Information Specialist

**Duties**:

- Serves as a Senior Information Technology Specialist (Customer Support) within USAFRICOM Enterprise Service Desk which requires routine and reoccurring access to Classified Secret collateral information, materials, facilities, and systems.
- The incumbent will be responsible for developing plans, identifying, and managing information technology requirements to support and execute the Enterprise Service Desk mission.
- Performs duties as a senior IT Specialist in the formulation of policy, development of plans, identification, and management of information technology requirements to support and execute the Enterprise Service Desk mission and program.
- Analyzes incident types, frequency, and solutions necessary to correct problems.
- Participates in the initiation, coordination, and documentation of plans for items such as software, hardware, and documentation
- Conducts studies of Service Desk performance to determine areas of deficiency and identify problems.
- Develops and interprets policies, procedures, and strategies governing the planning and delivery of Service Desk services
- Provides technical advice, guidance, and recommendations to management and other technical specialists on critical Information Technology issues

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

- Three year trial/probationary period may be required.
- Must be able to obtain and maintain a Secret security clearance
- The incumbent must be able to obtain and maintain the security background investigation and clearance requirements for IT Level I.
- This position requires the incumbent to possess, or obtain and maintain, a valid official U.S. Passport
- Incumbent must be 8570.1 compliant (IA Level II certification) 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 is covered by the Civilian Drug Testing Program.
- 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.
- Incumbent is required to sign a DA Form 5019-R, Condition of Employment for certain civilian positions identified as critical under the Drug Abuse Testing Program.
- This position is considered Mission Essential.
- 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.

**Qualifications**:
**Who May Apply**:
- **This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure.**- 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;