Information Technology Specialist; Customer Support

This is a term position not to exceed 36 months within the Department of War Education Activity (DoDEA) Information Technology Division’s Global Operations Branch at Fort Knox, Kentucky.

This Position is obligated.

This is a Direct Hire Solicitation.

• Telework eligible:
  No
• Remote job:
  No
• Relocation expenses reimbursed:
  Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
• Salary: $89,508 – $116,362 per year
• Pay scale & grade: GS 12
• Promotion potential:
  None
• Work schedule:
  
  Full-time
• Travel Required:
  
  25% or less – You may be expected to travel for this position.
• Appointment type:
  Term – 36 Months
• Occupations and job series: 2210 Information Technology Management
• Supervisory status:
  No
• Federal service type:
  Competitive Service
• Represented by a union:
  No
• Drug test:
  No
• Security clearance:
  Secret
• Position sensitivity and risk:
  Noncritical‑Sensitive (NCS)/Moderate Risk
• Background check type:
  Suitability/Fitness
• Financial disclosure required:
  No

• Analyze incident request trends and patterns in order find opportunities to improve services.
• Analyze, document, and plan for additions, upgrade, or configuration to ensure proper application software and web services.
• Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs.
• Remove, reinstall or reconfigure desktop software or web services in order to correct issues.
• Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution.
• Test new software deployment packages and Operating System images and provide feedback or solutions.

• Male applicants born after December 31, 1959, must complete a Pre‑Employment Certification Statement for Selective Service Requirement.
• Proof of U.S. Citizenship required.
• Direct deposit of pay is required.
• One year probationary period may be required.
• Appointment subject to a suitability/fitness determination, as determined by a background investigation.
• This position requires a Tier 3 (T3) investigation.
• You may be required to sign a transportation agreement.
• This position requires the incumbent to obtain and maintain a secret security clearance.
• In accordance with DoD Directive 8140 and DoD Manual 8140.03 this position requires the incumbent to complete Foundational Qualifications within 9 months of appointment and complete Residential Qualification requirements within 12 months.

Who May Apply: U.S. 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 Corp, 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.

Specialized

Experience:

One year of specialized experience which includes:
Providing immediate response and resolution to information technology tickets. Analyzing information technology helpdesk tickets for escalation. Diagnosing hardware or software problems. Briefing senior leadership and providing status updates on projects and challenges. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS‑11).

The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive…