IT SPECIALIST (CUSTSPT/NETWORK)

You will serve as a subject matter expert of the Customer Services Section, overseeing the planning and delivery of all customer support services, including installation, configuration, troubleshooting, and end-user training.

You will manage and coordinate trouble tickets through a tiered structure, providing first and second-level technical support to diagnose and resolve system incidents, problems, and events to ensure high-quality, efficient service restoration.

You will oversee the installation, operation, monitoring, and maintenance of IT equipment, networks, and assets, ensuring all information assurance controls are implemented and security requirements are met.

You will advocate for and participate in the development of the enterprise Information Technology Management (ITSM) toolset and service catalog, implementing service improvement strategies.

You will serve as an operational planner, assisting in the direction and control of detachment sections and supporting the defense of the Department of Defense Information Network by providing key advisory services on cyberspace operational issues.

You will support the complete lifecycle of end-user IT assets, including hardware and software license management, planning for technical refreshes, and managing the procurement process for new and non-standard IT requirements.

You are required to have information technology related experience in the federal service or private or public sector demonstrating the following nine competencies, as defined: Attention to Detail- Is thorough when performing work and conscientious about attending to detail.

IT related experience demonstrating this competency include: Overseeing the execution of preventative maintenance on enterprise systems to ensure operational readiness and minimize downtime.

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 service.

IT related experience demonstrating this competency include: Communicating planned and unplanned service outages to all relevant stakeholders in a timely and effective manner.

Decision Making- Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.

Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.

Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations.

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.

IT related experience demonstrating this competency include: Producing and delivering comprehensive reports and briefings to leadership on service performance, significant incidents, and recommend courses of action.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT related experience demonstrating this competency include: Analyzing complex technical issues to determine root causes and develop and evaluate multiple courses of action.

Teamwork- Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

Technical Competence- Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

In addition to your experience demonstrating the nine competencies above, you are required to have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position.

Qualifying experience may have been acquired in any public or private sector job but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position.

Such experience is typically in or directly relates to the work of the position to be filled.

Qualifying experience would be demonstrated by: Qualifying experience would be demonstrated by: Overseeing network and IT asset operations, providing key advisory services on cyberspace operational issues, and ensuring the implementation of all information assurance controls.

Managing IT customer support services, encompassing the complete lifecycle of end-user assets and tiered technical support. This position is within the Work Category PROFESSIONAL at Work Level FULL PERFORMANCE, Series and Grade GG-2210-12.

Additional qualifications information can be found from the following Department of Defense website: https://dodcio.defense.gov/Cyber-Workforce/CES.aspx Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.