This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. It is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. It is located in the DISA Command Control Division (HCA23).
In order to qualify for this position, you must meet the requirements described below. Basic Requirements: Attention to Detail -experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague Customer Service - experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs Oral Communication - experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience Problem Solving- identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions Qualifying Experience: To qualify at the GG-2210-09, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience reviewing information technology (IT) policies, drafting reports on IT subject matter, and providing briefings to management on IT subject matter. To qualify at the GG-2210-11, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience interpreting information technology (IT) policies for effectiveness; making recommendations to increase effectiveness; and providing briefings to leadership to make recommendations on improvements. To qualify at the GG-2210-12, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For this position, qualifying experience is defined as: Experience accessing information technology (IT) policies, developing IT policy for application in an organization; applying project management principles to increase effectiveness of IT programs; and briefing leadership on recommendations to increase efficiency. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.
Provides advice and assistance to customers and troubleshoots the most complex problems in a manner that minimizes interruptions in customers' ability to carry out critical business activities.
Develops and manages customer performance requirements and customer support policies and procedures.
Leads rapid response teams in response to customer service problems resulting from catastrophic events.
Analyze and resolve a complete range of problems within the scope of the activity operations and refers operational problems.
Develops, updates, and maintains a comprehensive database of technical and corresponding resolutions.
Evaluates and reports on new tools and trends in the customer support field.
Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.