Information Technology Specialist (Customer Support)
Company Name:
Department of Defense
United States Citizens Term NTE 1 Year,1 Day Full Time Civilian employees serve a vital role in supporting the Army mission. They provide the skills that are not readily available in the military, but crucial to support military operations. The Army integrates the talents and skills of its military and civilian members to form a Total Army.
About the Position: The Watervliet Arsenal is an Army-owned and-operated manufacturing center located in New York. It is the oldest, continuously active arsenal in the United States having begun operations in 1813. Today it is relied upon by U.S. and foreign militaries to produce the most advanced, high-powered weaponry for cannon, howitzer, and mortar systems. The Arsenal is the only location in the DoD that has a weapons research facility (Ben t Laboratories) collocated with a manufacturing facility (Arsenal).
Who May Apply: U.S. Citizens & Interagency Career Transition Assistance Program (ICTAP) eligibles.
Serve as an Information Technology Specialist providing Information Technology (IT) desktop hardware and software support to customers. Receive telephone and online work order requests for services. Coordinate and assist in the utilization and operation of Information Technology desktop assets. Troubleshoot Army standard hardware and software systems.
Install new hardware and software, versions and updates; adapt, configure and test computer software, hardware and/or user systems for effective integration of software systems such as Windows operating systems. Troubleshoot, diagnose and resolve problems in response to customer reported incidents.
Install, configure, troubleshoot, and maintain hardware and software, ensuring rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Assist functional users in resolving technical computer problems and malfunctions. Monitors status of computer systems to identify and solve potential problems before they become acute.
Instruct users on proper use of software systems, compose and distribute memos, user guidelines, procedural information and tips to improve usage of workstations. Update Information Management portals and plan and coordinate monthly Information Management briefings.
In order to qualify, you must meet the education and/or experience requirements described below. 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.
Experience required:
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. Experience does not require IT related education or IT related experience upon entry.
To qualify at the GS-05 level , based on your experience, your resume must describe experience which demonstrated each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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, or 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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
To qualify at the GS-07 level , based on your experience, your resume must describe experience which demonstrated each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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, or 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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
-AND-
At least one year of specialized experience equivalent to the GS-05 grade level in the Federal Service which provided:
1. Knowledge of IT principles, concepts and methods; 2. Experience in customer service and support methods to participate in the planning and delivery of a range of services to users; 3. Knowledge of conventional types of computer software and hardware in order to troubleshoot problems and to evaluate need for and alternatives for upgrades; and 4. Experience in testing and analyzing computer malfunctions to resolve physical operating problems.
You will be evaluated on the basis of your level of competency, knowledge, skills, and abilities in the following areas:
Customer/User Support
Knowledge of ADP Techniques
Communication Skills
Ability to Install, Upgrade and Troubleshoot IT Systems
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:
For the GS-05 level :
A Bachelor's Degree from an accredited college or university in any field. ( NOTE : A copy of transcripts MUST be submitted at the time of application.)
For the GS-07 level :
1 full year of graduate level education from an accredited institution which demonstrated the competencies/knowledge, skills, and abilities necessary to do the work of the position; OR possess Superior Academic Achievement (SAA). ( NOTE : A copy of transcripts MUST be submitted at the time of application.)
Superior Academic Achievement is obtained through: (1) Class standing - being in the upper third of the graduating class in the college, university, or major subdivision based on completed courses; (2) Grade-point average - (a) having a grade-point average of 3.0 or higher out of a possible 4.0 as recorded on the official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final two years of the curriculum; or (b) having a grade point average of 3.5 or higher out of a possible 4.0 based on the average of the required courses completed in the major field or the required courses in the major field completed during the final two years of the curriculum; or (3) Election to membership in a national scholastic honor society.
Other Requirements: Clickhere for expanded definitions.
Personnel security investigation is required.
One year trial/probationary period may be required.
Direct Deposit of Pay is required.
Noncompetitive promotion potential to target grade.
May require overtime.
Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
Payment of Permanent Change of Station (PCS) costs is not authorized.
Salary includes applicable locality pay or Local Market Supplement.
Only degrees from an accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements or to substitute education for experience. For additional information, please go to the Office of Personnel Management (OPM) and U.S. Department of Education websites at - and .
Foreign education must be evaluated for U.S. equivalency in order to be considered for this position. Please include this information in your resume.
If selected and qualified based on education, official college or university transcript must be submitted.
Secret security clearance is required for this position.
You will be required to provide proof of U.S. Citizenship.
This position requires incumbent to obtain and maintain required certifications IAW DoD 8570-01-M within 6 months of appointment.
This is a Term position. Term positions may be extended up to a total of four years.
Your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Basis for Rating : Qualified candidates will be assigned to one of three quality categories: Best Qualified, Highly Qualified and Qualified. Veteran preference eligibles are listed ahead of non-preference eligibles within each quality category.
