IT Specialist (Customer Support) Job at US Department of the Army – 4.3 in Fort Snelling, MN
About the Position: This position is located at: The United States Accessions Command, 3rd Brigade, United States Army Recruiting Battalion – Minneapolis, Administration Division, Fort Snelling, Minnesota.
Description of the working environment: Work is performed in an office setting.
Respond to user request for computer, equipment, and/or maintenance services.
Install and configure new computer systems to comply with regulations.
Develop and maintain information technology standards, procedures, and regulatory guidance for staff members to maintain consistency in operations.
Identify IT requirements for current and future use in the organization.
Diagnose computer hardware, software, or system malfunctions to improve IT systems.
Provide customer support and training.
Maintain accountability for equipment.
Occasional travel – The business travel requirement is 35%.
Job family (Series)
2210 Information Technology Management
Computer Network Support Specialists
Computer Support Specialists
Computer User Support Specialists
Information Technology Specialist (It Specialist)
Specialists, Computer Network Support
Specialists, Computer User Support
Conditions of Employment
Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
Must be able to obtain and retain A + IT Certification.
This position requires certification in accordance with DoD Publication 8570.01-M, Information Assurance Workforce Improvement Program.
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.
Current Department of Army Civilian Employees
Interagency Career Transition Assistance Plan
Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible
In order to qualify, you must meet the education and/or 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):
Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks.
Experience: IT-related experience demonstrating each of the four competencies listed below:
(1) Attention to Detail – Verifies user profiles are built correctly. Maintains current awareness of technology trends and ensures technology processes are implemented correctly.
(2) Customer Service – Provides technical customer support in various forms to users and trains customers in the use of computer applications. Works customer trouble tickets and documents support. Creates Standard Operating Procedures (SOPs) for users and customers.
(3) Oral Communication – Notifies users of expired training. Clearly explains Standard Operating Procedures (SOPs) and notifies supervisors when users are non-compliant with procedures.
(4) Problem Solving – Troubleshoots hardware and software problems with users’ computers. Troubleshoots network connections problems and remote Virtual Private Network (VPN) connection problems. Configures emails and accessing websites for computer users.
Additional Requirement for IT Specialist (Customer Support):
Specialized Experience: One year of specialized experience which includes work that involves receiving, reviewing, and resolving computer/IT related problems; troubleshooting automated systems or hardware to diagnose malfunctions; providing training and technical assistance to employees on hardware and software; manage user accounts for the organization. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-09).
You will be evaluated on the basis of your level of competency in the following areas:
Information Technology Customer Support
Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).
FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
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/Cyber Management position.
You may claim military spouse preference (MSP).
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.
Position may be filled as a temporary promotion, temporary reassignment, or temporary change to lower grade NTE 1 year by a current permanent Army employee. Temporary promotions, reassignments, or change to lower grades may be extended up to a maximum of five years, and may be made permanent without further competition.
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.
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.
Background checks and security clearance
Drug test required
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.
Time-in-grade documentation: If you are applying for a higher grade and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one year time-in-grade requirement so you will need to provide an SF-50 which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-grade Grade/Range Increases, and SF-50s with an effective date more than one year old).
This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript 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.
Review our benefits
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a “surplus” or “displaced” employee.
Federal employees – Competitive service
Current or former competitive service federal employees.
Clarification from the agency
See “Who May Apply” in the “Qualifications” section for more information on who is eligible to apply for this position.
Company: US Department of the Army – 4.3
Company Location: Fort Snelling, MN