Information Technology Specialist (Systems Administration/Customer Support)

Summary

About the Position: Incumbent will provide support to the Range Control by planning, developing, configuring, and maintaining its automation, communication, and information management systems. The role provides customer service for hardware, software, networks, and specialized Range Control systems. It also performs information management responsibilities required by policy and duties unique to Range Control operations.

Duties

• Diagnose and resolve complex IT interface issues.
• Maintain the life-cycle of automation and communication tools.
• Maintain organizational data, including mission applications, and serve as liaison for troubleshooting automation equipment and system failures.
• Coordinate IT service requirements such as establishing service levels, service requests, and cost justification and planning, funding, and resource needs
• Develop work plans and materials such as network service logic, flow charts, summary of analysis, and recommendations to support mission execution.
• Provide support to the organization in the compliance with security and anti-terrorism program requirements, annual trainings and security protocols.
• Ensure compliance with Information Assurance policies and procedures.
• Maintain accountability of network IT assets, radios, and specialized systems.
• Collaborate across work units to achieve operational goals.
• Deliver end-to-end support to organizational users in need of assistance with Information Technology automation systems.

Qualifications

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 Applying on Time-Limited Assignments 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. Specialized Experience and Other Experience: One year of specialized experience which includes: Managing the life cycle of automation systems, to include diagnosis and resolution of a variety of malfunctions; Coordinating network service requirements; Providing end-to-end assistance to network users; Coordinating required organizational training; Ensuring compliance with safety and security programs. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). 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) Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations. (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 po…

Education

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.