Best Qualified. Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for the announced position.
Highly Qualified. Candidates in this category possess good skills and experience above the minimum requirements for the announced position.
Qualified. Candidates in this category meet the minimum experience requirements for the announced position.
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. See Interagency Career Transition Assistance Program (ICTAP) for more information. Additional information about the program is on OPM's Career Transition Resources website.
To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) onMonday, December 01, 2014 to receive consideration.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click the Submit My Answers button to submit your application package.
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log intoyour USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log intoyour USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete .
It is your responsibility to verify that information entered, uploaded, or faxed (i.e., resume) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan. Faxed documents must be completely transmitted by 11:59p.m. Eastern Standard Time on the closing date of the announcement.
The Department of the Army provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the servicing civilian personnel unit. Your requests for reasonable accommodation will be addressed on a case-by-case basis.
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 theApplicant 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.
Your resume :
Your resume may be submitted in any format.
If you submit more than one copy of your resume, only the most recent version will be reviewed. The latest timestamp will be used to determine which version of your resume is most recent. It is your responsibility to check the status and timestamp of all documents you submit as part of your application.
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 will be marked as incomplete and you will not receive consideration for this position.
If you are relying on your education to meet qualification requirements : You MUST submit a copy of your transcript if you want to substitute your education for experience. If you claim qualifications based on education, and do not submit a transcript, your education will not be used in making a qualification determination and you may be found not qualified. See:Transcripts and Licenses
If you are unable to apply online or unable to upload your supporting documents follow the directions located at:Faxing Applications and Documents The Vacancy ID is1252270. You will need the questionnaire,View Occupational Questionnaire, to complete your faxed application
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 provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position.
If you are determined to be ineligible or not qualified, your application will receive no further consideration.
The documents you submit must support your responses to the online questionnaire. If your application contradicts or does not support your questionnaire responses, you will receive a rating of not qualified or incomplete application and you will not receive further consideration for this job.
The Department of Defense offers an excellent benefits program. In addition to your take-home pay, your comprehensive compensation/benefits package will include most of the benefits described inthe USAJOBS Resource Center.
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 Annuitantinformation sheet.
You may claim military spouse preference, see the information in the Military Spouse Preference Under Delegated Examining Proceduresinformation sheet.Estimated Salary: $20 to $28 per hour based on qualifications.
Department of Defense
United States Citizens Term NTE 1 Year,1 Day Full Time Civilian employees serve a vital role in supporting the Army mission. They provide the skills that are not readily available in the military, but crucial to support military operations. The Army integrates the talents and skills of its military and civilian members to form a Total Army.
About the Position: The Watervliet Arsenal is an Army-owned and-operated manufacturing center located in New York. It is the oldest, continuously active arsenal in the United States having begun operations in 1813. Today it is relied upon by U.S. and foreign militaries to produce the most advanced, high-powered weaponry for cannon, howitzer, and mortar systems. The Arsenal is the only location in the DoD that has a weapons research facility (Ben t Laboratories) collocated with a manufacturing facility (Arsenal).
Who May Apply: U.S. Citizens & Interagency Career Transition Assistance Program (ICTAP) eligibles.
Serve as an Information Technology Specialist providing Information Technology (IT) desktop hardware and software support to customers. Receive telephone and online work order requests for services. Coordinate and assist in the utilization and operation of Information Technology desktop assets. Troubleshoot Army standard hardware and software systems.
Install new hardware and software, versions and updates; adapt, configure and test computer software, hardware and/or user systems for effective integration of software systems such as Windows operating systems. Troubleshoot, diagnose and resolve problems in response to customer reported incidents.
Install, configure, troubleshoot, and maintain hardware and software, ensuring rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Assist functional users in resolving technical computer problems and malfunctions. Monitors status of computer systems to identify and solve potential problems before they become acute.
Instruct users on proper use of software systems, compose and distribute memos, user guidelines, procedural information and tips to improve usage of workstations. Update Information Management portals and plan and coordinate monthly Information Management briefings.
In order to qualify, you must meet the education and/or experience requirements described below. 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.
Experience required:
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. Experience does not require IT related education or IT related experience upon entry.
To qualify at the GS-05 level , based on your experience, your resume must describe experience which demonstrated each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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, or 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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
To qualify at the GS-07 level , based on your experience, your resume must describe experience which demonstrated each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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, or 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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
-AND-
At least one year of specialized experience equivalent to the GS-05 grade level in the Federal Service which provided:
1. Knowledge of IT principles, concepts and methods; 2. Experience in customer service and support methods to participate in the planning and delivery of a range of services to users; 3. Knowledge of conventional types of computer software and hardware in order to troubleshoot problems and to evaluate need for and alternatives for upgrades; and 4. Experience in testing and analyzing computer malfunctions to resolve physical operating problems.
