Lead Information Technology Specialist (Customer Support)

Summary

About the Position: This position is located at Peachtree City, Georgia with the Department of War Education Activity's Information Technology Division, Global Operations Branch. The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA). This position is obligated. This is a Direct Hire Solicitation.

Duties

• Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas.
• Obtain high-level requirements associated with a request.
• Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees.
• Find ways to improve production or increase the quality of the work directed.
• Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements.
• Analyze and coordinate customer requests that enable the identification and delivery of IT services.
• Evaluate the feasibility of adapting new methods to enhance customer satisfaction.
• Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone.

Qualifications

Who May Apply: U.S. 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. Specialized Experience: One year of specialized experience which includes: Training staff members in usage and access procedures. Developing policy and process for information technology services to support a geographically diverse customer or client base. Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software. Conducting analysis of information technology service delivery performance metrics and reporting on findings. Providing customer support and guidance to management and staff on information technology issues. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). 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) in IT operations in large complex environments such as spanning multiple countries and working with remote technicians 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.

Education

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 How You Will Be Evaluated

This is a Direct Hire Solicitation for a Cyber Workforce Position. Your resume will not be reviewed for qualifications until a selection is made. If, after reviewing your resume and/or supporting documentation, and a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Once the announcement has closed, a review of your resume package(resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. 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. Other Information

This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time. Selection is subject to restrictions resulting from Department of War referral system for displaced employees. Salary includes applicable locality pay or Local Market Supplement. Multiple positions may be filled from this announcement. Be advised that effective Jan. 1 2018, under the Tax Cuts and Jobs Act, most civilian employee relocation allowances became taxable. The Relocation Income Tax Allowance (RITA) reimburses eligible employees for the additional Federal, State, and local income taxes incurred as a result of receiving taxable travel income. RITA does not apply to new government employees or employees returning from an overseas assignment for the purpose of separation from Government service. For more information, visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction.html. Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify David Walton [email protected] This position is not covered by a bargaining unit. 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.