This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Domestic Defense Industrial Base (DIB) Facilities and Major Range and Test Facilities Base (MRTFB) to recruit and appoint qualified candidates to positions in the competitive service.

Duties

Serve as the leader of the Customer Service Branch in the delivery of Command, Control, Communications, Computers and information Management (C4IM) services to the organization. Carry out planning and delivery of special project and customer support services in response to customer requirements for the branch. Analyze customer requirements and manage service requests in help desk database. Consult with Information Technology (IT) Specialists on progress of assigned actions and render guidance and assistance on problems referred for action/attention.

Requirements

• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• Appointment to this position is subject to a one year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• This position requires shift work to provide coverage on evenings, weekends, holidays, or special situations.
• This position has a Temporary Duty (TDY) or business travel requirement of 10% of the time.
• The incumbent must obtain and maintain the appropriate baseline certification in accordance with DoD manual 8570.1M. Personnel assigned to this position must obtain the appropriate baseline certification within six months of being assigned.

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: I have one-year specialized experience equivalent to the GS-11 grade level in the federal service. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled such as: 1) Promoting IT solutions, coordinating IT customer requirements, adhering with IT security, and participating in overall project coordination; 2) Planning and coordinating the work required to meet general objectives and resolve technical problems; 3) Reviewing and analyzing customer Requirements Documents (RDs) for adherence to architecture and making recommendations for satisfying requirement; AND 4) Analyzing, assessing, and interpreting information and administrative requirements for software, hardware, and communications for long-term goals. My specialized experience includes, or was 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; using various methods to explain and convey information; AND (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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

Education

This job does not have an education qualification requirement.

Contacts

• Address AI-APF-W0MLAA TOBYHANNA ARMY DEPOT DO NOT MAIL Tobyhanna, PA 18466 US
• Name: Army Applicant Help Desk