Lead Information Technology Specialist (Customer Support)

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service.

About the Position: The HQ, US MEPCOM, North Chicago, IL, is a jointly staffed command, staffed by representatives of all branches of the Armed Forces and through its 66 military processing locations determines if applicants are qualified for enlistment based on standards set by each of the service.

Qualifications:

**Telework eligible position - Position has an official duty location of North Chicago, IL and is eligible for Situational Telework at the discretion of the Command. This position is NOT eligible for remote work (remote duty location). If telework is approved, selectees will be required to report to their official duty location as outlined in their telework agreement.**

This is an open continuous announcement, meaning that several vacancies may be filled throughout the announcement period or name will be pulled this vacancy is filled. As applicants apply, a pool of candidates is generated. Once a vacancy occurs, candidates will be reviewed and referred to the hiring manager for consideration. The first cutoff date is 24 September 2023. Additional cutoffs will occur as vacancies are identified or upon request of management or until position(s) are filled.

Who May Apply: US Citizens

In order to qualify, you must meet the experience and/or education 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 Lead Information Technology Specialist (Customer Support):

Specialized and Other Experience: One year of specialized experience which includes: Troubleshooting Information Technology (IT) software and/or hardware to determine appropriate corrective actions to be taken; Installing IT hardware and/or software to meet organizational technological requirements; Conducting maintenance of information technology assets such as networks, databases, operating systems, software, and applications to ensure optimal operation. 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 work independently that rarely requires editing or review 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 simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.

(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: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions.

(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: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate.

OR

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:

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.