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Job Title:IT Specialist (CUSTSPT)

Department:Department of Defense

Agency:Defense Information Systems Agency

Job Announcement Number:DISA-757265-12MH

SALARY RANGE:	to / Per Year
OPEN PERIOD:	Monday, October 01, 2012 to Tuesday, October 09, 2012
SERIES & GRADE:	GS-2210-11/12
POSITION INFORMATION:	Full Time - Permanent
PROMOTION POTENTIAL: 12
DUTY LOCATIONS:	1 vacancy in the following location: Pearl Harbor, HI United StatesView Map
WHO MAY BE CONSIDERED:	Career/Career-Conditional Department of Defense (DoD) employees within the local commuting area only.

JOB SUMMARY:

This position is located in Enterprise Services Directorate, DECC Pacific, Operations Branch (ESP2).

If you want to do interesting and challenging work and to make a contribution to national defense, DISA is a great place for you.

DISA provides secure and reliable communications and computing support that enable the President and our military forces to communicate globally through voice, video, and data transmission. DISA is a leader within the Federal Government in implementing "people programs" and offers a broad range of quality-of-life and training programs. Go to www.disa.mil for more information.

KEY REQUIREMENTS

Must be a U.S. Citizen.
Background investigation required.
A pre-employment drug screening is required.
This position is considered Mission Essential.
Scheduled shift work is required.

DUTIES:

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Serves as a senior customer technical analyst on a Service Desk team, with the responsibility for resolving the most complex microcomputer problems.

Provides end user support on usage, configuration, software updates, imaging, and peripherals.

Monitors systems using standard tools and processes for identification of IT system issues.

Develops specifications for user instruction materials based on customer requirements.

Conducts trend analysis and identifies metrics to create ad-hoc reports.

Develops, updates, and maintains a comprehensive database of technical and corresponding resolutions.

Ensures the application of information security/information assurance policies, principles, and practices in the delivery of customer support services.

Utilizes methods working in an information technology operation information technology call center environment using an automated trouble ticketing or problem tracking system.

QUALIFICATIONS REQUIRED:

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Time in Grade:

For entry at the GS-11 level, status applicants must have served 52 weeks as a GS-09 or higher grade in the Federal Service.

For entry at the GS-12 level, status applicants must have served 52 weeks as a GS-11 or higher grade in the Federal Service.

Basic Requirements:

Applicants must demonstrate on their resume that they have IT-related experience demonstrating each of the four competencies listed below.

· Attention to Detail

· Customer Service

· Oral Communication

· Problem Solving

OR

Meet the education detailed in the qualification standards. (AT THE GS-11 GRADE LEVEL ONLY)

Specialized Experience:

For the GS-11, you must have at least one year of specialized experience equivalent in level of difficulty and responsibility to the GS-09 grade level in the Federal service, or comparable in difficulty and responsibility to GS-09 if outside the Federal service, is required.

Specialized experience at the GS-11 grade level is defined as experience with customer support concepts and methods to include a work history in an Information Technology (IT) Service Desk/Help Desk/Call Center environment. Experience in evaluating customer support requirements and providing incident management support to include incident detection, recording, classification and assignment. Experience in utilization of automation tools to monitor customer batch schedules and making knowledgeable decisions based on established procedures/methods.

For the GS-12, you must have at least one year of specialized experience equivalent in level of difficulty and responsibility to the GS-11 grade level in the Federal service, or comparable in difficulty and responsibility to GS-11 if outside the Federal service, is required.

Specialized experience at the GS-12 grade level is defined as experience in providing technical guidance; acting as a technical authority in a Service Desk/Help Desk environment; and providing training to fellow team members. Experience in compiling regular and ad hoc metrics and reports using various techniques and tools.

In addition to meeting the specialized experience requirements, qualified applicants must also possess the quality of experience as it relates to how closely or to what extent an applicant's background, recency of experience, education, and training are relevant to the duties and responsibilities of the announced position. Candidates must clearly demonstrate the possession of knowledge, skills and abilities, or competencies necessary to successfully perform the work of the position at the appropriate level to be qualified for the position. Applicants must describe how their experience meets the competencies within the body of the resume. No separate statements addressing KSA's or competencies are required.

Competencies:

Knowledge of call center/help desk operations.
Skill in the application of customer support concepts.
Ability to monitor applications using standard tools and processes for identification of IT system issues.
Knowledge of information technology security/information assurance policies, principles and practices in the delivery of customer support services.
Ability to effectively communicate technical information both orally, and in writing.

Qualification and time-in-grade requirements must be met within 30 days after the closing date of this announcement.

SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE AT THE GS-11 GRADE LEVEL: Three full years of progressively higher level graduate education or Ph.D. or equivalent doctoral degree.

There is no substitution of education for the specialized experience requirement at the GS-12 grade level.

If you are using education to qualify for this position you will need to submit your transcripts with your application. Failure to provide transcripts, or a determination that you do not possess the education requirement, will result in objection to your qualifications, and removal from consideration in accordance with competitive examining procedures.

Background or Security Investigation:

The individual selected will be subject to a pre-employment drug screening and an investigation in conjunction with granting of a security clearance prior to appointment. Selectee must be able to obtain and maintain a Top Secret Level ADP-I clearance. For more information about receiving and maintaining a security clearance, please click here.

HOW YOU WILL BE EVALUATED:

Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the knowledge, skills, and abilities required for this position. If, after reviewing your resume 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. Errors or omissions may affect your rating.

BENEFITS:

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These benefits generally apply if you are selected for a permanent or term appointment:

· The Federal Employees Health Benefits (FEHB) Program has many plans to choose from, all at very reasonable rates, which can be paid from pre-tax income.

