Information Technology Specialist (Customer Support and System Administration)

Summary

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service.

About the Position: Serve as an information technology (IT) specialist and subject matter expert, Information Management Officer (IMO) in the Office of the Deputy Chief of Staff (ODCS), G-9.

Relocation incentive MAY be authorized by IAW agency policy.

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Duties

• Serve as the technical authority for Information Technology regulations and their application.
• Responsible for the developing the G-9 office automation life cycle replacement strategy.
• Serve as the system administrator responsible for the administration of complex business systems.
• Prepare the necessary documentation required for various special projects.
• Track all common Information Technology equipment within the organization located in two buildings in the National Capital Region.

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Requirements

Conditions of Employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Must obtain and maintain Secret Security clearance.
• Temporary Travel Duty of 5% may be required.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

Specialized Experience for GS-12: One year of specialized experience which includes assisting with preparing charts, slides, graphs or statistical data for presentations; assisting with determining equipment needs and/or replacement cycles; and coordinating the installation of new products or equipment. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-11).

Specialized Experience for GS-13: One year of specialized experience which includes assisting with developing Information Technology requirements or establishing support priorities; assisting with the formulation and/or enforcement of Information Technology policies, procedures and/or guidelines; and developing solutions to problems in existing and/or unique application systems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-12).

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: leading others by setting the standards for the quality of work, even in the most difficult and/or high pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards.

(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: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the team’s work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support.

(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: clearly explaining and defending complex ideas, appropriately adapting to each audience’s level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement.

(4) Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: providing precedent setting solutions to unique problems not previously encountered; helping team make decisions which are complicated by the number and nature of existing policy, guidelines, and organizational goals; identifying the root causes of problems; developing systemic solutions to address them and prevent them from reoccurring.

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone–no substitution of education for experience is permitted.

Additional information

• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
• You will be required to provide proof of U.S. Citizenship.
• One year trial/probationary period may be required.
• Direct deposit of pay is required.
• Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
• If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
• This is a Functional Community (FC) – 34 – Information Technology / Cyber Management position.
• Multiple positions may be filled from this announcement.
• Salary includes applicable locality pay or Local Market Supplement.
• Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
• This organization prefers resumes no longer than five pages.
• Position is being filled at the GS-12/13 target GS-13 level. Duties described reflect the full performance GS-13 level. Duties will be performed in a developmental capacity under close supervision. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management.

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• Benefits
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• A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
• Review our benefits
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement.

If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

Veterans and Military Spouses will be considered along with all other candidates.

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How to Apply

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section above.

The complete application package must be submitted by 11:59 PM (EST) on 12/02/2024 to receive consideration

• To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12618135).
• Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
• After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
• You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
• It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
• Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

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Agency contact information

Army Applicant Help Desk Army Applicant Help Desk

Website

https://portal.chra.army.mil/hr_public?id=app_inq

Address

HT-W089AA HQDA SFRD FAMILY PRGMS BR

DO NOT MAIL

Washington, DC 20310

US

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Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking (as applicable) for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

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