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Job Details

Information Technology Specialist Customer Support

Company name
U.S. Army Cyber Command

Salary
$47,686.00 to $115,157.00

Location
Fort Huachuca, AZ

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Open & closing dates

02/09/2018

to

12/31/2018

Salary

$47,686 to $115,157 per year

Pay scale & grade

GS 7 - 12

Work schedule

Multiple Schedules

Appointment type

Multiple Appointment Types

Locations

Many vacancies in the following locations:

Fort Huachuca, AZ

Fort Hunter Liggett, CA

Fort Irwin, CA

Monterey, CA

Show more locations (7)

Fort Carson, CO

Fort Sill, OK

Fort Bliss, TX

Fort Hood, TX

Fort Sam Houston, TX

Dugway Proving Ground, UT

Joint Base Lewis-McChord, WA

Relocation expenses reimbursed

Yes

Moving expense reimbursement MAY be authorized subject to the provisions of the Joint Travel Regulations.

This job is open to

The public

U.S. citizens, nationals or those who owe allegiance to the U.S., and excepted service employees.

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Announcement number

NCNT187635746363HC

Control number

491126800

Duties

Duties

Summary

Civilian employees serve a vital role in supporting the Army mission. They provide the skills that are not readily available in the military, but crucial to support military operations. The Army integrates the talents and skills of its military and civilian members to form a Total Army.

About the Position:

This is a Direct Hire Solicitation for Cyber Workforce Positions. The following positions may be filled from this vacancy announcement:

Information Technology Specialist (CUSTSPT) GS-2210

Multiple vacancies exist and may be filled from this announcement at any of the locations listed. Applications will be accepted on an ongoing basis. However, the first cut-off date for referral to the hiring official with known/projected vacancies is 3 days from the opening date of the announcement. Subsequently, applications will be referred to selecting officials every 14 days or as vacancies occur. There may or may not be actual/projected vacancies at the time you submit your application and designate your locations of choice. Your resume will not be reviewed for qualifications until a position is requested to be filled.

Period of Eligibility: Your resume and any documents submitted will be retained for three months and may be used at any time during this period. After 3 months, you must reapply to this announcement in order to be considered.

Positions listed with multiple grades may be filled at any grade level and may or may not have promotion potential.

Positions may be filled as permanent, temporary or term with a full-time or part-time work schedule. Temporary positions may be extended up to a maximum of three years. Term positions may be extended up to a maximum of six years.

Pay will vary by grade level and geographic location.

Selections made under this announcement may be non-competitively converted to the Cyber Excepted Service upon implementation.

Who May Apply: US Citizens

Learn more about this agency

Responsibilities

Major duties of IT Specialist (CUSTSPT) positions filled under this announcement may include, but are not limited to: Diagnosing and resolving problems in response to customer reported incidents.

Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.

Developing and maintaining problem tracking and resolution databases.

Installing, configuring, troubleshooting, and maintaining customer hardware and software.

Developing and managing customer service performance requirements.

Developing customer support policies, procedures, and standards.

Providing customer training.

Travel Required

50% or less - Travel requirements vary by grade and position. While a few positions may require 50% business travel, most positions will have 10-30% business travel required.

Supervisory status

No

Promotion Potential

12

Who May Apply

This job is open to…

US Citizens

Questions? This job is open to 1 group.

Job family (Series)

2210 Information Technology Management

Requirements

Requirements

Conditions of Employment

You will be required to provide proof of U.S. Citizenship.

Two year trial/probationary period may be required.

Direct Deposit of Pay is Required.

Subject to completion of a favorable suitability or fitness determination.

IT CERTIFICATION - This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.

SECURITY CLEARANCE - This position may require the incumbent be able to obtain and maintain a determination of eligibility for a Secret or Top Secret security clearance or access for the duration of employment.

POLYGRAPH - This position may require the incumbent to take and successfully pass a Counterintelligence Scope Polygraph (CI/Poly).

DRUG TESTING - The duties of this position may meet the criteria for compliance with Federal and Department of the Army Drug Free Workplace Programs. Detection of the presence of drugs may be warranted. This position may be subject to a pre-employment screening, and random testing thereafter, to include testing based on reasonable suspicion and testing due to direct involvement with an on-duty accident.

TDY - This position may have a Temporary Duty (TDY) or business travel requirement of up to 50% of the time.

MISSION ESSENTIAL POSITION - This position may be designated 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.

DRIVER'S LICENSE - The duties of this position may require the incumbent to possess or obtain and maintain a valid state Driver's License in one of the 50 U.S. states or possessions to operate vehicles.

PASSPORT - This position may require the incumbent to possess, or obtain and maintain, a valid regular or official U.S. Passport.

SHIFT WORK/ROTATING SHIFTS - This position may require shift work to provide coverage on evenings, weekends, holidays, or special situations. Employee shifts may be rotated on a regularly scheduled basis.

OVERTIME - Due to the nature of this position, employees are required to work both planned and unscheduled overtime.

TELEPHONE - The incumbent may be required to carry a cellular telephone and maintain a working personal telephone at all times.

Other Requirements: Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.

This position may require you to submit a Confidential Financial Disclosure Report (OGE450) upon entry, and annually thereafter.

Qualifications

In order to qualify, you must meet the education and/or 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

GS-07 Minimum Qualifications

Specialized Experience: One year of specialized experience which includes providing support to end-users for computer, peripherals, or desktop applications; interacting with customers telephonically, in-person, or electronically to determine appropriate actions to restore normal desktop operation; and logging corrective actions taken OR escalating more complex problems to intermediate or senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05).

OR

Education: One full year of graduate level education in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR

Superior Academic Achievement: Successful completion of all the requirements for a bachelor's degree with Superior Academic Achievement. In order to be creditable under this provision, Superior Academic Achievement must have been gained in a curriculum that is qualifying for the position to be filled, such as that identified in Education above. See the Education Section below for more details on Superior Academic Achievement requirements.

OR

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) by 18. Add the two percentages.

GS-09 Minimum Qualifications

Specialized Experience: One year of specialized experience which includes installing new or existing personal computer systems or related equipment; monitoring escalated actions and tickets OR using standardized troubleshooting protocols; and determining appropriate fixes or work-arounds to restore desktop functionality. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

OR

Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages.

GS-11 Minimum Qualifications

Specialized Experience: One year of specialized experience which includes providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).

OR

Education: Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

OR

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages.

GS-12 Minimum Qualifications

Specialized Experience: One year of specialized experience which includes resolving complex issues or tickets elevated from other technicians OR determining appropriate IT systems to support customer's business requirements; and providing training to IT Support personnel and/or end-users. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job at the GS-12 level, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Individuals utilizing experience to qualify for this position must have IT-related experience demonstrating each of the four competencies listed below:

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

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.

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.

4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendation.

Education

Superior Academic Achievement is based on:

(1) Class Standing - Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - Applicants must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 (B or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 (B or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - Applicants may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/).

Only degrees from an accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements or to substitute education for experience. For additional information, please go to the Office of Personnel Management (OPM) and U.S. Department of Education websites at - http://www.opm.gov/qualifications

and http://www.ed.gov/admins/finaid/accred/index.html

Foreign education must be evaluated for U.S. equivalency in order to be considered for this position. Please submit your foreign education evaluation with your application.

Additional information

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application

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.

Applications can be accepted from students who expect to complete qualifying education within 90 days from the date of application. You must still include transcripts with your application package, showing the courses and semester hours you have completed and courses in-progress, even though you have not earned a degree yet. You will not be able to start employment until you have completed the full education requirement and final transcripts have been verified.

Multiple positions may be filled from this announcement.

This is a Career Program (CP) 34 Information Technology/Cyber Management position.

Recruitment or relocation incentives MAY be authorized for highly qualified candidates.

Student Loan Repayment MAY be authorized for highly qualified candidates.

Service credit for annual leave accrual may be granted for certain non-Federal work experience and experience in the uniformed service.

Moving expense reimbursement MAY be authorized subject to the provisions of the Joint Travel Regulations.

How You Will Be Evaluated

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

Your application package

(resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority. To receive selection priority for this position, you must: (1) meet ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 90 or above; and, (3) submit the appropriate documentation to support your ICTAP eligibility. Additional information about the program is on OPM's Career Transition Resources website

Background checks and security clearance

Security clearance

Other

Required Documents

Required Documents

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External)

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

Your resume: Your resume may be submitted in any format.

If you submit more than one copy of your resume, only the most recent version will be reviewed. The latest timestamp will be used to determine which version of your resume is most recent. It is your responsibility to check the status and timestamp of all documents you submit as part of your application.

If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.

For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.

If you are relying on your education to meet qualification requirements: You MUST submit a copy of your transcript if you want to substitute your education for experience. If you claim qualifications based on education, and do not submit a transcript, your education will not be used in making a qualification determination and you may be found not qualified. See: Transcripts and Licenses

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits

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. Learn 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 to Apply

How to Apply

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

The complete application package must be submitted by 11:59 PM (EST) on 12/31/2018 to receive consideration

To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire ( https://apply.usastaffing.gov/ViewQuestionnaire/10136363

Click the Submit My Answers button to submit your application package.

It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USAJOBS account

, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.

To return to an incomplete application, log into your USAJOBS account

and click Update Application in the vacancy announcement. 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.

The Department of Army provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the servicing civilian personnel unit. Your requests for reasonable accommodation will be addressed on a case-by-case basis.

Agency contact information

Army Applicant Help Desk

Phone

(000)000-0000

Email

USARMY.APG.CHRA-NE.MBX.APPLICANTHELP@MAIL.MIL

Address

EJ-APF-W4NHAA NETCOM

DO NOT MAIL

Fort Huachuca, AZ

US

Learn more about this agency

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 for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

The documents you submit must support your responses to the online questionnaire. If your application contradicts or does not support your questionnaire responses, you will receive a rating of not qualified or incomplete application and you will not receive further consideration for this job.

Fair & Transparent

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Equal Employment Opportunity (EEO) for federal employees & job applicants

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when: An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.

An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.

An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations

or how to contact an agency.

Legal and regulatory guidance

Financial suitability

Social security number request

Privacy Act

Signature and false statements

Selective Service

New employee probationary period

Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.

federalgovernmentjobs.us

Company info

U.S. Army Cyber Command
Website : http://www.arcyber.army.mil/

Company Profile
The U.S. Army Cyber Command's breadth of responsibility spans the entire Army and the entire world - from the tactical edge to the strategic enterprise-level or national levels. Traditional boundaries no longer exist and anonymous attacks can occur literally at near light speed over fiber optic networks. Our enemies will deny the freedom of movement on our networks and use whatever they can from wherever in the world they are to gain advantage. Cyber is not just a network. We operate in a contested environment which therefore makes it critical to improve our defense systems. These key defensive positions are manned by our Soldiers, civilians and contractors who need support to maintain the immediate tactical edge and expand strategic boundaries.

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