO)**: The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
- Qualifications:
All applicants under consideration will be required to pass security certifications.

**Benefits and Other Info**:

- Benefits:

- Agency Benefits:
For EFMs, benefits should be discussed with the Human Resources Office.

The pay plan is assigned at the time of the conditional offer letter by the HR Office.
- Other Information:
HIRING PREFERENCE ORDER:
1. AEFM / USEFM who is a preference-eligible U.S. Veteran*
2. AEFM / USEFM
3. FS on LWOP and CS with reemployment rights**
- IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability dated within the past six months, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the