IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

You will serve as a Information Technology Specialist (Customer Support) in the 3D Network Battalion of U S MARINE FORCES CYBERSPACE COMMAND, This position is a DoD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 U.S.C.

1599f. This position is in the excepted service and does not confer competitive status ***ACCESS TO MEDICAL AND DENTAL CARE IN JAPAN IS EXTREMELY LIMITED.

Please see Additional Information section below.*** You are required to have information technology (IT) related experience in the federal service or private or public sector demonstrating the following four competencies, as defined: 1.

Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

IT-related experience demonstrating this competency include processing, monitoring, and reporting on IT and telecommunications service requests. 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 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.

IT related experience demonstrating this competency include performing routine and recurring tasks in providing technical support to customers who need assistance utilizing client-level hardware and software.

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, and responds appropriately.

IT-related experience demonstrating this competency include receiving, responding to, and ensuring the resolution of well-precedented customer requests for assistance. 4.

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

IT-related experience demonstrating this competency include monitoring network and systems performance and troubleshoots minor problems.

In addition to your experience demonstrating the four competencies above, you are required to have directly applicable experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position.

Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies or knowledge, skills and abilities necessary to successfully perform the duties of the position.

Such experience is typically in or directly relates to the work of the position to be filled.

Qualifying experience would be demonstrated by having knowledge and expertise in managing Information Technology and Telecommunications Services and equipment, making recommendations for changes that enhances services provided, and maintaining effective communication with customers.

This position is within the Work Category TECHNICIAN/ADMINSTRATIVE SUPPORT at Work Level SENIOR, GG-2210-11.

Additional qualification information can be found from the following Department of Defense website: https://dodcio.defense.gov/Cyber-Workforce/CES.aspx Additional information continued: ICTAP Applicants: To be considered well-qualified and exercise selection priority as an ICTAP candidate, displaced Federal employees must satisfy all qualification requirements for the position and receive a rating in the highly qualified category (score 85) or higher.

ICTAP candidates must provide copies of all of the following documentation at the time of application: 1) agency notice; 2) most recent performance appraisal; and 3) most recent SF-50 or notification of personnel action that includes position, grade level, and duty location.

Applicants who do not provide this documentation will not receive consideration as an ICTAP candidate.

For more information about ICTAP eligibility please review the following link: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/federal-employees/career-transition/ Military Spouse Preference applicants will be placed at the highest grade for which they have applied and are determined Best Qualified (BQ).

A BQ military spouse possesses knowledge, skills, abilities, and competencies comparable to others who meet the competitive referral criteria for the specific position PPP applicants will be placed at the FPL, if determined Well Qualified (WQ).

To receive priority consideration, the FPL must be the same grade level or equivalent of the retained grade or the grade held immediately prior to separation.

Military Spouse and Family Members may apply 30 days before their anticipated arrival date. However, they will not receive preference until arrival at the foreign location.

Additional documentation may be required prior to granting preference Military spouses and family members who are appointed may not extend longer than 2 months following the transfer of the sponsor from the commuting area of the foreign duty station; 2 months beyond the separation of the appointee's sponsor, or any time beyond the time employee ceases to be a family member.

Initial consideration for this announcement is limited to the number of applications listed at the top of this announcement.

All applications received on the day the application limit is reached will be accepted and processed. Major Duties:

• You will design, transition and operate IT systems.
• You will facilitate customer input for the design of current and future services.
• You will ensure customer service requests are aligned with DoD and local policy.
• You will participate in meetings and working groups to provide service delivery advice and make recommendations.
• You will provide training and implementation assistance to customers, IT service management and IT service providers.