Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. The primary purpose of this position is: to perform a wide range of (IT) Information Technology services for network/customer support and provide training and leadership to an (IT) Customer Support team. Responsibilities Administers KTTE LAN/WAN and a broad spectrum of complex IT equipment, LAN/WAN, analog/digital ground communications and training systems. Provides customer support, assistance, training, and orientation as IT Customer Support Team Lead. Analyzes and resolves problems and trends. Uses, maintains, and manages Test Measurement and Diagnostic Equipment, (TMDE), soldering/micro soldering equipment and fiber optic repair/install kits. Requirements Conditions of Employment Qualifications In order to qualify, you must meet the requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Information Technology (IT) Management Series, GS-2210 (Alternate A). https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/2200/information-technology-it-management-series-2210-alternative-a/ SPECIALIZED EXPERIENCE: Must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail, Customer Service, Oral Communication, and Problem Solving AND one year of specialized experience at the next lower grade GS-09 (or equivalent in other pay systems) which includes; Utilizing IT network systems design principles, methodologies, and approaches used in planning, developing, testing, installing, operating, administering, and maintaining network services that support functional requirements. Ensures the organization's network architecture, topology, and protocols sufficient to plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures. OR Education Ph.D or equivalent doctoral degree OR 3 full years of progressively higher level graduate education leading to such a Ph.D. or equivalent doctoral 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. FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-09 level is required to meet the time-in-grade requirements for the GS-11 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements. KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: 1. Knowledge of network support/systems administration for LAN/WAN and systems principles and practices sufficient to install, configure, and troubleshoot IT components. Knowledge of concepts and techniques required to assist in the planning, operation, and maintenance of LAN/WAN including the installation and implementation of security software and other enhancements. 2. Knowledge of customer support principals, methods, and procedures for documenting problem resolutions, and providing guidance and training to customers. Ability to establish, maintain and improve interpersonal relationships/communication in order to function as a technical team lead. 3. Knowledge of computers and computer network operations, installation, upgrades, troubleshooting, service and sustainment. The ability to use flow charts, manufacturer manuals, and online guidance to support repair and maintain computer hardware, to include server systems, laptops, desktops, switches, routers, computer peripherals, and various other support devices. Knowledge of multiple operating systems to include windows, windows server, and Linux. 4. Knowledge of the procedures and techniques necessary to collect, gather, synthesize, and draw conclusions regarding trend analysis and apply continuous process improvement principles. Knowledge of an IT Service Management Suite such as REMEDY and Integrated Management Data System (IMDS). 5. Skill in the use of TMDE and other IT support equipment such as computer controlled automated test equipment (ATE), oscilloscopes, pulse and signal generators, distortion and waveform analyzers, digital data generators, digital voltmeters, frequency generators, soldering irons/micro soldering units, LAN/WAN test sets, fiber optic repair/install kits, and RFID equipment. 6. Ability to utilize and communicate factual and procedural information clearly, both orally and in writing to train and lead an IT Network/Customer Support Team to include: The skill and ability to train team members on IT network support/systems administration, customer support principals, methods, procedures, and use of TMDE and other IT support equipment. Prepares user manual or instructions for assigned applications. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education IF USING EDUCATION TO QUALIFY: If position has a positive degree requirement or education forms the basis for qualifications, you MUST submit transcripts with the application. Official transcripts are not required at the time of application; however, if position has a positive degree requirement, qualifying based on education alone or in combination with experience, transcripts must be verified prior to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Additional Information Interagency Career Transition Assistance Program (ICTAP): For information on how to apply as an ICTAP eligible click here. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated well qualified or above for this position. You must submit a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting position, grade level, and duty location. Employed Annuitants (Reemployed Annuitants): Applicants in receipt of an annuity based on civilian employment in the Federal Service are subject to the DoD Policy on The Employment of Annuitants. Click here for more information. 120-Day Register: This announcement may result in a 120-day register that may be used to fill like vacancies for 120 days after the closing date. Applicants may be referred for consideration as vacancies occur. Military Spouse Preference (MSP) Eligible: MSP applicants, if determined best qualified, must be selected and placed at the highest grade for which they applied. You must include a completed copy of the DD Form 3145-4, Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for MSP. Click here to obtain/download a copy of the DD Form 3145-4, Military Spouse PPP Self-Certification Checklist. Priority Placement Program (PPP) Applicant Eligible: PPP Applicants, if determined well qualified and selected, will be placed at the at the full performance level. You must include the applicable completed copy of the PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility as a PPP Applicant. Click here to obtain/download a copy of the applicable PPP Self-Certification Checklist (DD3145-1 through DD3145-4, select the appropriate checklist for your claimed preference). To determine the applicable PPP Self-Certification Checklist required to substantiate the eligibilities you are claiming, refer to the AF Civilian Employment Eligibility Guide located in the Required Documents section of this vacancy announcement. Direct Deposit: All federal employees are required to have direct deposit. Disabled veteran leave is available to a Federal employee hired on/after 5 Nov 2016, who is a veteran with a service-connected disability rating of 30% or more. For more information, click here. If you have questions regarding this announcement and have hearing or speech difficulties click here.