IT Specialist (CUSTSPT) - Summerland Key - job 853714

US Joint Activities

Date: 06/11/2021

City: Summerland Key, Florida

Salary: $82,540 - 107,307 per year

Employment type: Full-time

Duties


Summary


About the Position: This position is in the Defense Civilian Intelligence Personnel System (DCIPS). Employees occupying DCIPS positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25. This position is located with JIATFS on the Naval Air Station - Key West, FL. For local information on the NAS Key West , please visit https://www.cnic.navy.mil/regions/cnrse/installations/nas_key_west.html



Responsibilities


  • Serves as a Senior IT Specialist responsible for providing leadership and technical oversight to the Customer Support Team (CST).

  • Establishes priorities for Customer Service Requests and ensures that they are tracked, customers are provided a status of Support Requests, those requests are effectively coordinated and executed with as little interruption for customer.

  • Develops new processes of addressing technical problems, and updates standard operating procedures (SOPs) as better and improved processes are developed.

  • Provides a seamless level for continuity with Customers and C4I systems personnel.

  • Manages technical support provided for Joint Worldwide Intelligence Communications System (JWICS), Secret and Unclassified Video Teleconferences (VTC), and multi-media systems. Maintains schedule for VTCs and is responsible for system functionality.

  • Integrates new multi-media systems with existing ADP, teleconferencing, and/or telecommunication systems, and is responsible to ensure the interoperability and functionality of all.

  • Establishes SOPs for all new processes and updates existing ones using data collected from analysis of recurrent problems.

  • Responsible for coordination of both formal and informal (desk side) training.

Travel Required


Occasional travel - You may be expected to travel for this position.


Supervisory status

No

Promotion Potential

12

  • Job family (Series)


    2210 Information Technology Management

    Similar jobs


    • Computer Support Specialists
    • Computer User Support Specialists
    • Information Technology Specialist (It Specialist)
    • Specialists, Computer User Support
  • Requirements


    Requirements


    Conditions of Employment


    • Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.

    • Two year trial/probationary period may be required.

    • In accordance with Change 3 to AR 600-85, Alcohol and Drug Abuse Prevention and Control Program, individual must successfully pass a urinalysis screening for illegal drug use prior to appointment and periodically thereafter.

    • Must be able to obtain and maintain a Top Secret security clearance based on Tier 5 investigation with eligibility for sensitive compartmented information (SCI).

    • Must be willing to wear a pager or carry a cellular telephone if required.

    • Must be able to respond to trouble calls and direct maintenance support outside normal duty hours.

    • Must be able to lift and carry computer equipment, weighing up to 40 pounds, into and out of offices if necessary for setup and clearance.

    • May require temporary duty travel (TDY) up to 20% of the time.

    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 Proof of Eligibility for an extensive list of document requirements for all employment authorities.



    • 10-Point Other Veterans? Rating

    • 30 Percent or More Disabled Veterans

    • 5-Point Veterans' Preference

    • Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee

    • Current Department of Army Civilian Employees

    • Current DoD Defense Civilian Intelligence Personnel System (DCIPS) Employee (non-Army)

    • Current Permanent Department of Defense (DOD) Civilian Employee (non-Army)

    • Defense Civilian Intelligence Personnel System (DCIPS) Interchange Agreement

    • Disabled Veteran w/ a Service-Connected Disability, More than 10%, Less than 30%

    • Non-Department of Defense (DoD) Transfer

    • Prior Federal Service Employee

    • United States Citizen Applying to a DCIPS Position




    Army DCIPS positions apply Veteran's Preference to preference eligible candidates as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 2005, DCIPS Employment and Placement.



    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.





    BASIC REQUIREMENT for Information Technology (IT) Specialist (CUSTSPT):



    To qualify based on your experience, your resume must describe at least one year of experience which prepared you to do the work in this job. Specialized experience is defined as experience in Information Technology (IT) customer support functions; installing, configuring and/ or troubleshooting IT systems; reviewing standard operations procedures (SOP) for maintenance and/ or enhancement of operating system software and hardware products for medium and large-scale multi-user computer stems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the Federal service (GG/GS-11).



    Creditable experience may include previous military experience, experience gained in the private sector or in another government agency as long as it was at a level at least equivalent to the next lower band in the series.



    The specialized experience must include, or be 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.



    (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.



    You will be evaluated on the basis of your level of competency in the following areas:

    • Information Technology Customer Support

    • Technical Competence

    • Technical Documentation Development

    Education


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

    Additional information


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

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

    • Direct Deposit of Pay is required.

    • Must be able to obtain and maintain a Top Secret/SCI security clearance.

    • Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication 8570.01-M Information Assurance Workforce Improvement Program, dated 19 December 2005 (incorporating Change 1, 15 May 2008).

    • 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.

    • This is a Career Program (CP) 34 - Information Management position.

    • Multiple positions may be filled from this announcement.

    • Salary includes applicable locality pay or Local Market Supplement.

    • 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.

    • Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.

    • Hiring incentives may be authorized.

    • Agency Service Agreements may be required if hiring incentives are authorized.

    • Advanced in Hires (AIH) may be authorized.




    How You Will Be Evaluated


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


    Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.



    You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.


    Background checks and security clearance


    Security clearance

    Sensitive Compartmented Information

    Drug test required

    Yes

    Position sensitivity and risk

    Special-Sensitive (SS)/High Risk

    Trust determination process

    National security

  • Required Documents


    Required Documents


    WARNING: DO NOT INCLUDE CLASSIFIED INFORMATION IN YOUR APPLICATION PACKET! Application packages that contain Classified information WILL NOT receive consideration for this position. Should you submit a resume or any other document as part of your application package and it is confirmed that any of the information is Classified, in addition to being found ineligible for consideration for this position, your Security Office will be notified to determine if any further action is warranted.



    The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc). Please review the following links to see which documents you need to provide to prove your eligibility to apply: Applicant Merit Checklist and Proof of Eligibility.



    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.



    1. Your resume:


    • Your resume may be submitted in any format and must support the specialized experience described in this announcement.

    • 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 may be marked as incomplete and you may not receive consideration for this position.

    • For additional information see: What to include in your resume.




    2. Other supporting documents:
    • Cover Letter, optional

    • Most recent Performance Appraisal, if applicable

    • Proof of Eligibility to Apply: Your application must include the documents which prove you are eligible to apply for the vacancy. The Proof of Eligibility document describes authorities commonly used in merit promotion recruitment and what document(s) are required to prove you meet the requirements of the authority. You must meet the requirements of at least one of the authorities listed in the Who May Apply section above to receive further consideration.

    • This position requires a job-related license or certification. You MUST submit a copy of your license or certification with your application package or you will be rated ineligible. 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. Opens in a new windowLearn 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.



Help

This job is open to


  • Federal employees - Competitive service

    Current or former competitive service federal employees.

  • Federal employees - Excepted service

    Current excepted service federal employees.

  • The public

    U.S. citizens, nationals or those who owe allegiance to the U.S.

  • Veterans

Clarification from the agency


See "Who May Apply" in the "Qualifications" section for more information on who is eligible to apply for this position.





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