Information Technology Specialist (Customer Support) with Security Clearance

Duties
* Resolve hardware, software, and peripheral technical issues submitted by users via phone, email, and ticketing systems to minimize downtime.
* Document customer technical assistance requests, troubleshooting actions, and successful resolutions within an enterprise ticketing system to maintain accurate performance metrics.
* Install computer hardware, operating system baselines, and approved software applications on organization-authorized networks to ensure secure baseline configurations.
* Troubleshoot network connectivity, hardware malfunctions, and system failures using established technical guidelines to restore full operational capability.
* Provide informal instruction to end-users on standard operating procedures and software applications to optimize system performance and efficiency.
* Develop user-friendly technical guides and troubleshooting processes for frequently identified system issues to enable self-service resolution.
* Analyze IT incident ticket data to identify recurring technical trends and system failure patterns for proactive resolution.
* Escalate complex technical issues to higher-tier support activities, external vendors, or network administrators when direct resolution is not possible. Requirements Conditions of employment
* Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation
* Must be able to obtain and maintain a Top Secret security clearance with Sensitive Compartmented Information (SCI) access for the duration of employment.
* Position is subject to random drug testing. Incumbent must pass a drug test.
* May require TDY CONUS and OCONUS up to 15% of the time. Are you willing to meet this requirement?
* This is an Information Assurance Workforce position. Incumbent must meet position requirements for certification at Level II in Information Assurance Technical (IAT-II) within six (6) months
* or less of entrance on duty. (Certification requirements may be found in DOD 8570.01-M Information Assurance Workforce Improvement Program). Are you willing to meet this requirement?
* In accordance with DoDM 8140.03 and supplemental Army guidance, the employee must obtain and maintain the following requirements for each Cyber work role (except Data, AI, and/or Software Engineering) at the assigned proficiency level:

* 1) Foundational qualification requirements within 9 months,
2) Resident qualification requirements within 12 months,
3) 20 hours of Continuous Professional Development (CPD) per work role code (which can overlap).
* 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 11. Qualifications Who May Apply:
Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See for an extensive list of document requirements for all employment authorities. In order to qualify, you must meet the education or expereince requirements described below.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, Ameri Corps) 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 . Specialized

Experience:

One year of specialized experience which includes:
Install computer hardware and operating system software on local networks; troubleshoot software, hardware, and network connectivity failures to restore user functionality; document technical support issues and resolutions in a tracking database; and instruct non-technical users on basic system functions and software applications. 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 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 work independently that rarely requires editing or review 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…