Lead Information Technology Specialist (Customer Support)

Major Duties

• Serves as the Team Leader and senior desktop technician of the Customer Support Division team, consisting of civilian and military personnel.
• Provides technical expertise for maintaining the end user desktop environment to include hardware, software and applications as well as all related technical issues for the United States Army Network Enterprise Center Seoul Airbase (USANEC­Seoul AB).
• Leads a team engaged in end user customer support which focuses on troubleshooting and resolving hardware and software problems that have been escalated.
• Ensures that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services.
• Articulates and communicates to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
• Leads the team in: identifying, distributing and balancing workload and tasks among employees in accordance with established workflow, skill level and/or occupational specialization.
• Researches, learns and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyzes and improves team effectiveness, efficiency and work products.
• Provides technical expertise for end user desktop environment customer support. Uses approved tools and techniques to troubleshoot and resolve end user hardware and software.
• Monitors status of Help Desk tickets and adds pertinent information into the Help Desk ticket system, to include all the steps leading to resolution.
• Assists with computer configuration, troubleshooting software, troubleshooting hardware and network connectivity issues.
• Diagnoses and analyzes hardware and software problems for resolution and applies appropriate security measures consistent with approved security standards.

Qualifications/ Specialized Experience

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 Army Cyber Excepted Service (CES) Employee Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee Current Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) Positions Current Department of Army Civilian Employees Current Department of Army Civilian Employees Applying to OCONUS Positions Current DoD Cyber Excepted Service (CES) Employee (non-Army) Current Permanent DoD Civilian Employee (non-Army) Applying to Cyber Excepted Service Positions Non-Department of Defense (DoD) Transfer Applying to Cyber Excepted Service Positions This position is in the Professional Work Category at the Full Performance Work Level within the CES Occupational Structure. 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. Additional information about transcripts is in this document. To qualify based on your experience, your resume must describe one year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience would be demonstrated by: Assisting with implementing Information technology policies and concepts (e.g., applications, operating systems, network systems, communications, protocols and equipment) to provide advice and assistance to customers; leading technical troubleshooting recovering, adjusting, modifying, and improving IT systems to provide support that minimizes interruptions in customer's ability to carry out the unit's mission. 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. Current DoD Employees: If a current permanent CES employee, you shall be granted administrative return rights. If not a current permanent CES employee, you may be granted administrative return rights if agreed to by your CONUS organization. In accordance with DoD CES Personnel System Implementation Guidance for Overseas Rotations and Administrative Return Rights, employees must be able to satisfy the rotation requirement and tour limitations in DoD Instruction 1400.25 Volume 1230.