Description:
Click on "Learn more about this agency" button below for IMPORTANT additional information.The primary purpose of this position is to Serve as specialist to total force work center providing Tier 1 Information Technology (IT) Service Desk services to NASIC. The incumbent monitors and improves the team's service delivery and adherence to Service Level Agreements (SLAs), evaluates contractual performance, solicits and incorporates customer feedback into operational processes.
Requirements:
This is a GG-13 position in the Defense Civilian Intelligence Personnel System (DCIPS). The GG-13 duties for the "Professional" work category are at the "Senior" work level and are equivalent to those at the GS-13 level. The selectee's salary will be set within the 13 grade equivalent to a GS/GG grade based on the selectee's qualifications in relation to the job.
In order to qualify, you must meet the experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Information Technology (IT) Management
*** Salary ranges includes local market supplements ***
EXPERIENCE REQUIRED: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate.
For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
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.
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.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
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EXPERIENCE REQUIRED: Your resume must reflect quality level experience which demonstrates the possession of the knowledge, skills, abilities and competencies necessary for successful job performance required for this position. Quality experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Examples of creditable experience include knowledge (such as would be acquired through a pertinent baccalaureate educational program or its equivalent in experience, training, or independent study) of basic principles, concepts, and methods of a professional or administrative occupation and skill in applying this knowledge in carrying out assignments.
Note: Creditable experience may include previous military experience, experience gained in the private sector, or experience gained in another government agency.
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. Extensive knowledge of ITIL best-practices, especially in areas of Service Desk, Incident Management, Problem Management, Business Relationship Management, Service Catalog Management, Transition Planning and Support, and Service Request Management.
2. Extensive knowledge of and experience with customer service principles; methods and procedures for documenting problem resolutions and providing guidance and training to customers; and IT Service Desk ticketing systems.
3. Extensive knowledge and experience associated with designing and implementing a robust continuous process improvement program that accounts for knowledge gap identification, development of instructional fixes, standard operating procedure (SOP) creation/updates, and conducting difference training to employees on a routine basis.
4. Ability to build IT service management plans for enterprise architectures and frameworks including knowledge of topology, protocols, components, principles, and strategies for integrating the organization's goals and objectives into the architecture.
5. Experience in evaluating and reporting on contractual performance to ensure that services rendered are in compliance with the terms of the contract is highly desired.
CONDITIONS OF EMPLOYMENT CONTINUED:
- Cyberspace Qualification is a condition of employment. This position includes Cyberspace work as a paramount duty requirement. Per DoDM 8140.03, para 4.2.a.(2)., requires foundational qualification requirements within 9 months of assignment to a cyberspace work role and resident qualification requirements within 12 months of assignment to a cyberspace work role. A waiver of these requirements may be granted per DoDM 8140.03. Failure to receive the proper Cyberspace Qualification may result in removal from this position.
- Drug Testing: This position has been designated by the Air Force as a Testing Designated Position (TDP) under the Air Force Civilian Drug Demand Reduction Program. Employee must pass initial and periodic short notice drug testing. Illegal drug use by employees in sensitive positions presents a clear threat to the mission of the Air Force, national security, and public safety.
- Position is designated special-sensitive and requires eligibility for access to Sensitive Compartmented Information (SCI), other intelligence-related Special Sensitive information, or involvement in Top Secret Special Access Programs (SAP) to fully perform the duties and responsibilities of the position. A nondisclosure agreement must be signed.
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.