Summary You will serve as an Information Technology Specialist (Customer Support) in the BUREAU OF MEDICINE AND SURGERY. This announcement uses the Expansion of Direct Hire Authority Personnel of the Department of Defense to recruit and appoint qualified candidates to certain positions in the competitive service. Responsibilities You will be responsible for the management, and oversight of the Secret Internet Protocol Router Network (SIPRNet) service delivery. You will use an established SharePoint site and integrated ticketing system. You will identify, understand, troubleshoot, and resolve a broad array of IT issues and problems. You will adjust or create new standard operating procedures (SOPS) internal for customer services resolution. You will communicate technology needs and requirements to end users providing update of ongoing upgrades/installation requirements. You will administer accounts, network rights, and access to systems and equipment. You will provide end users tiered level customer support by coordinating software, hardware, network, and security issue resolution. You will define and develop IT project scope, objectives, milestones, and deliverables. Requirements Conditions of Employment Qualifications Position is designated a Cyber IT/Cybersecurity Workforce position in specialty area Technical Support Specialist (411). Applicants must have 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 relates to the work of the position to be filled by demonstrating each of the four competencies listed below: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. IT-related experience demonstrating this competency include: Monitoring and evaluating information technology system requirements to ensure compliance with IT security requirements. 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. IT-related experience demonstrating this competency include: Working closely with customer officials to ensure seamless information technology system implementation. 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. IT-related experience demonstrating this competency include: Providing advice and guidance to customers and presenting formal and informal training to technical and non-technical personnel on IT procedures and processes. 4.Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. IT-related experience demonstrating this competency include: Identifying and resolving customer reported information technology incidents. *In addition to the experience demonstrating the four competencies above: Your resume must demonstrate at least one year of specialized experience at or equivalent to the (GS-09) grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: Experience communicating directly with customers to provide IT assistance, including troubleshooting, root cause analysis, and issue resolution of complex issues. Experience with a wide variety of IT infrastructure, hardware, applications, operating systems, and protocols. Experience implementing and managing support systems and networks. Experience performing project management principles and practices to effectively plan IT projects, objectives, milestones, and deliverables. Additional qualification information can be found from the following Office of Personnel Management web site: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/gs-2210-information-technology-management-series/ Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. Education In lieu of specialized experience, you may qualify with the following education or combination of both education and experience: Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree 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. GS-11 Ph.D. or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a degree OR LL.M., if related A transcript must be submitted with your application if qualifying using education. See Required Documents for additional information. Additional Information Certain incentives (such as Recruitment, Relocation or Student Loan Repayment) may be authorized to eligible selectees. A relocation incentive is generally a single payment intended to offset some of the relocation costs experienced by the selectee. A relocation incentive may be authorized. This position is covered by the Department of Defense Priority Placement Program. Additional vacancies may be filled by this announcement. A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments. Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf Veteran's preference does not apply when selecting individuals under the specific hiring authority addressed in the Summary section of this announcement. However, if you claim veteran's preference, you will be required to submit supporting documentation with your application as described in the Required Documents section below. During the application process you will have the option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.