Information Technology Specialist (Customer Support)

Major Duties

• Serves as Lead Information Technology (IT) Expert, and principle point of contact for the Korea Regional Network Enterprise Center Enterprise Systems Division, Customer Support Branch.
• Independently plans, directs, and coordinates a wide variety of Information Management and Technology assignments, studies, projects, and related technical concerns of the Division Chief and the services
• Provides guidance, training, and supervision to subordinate personnel on technical matters in direct support of the Commander United Nations Command/Combined Forces Command/United States Forces, Korea in the Republic of Korea.
• Work involves analytical ability, judgment, discretion, and knowledge of substantial administrative program principles, concepts, policies, and objectives in order to develop major Information Technology plans and programs.
• Reviews latest automation and network technologies to ensure resources are used effectively and efficiently to meet requirements and increase productivity.
• Makes procedural and operational changes to increase the effectiveness of Information Technology (IT) services. Coordinates major procedural changes with the Deputy Director, Division Chief and for Local Network Enterprise Center Directors.
• Provides authoritative advice, guidance, and assistance to functional area supervisor and operating personnel on plans, concepts, and principals of Information Technology (IT).
• Provides technical advice to management officials and operating personnel within the branch on current technology, policy, and its impact on current and long-range programs.
• Serves or represents the Division Chief, participating in conferences and committees on matters pertaining to computer requirements, application, and techniques.
• Requires advanced troubleshooting and analytical expertise in scripting, Active Directory, Windows Group Policy and Security Content Automation Protocol scanning in order to monitor and evaluate systems' compliance with security requirements.

Qualifications/ Specialized Experience

CYBER EXCEPTED SERVICE POSITIONS ARE NOT SUBJECT TO THE TWO-PAGE RESUME LIMIT. YOUR FULL RESUME WILL NEED TO BE UPLOADED TO YOUR USAJOBS PROFILE USING THE DOCUMENT TYPE "OTHER DOCUMENTS". 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 Civilian Employees of the Organization Applying to Cyber Excepted Service (CES) Positions Organization is defined as current, permanent ARCYBER/NETCOM employees only. 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. Basic Requirement for Information Technology Specialist (Customer Support) Specialized and Othe Experience Requirement: Applicant must have one year of 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 related to the work of the position to be filled. Qualifying experience would be demonstrated by troubleshooting complex hardware, software, and network issues to resolve customer-reported technical incidents; engineering alternative system approaches to solve organizational automation problems based on user requirements; and implementing strict cybersecurity standards and operational policies to ensure full system compliance and efficiency. 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) 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.