· The Federal Employees Retirement System (FERS) is one of the premier retirement programs in the Nation. The program features three components: a retirement pension; the Thrift Savings Plan (TSP, an employee controlled investment program); and social security.

· Federal Employee Group Life Insurance (FEGLI) offers numerous life insurance policy options covering federal employees and dependents.

· For more benefits information please visit: http://www.disa.mil/careers/benefits.html

OTHER INFORMATION:

· You must be a U.S. Citizen to qualify for this position.

· TDY Travel: OCCASIONAL

· A one year probationary or trial period may be required.

· Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.

· Management has the prerogative to select at either grade level.

· This recruitment provides promotion opportunity to target position without further competition when selectee is eligible and recommended by management. However promotion is not guaranteed and no promise of a promotion is implied.

· We may use this announcement to fill additional vacancies within 90 days of the closing date.

· Moving costs will NOT be paid--however--moving costs must be paid if a DISA employee is selected for the position.

· Recruitment, relocation, or retention incentives are NOT authorized.

· Salary plus Cost of Living Allowance (COLA) is authorized. This rate is subject to change without notice.

· This position has been designated as "Mission Essential." Incumbent will be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.

· Employee is subject to recall or call back during off-shift hours, 7 days a week, 24 hours a day, if required by upper management.

· Shift work required.

· For more information on veterans' preference click here.

· Males born after 12-31-59 must be registered or exempt from Selective Service (to verify your registration status click here).

· The Department of Defense (DoD) policy on employment of annuitants issued March 18, 2004 will be used in determining eligibility of annuitants. It is applicable to former Federal civilian employees receiving a retirement annuity from the Civil Service Retirement and Disability Fund that are hired within the DoD on or after November 24, 2003. The policy also applies to annuitants (appointed in DoD on/or after November 24, 2003) who move from one position to another within DoD through voluntary reassignment, promotion, change to lower grade or transfer between military departments. To view this policy please click here.

· This position is subject to the limitations imposed by the DOD Priority Placement Program.

· For more information regarding qualifications requirements please click here.

· You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or eligibility.

HOW TO APPLY:

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To apply for this position, you must provide a complete Application Package which includes:

1. Your Resume

NOTE: Your resume must include the following information for each job listed:

Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week)
2. A complete Assessment Questionnaire
3. Other required supporting documents: (SEE BELOW FOR MORE INFORMATION ON REQUIRED SUPPORTING DOCUMENTS)

To begin the process, click the Apply Online button at the bottom of this screen to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the assessment questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

Note: To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account, select My Applications, and click on the more information link under the application status for this position.

To fax supporting documents you are unable to upload, complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID 757265. Fax your documents to 1-478-757-3144.

If you cannot apply online:

1. Click the following link to view and print the assessment questionnaire View Occupational Questionnaire.
2. Print this 1203FX form to provide your response to the assessment questionnaire http://www.opm.gov./forms/pdf_fill/OPM1203fx.pdf.
3. PLEASE NOTE: In Section 25 of the Occupational Questionnaire, you may notice that the numbering restarts with number one. When entering your responses on the 1203-FX form please continue to enter your responses on the next available number within this section. The numbers on the 1203-FX will not match the Occupational Questionnaire once it restarts with number one. This issue has been identified and will be resolved as soon as possible.

4. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.

REQUIRED DOCUMENTS:

FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT.

1. Transcripts (If applicable) - This position has positive education requirements; you must submit all of your transcripts. The absence of this information will result in an ineligible rating.

2. SF-50 (If applicable) - Notification of Personnel Action for current or former federal employees- with the exception of current permanent DISA employees, please provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis.

3. Veterans Preference Documentation (If applicable):

· For Five Point Veterans Preference: DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military.

· For Ten Point Veterans Preference: DD-214 (Member Copy 4) and Standard Form 15 (Application for 10-Point Veterans Preference) with documentary proof as required on the SF-15. Click here for a copy of the SF-15. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later.

4. Military Spouse Preference (if applicable) Copy of spousal travel orders providing eligibility.

Your complete Application Package (containing the above required documents) must be received no later than 11:59 pm Eastern Time on Tuesday, October 09, 2012.

FAILURE TO SUBMIT A COMPLETED APPLICATION PACKAGE INCLUDING ANY REQUIRED DOCUMENTATION BY THE CLOSE OF THE ANNOUNCEMENT WILL RESULT IN AN INELIGIBLE RATING AND/OR A LOSS OF CONSIDERATION.

NOTE: It is the applicant's responsibility to verify that information and documents entered, uploaded, or faxed are received, legible, and accurate.

AGENCY CONTACT INFO:

Michael Herald

Agency Information:
DFAS Defense Information Systems Agency DFAS DISA
Defense Finance and Accounting Service
8899 East 56th Street
Indianapolis, IN
46249

WHAT TO EXPECT NEXT:

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. Based upon your score, you may be referred to the hiring official. If your name is referred to the hiring official, you may be contacted directly by that office for a possible interview.

You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed (generally 4-6 weeks).

For any further questions please contact:

Michael Herald
Phone: (317)212-0815
Email: MICHAEL.HERALD@DFAS.MIL

SALARY RANGE:

OPEN PERIOD:

SERIES & GRADE:

POSITION INFORMATION:

PROMOTION POTENTIAL:

DUTY LOCATIONS:

WHO MAY BE CONSIDERED:

JOB SUMMARY:

KEY REQUIREMENTS

DUTIES:

QUALIFICATIONS REQUIRED:

HOW YOU WILL BE EVALUATED:

BENEFITS:

OTHER INFORMATION:

HOW TO APPLY:

REQUIRED DOCUMENTS:

AGENCY CONTACT INFO:

WHAT TO EXPECT NEXT:

Agency Information:

Questions about this job:

Job Announcement Number:

Control Number:

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