IT SPECIALIST (Customer Support/Application Software)

US Department of the Army - Winchester, VA

Full-time | Part-time
Duties
Summary
This is a Direct Hire Solicitation for Cyber Workforce Positions.

About the Position: Primary duties take place in a fast-paced office environment in a assigned cubicle. Will work independently and with a team of Information Technology Specialists. Temporary duty travel to the districts OCONUS offices and CONUS training/conference locations is expected.

Responsibilities
Provide complex IT support services in two specialty areas including customer support and Computer-Aided Design and Drafting (CADD) manager.
Participate in accomplishing technical, analytical and advisory functions pertinent to the development of local policies, plans, and processes and ensuring that work accomplished is in compliance with higher authority policies and guidelines.
Ensure the rigorous application of information security/information assurance policies, principles, and practices in the accomplishment of work in all specialties.
Prepare SOPs, draft regulations, and other documentation required for proper management of the CADD system including manual activities which interface with automated systems.
Provide demonstrations of the capabilities of the CADD system.
Travel Required
50% or less - You may be expected to travel up to 50% for this position.

Supervisory status
No

Promotion Potential
None

Job family (Series)
2210 Information Technology Management

Similar jobs
Computer And Information Systems Managers
Computer Security Specialists
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Information Technology Specialist (It Specialist)
Requirements

Requirements
Conditions of Employment
Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
This position requires the incumbent to obtain and maintain the appropriate Information Assurance certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program, within 6 months of entry onto duty.
This position requires a pre-employment and annual physical.
May require heavy lifting up to 40 pounds.
This position is a non-combat essential position.
This position requires providing 24x7 on call IT support.
This position may require scheduled work hours that include rotating shifts, evenings, weekends and holidays.
See additional Conditions of Employment in Additional Information section.
Qualifications
Who May Apply: US 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 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 IT SPECIALIST (Customer Support/Application Software):

Specialized and Other Experience: One year of specialized experience which includes installing, supporting, or troubleshooting Computer-Aided Design and Drafting (CADD) software such as Bentley ProjectWise, Bentley MicroStation, AutoCAD, or GIS Mapping; installing, supporting, or troubleshooting Windows or Microsoft Office suite software; applying system security updates or patches; and installing, supporting, or troubleshooting computer hardware. 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 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.

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.

Education
This job does not have an education qualification requirement.

Additional information
This position is covered by the Alcohol and Drug Abuse Prevention and Control Program. The incumbent is required to sign a DA Form 5019 (Condition of Employment for Certain Positions Identified as Critical Under the Drug Abuse Testing Program) and must pass urinalysis testing, as required prior to appointment and periodically thereafter.
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.
Two year trial/probationary period may be required.
Direct Deposit of Pay is required.
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 Technology Management position.
Multiple positions may be filled from this announcement.
Salary includes applicable locality pay or Local Market Supplement.
Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM's Career Transition Resources website.
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.
Advanced in-hire MAY be authorized for highly qualified candidates.
See additional Conditions of Employment in Required Documents section.

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
Top Secret

Drug test required
Yes

Position sensitivity and risk
Critical-Sensitive (CS)/High Risk

Trust determination process
National security

Required Documents

Required Documents
The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist (External).

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
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.

ADDITIONAL CONDITIONS OF EMPLOYMENT:
WHILE ON TDY: Work may entail extended work shift of 12-16 hours a day. Generally, indoor work location has power, water, heating, and air conditioning, although outages should be expected. Lack of sleep may occur due to long work hours and uncomfortable living conditions. Employee will report symptoms of stress and fatigue to the on-site supervisor. Living conditions range from having all basic amenities; light, power, water, refrigeration, to not having one or more of these amenities. Employees who need to store refrigerated medication shall prior to departure from the primary duty station, inform the local EOC so availability of refrigeration at the work site can be determined. Environmental conditions at work locations may range from excessive heat and humidity to extreme cold and rainy. Some locations require that the employee be able to maintain stable mobility in sandy and unstable terrain. Although some work is sedentary, work conditions such as ergonomic issues related to lifting and carrying, seating, or video display terminals; repetitive motion injury from using computers, and the like may be expected.

EMERGENCY ESSENTIAL STATEMENT: This position may be considered essential to support the Army's mobilization and wartime mission during periods of increasing tension or mobilization. It is considered emergency essential because (1) no qualified and immediate replacement exists and (2) having the position vacant would (a) impair the effective operation of essential military support systems or (b) adversely impact the combat or peacekeeping mission of deployed forces. Failure of the incumbent to remain in this position may result in separation for the efficiency of the Federal Service (Chapter 75, Title 5, USC; FPM Ch. 752. In addition, DA civilians who occupy emergency essential positions overseas must sign a statement of understanding including that as a requirement of the position, they will remain in the event of hostilities or mobilization until relieved by proper authority. E-E employees may be required to undergo nuclear biological and chemical training and to participate in readiness tests, mobilization, alerts, and field training.
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. Learn 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.