You will be evaluated on the basis of your level of competency, knowledge, skills, and abilities in the following areas:
Customer/User Support
Knowledge of ADP Techniques
Communication Skills
Ability to Install, Upgrade and Troubleshoot IT Systems
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:
For the GS-05 level :
A Bachelor's Degree from an accredited college or university in any field. ( NOTE : A copy of transcripts MUST be submitted at the time of application.)
For the GS-07 level :
1 full year of graduate level education from an accredited institution which demonstrated the competencies/knowledge, skills, and abilities necessary to do the work of the position; OR possess Superior Academic Achievement (SAA). ( NOTE : A copy of transcripts MUST be submitted at the time of application.)
Superior Academic Achievement is obtained through: (1) Class standing - being in the upper third of the graduating class in the college, university, or major subdivision based on completed courses; (2) Grade-point average - (a) having a grade-point average of 3.0 or higher out of a possible 4.0 as recorded on the official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final two years of the curriculum; or (b) having a grade point average of 3.5 or higher out of a possible 4.0 based on the average of the required courses completed in the major field or the required courses in the major field completed during the final two years of the curriculum; or (3) Election to membership in a national scholastic honor society.
Other Requirements: Clickhere for expanded definitions.
Personnel security investigation is required.
One year trial/probationary period may be required.
Direct Deposit of Pay is required.
Noncompetitive promotion potential to target grade.
May require overtime.
Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
Payment of Permanent Change of Station (PCS) costs is not authorized.
Salary includes applicable locality pay or Local Market Supplement.
Only degrees from an accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements or to substitute education for experience. For additional information, please go to the Office of Personnel Management (OPM) and U.S. Department of Education websites at - and .
Foreign education must be evaluated for U.S. equivalency in order to be considered for this position. Please include this information in your resume.
If selected and qualified based on education, official college or university transcript must be submitted.
Secret security clearance is required for this position.
You will be required to provide proof of U.S. Citizenship.
This position requires incumbent to obtain and maintain required certifications IAW DoD 8570-01-M within 6 months of appointment.
This is a Term position. Term positions may be extended up to a total of four years.
Your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Basis for Rating : Qualified candidates will be assigned to one of three quality categories: Best Qualified, Highly Qualified and Qualified. Veteran preference eligibles are listed ahead of non-preference eligibles within each quality category.
Best Qualified. Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for the announced position.
Highly Qualified. Candidates in this category possess good skills and experience above the minimum requirements for the announced position.
Qualified. Candidates in this category meet the minimum experience requirements for the announced position.
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. See Interagency Career Transition Assistance Program (ICTAP) for more information. Additional information about the program is on OPM's Career Transition Resources website.
To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) onMonday, December 01, 2014 to receive consideration.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click the Submit My Answers button to submit your application package.
It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log intoyour USAJOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log intoyour USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete .
It is your responsibility to verify that information entered, uploaded, or faxed (i.e., resume) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan. Faxed documents must be completely transmitted by 11:59p.m. Eastern Standard Time on the closing date of the announcement.
The Department of the Army provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the servicing civilian personnel unit. Your requests for reasonable accommodation will be addressed on a case-by-case basis.
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 theApplicant 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.
Your resume :
Your resume may be submitted in any format.
If you submit more than one copy of your resume, only the most recent version will be reviewed. The latest timestamp will be used to determine which version of your resume is most recent. It is your responsibility to check the status and timestamp of all documents you submit as part of your application.
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 will be marked as incomplete and you will not receive consideration for this position.
If you are relying on your education to meet qualification requirements : You MUST submit a copy of your transcript if you want to substitute your education for experience. If you claim qualifications based on education, and do not submit a transcript, your education will not be used in making a qualification determination and you may be found not qualified. See:Transcripts and Licenses
If you are unable to apply online or unable to upload your supporting documents follow the directions located at:Faxing Applications and Documents The Vacancy ID is1252270. You will need the questionnaire,View Occupational Questionnaire, to complete your faxed application
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 provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position.
If you are determined to be ineligible or not qualified, your application will receive no further consideration.
The documents you submit must support your responses to the online questionnaire. If your application contradicts or does not support your questionnaire responses, you will receive a rating of not qualified or incomplete application and you will not receive further consideration for this job.
The Department of Defense offers an excellent benefits program. In addition to your take-home pay, your comprehensive compensation/benefits package will include most of the benefits described inthe USAJOBS Resource Center.
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 Annuitantinformation sheet.
You may claim military spouse preference, see the information in the Military Spouse Preference Under Delegated Examining Proceduresinformation sheet.Estimated Salary: $20 to $28 per hour based on qualifications.
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