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Summary About the Position: The incumbent will serve as an IT Specialist (Customer Support) in The Army University, CGSC, Academic and Technology Support Division. At the GS-7 level, duties performed will be those of the full performance level, however, performance will be closely supervised and training provided. Position may be filled at either grade level, promotion to full performance level upon satisfying the specialized experience and time-in-grade requirements. Responsibilities This list of duties is not all-inclusive. Duties performed at the GS-7 level will be closely supervised. Troubleshoot system software and hardware problems, and/or maintain liaison with vendor service representatives on system failures. Monitor system and/or databases to ensure maintenance of technical accuracy and efficiency. Utilize knowledge to balance user requirements for available resources and/or organizational goals. Develop strategic plans for software utilization and functional implementation plans relative to applicable systems integration. Use government supplied helpdesk software to annotate, track, and/or report completion of requests from users for technical assistance on all automated data processing devices. Requirements Conditions of Employment Qualifications 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. 30 Percent or More Disabled Veterans Current Department of Army Civilian Employees Current Department of Defense (DOD) Civilian Employee (non-Army) Defense Civilian Intelligence Personnel System (DCIPS) Interchange Agreement Executive Order (E.O.) 12721 Interagency Career Transition Assistance Plan Military Spouses, under Executive Order (E.O.) 13473 Non-Appropriated Fund Instrumentality (NAFI) Non-Department of Defense (DoD) Transfer People with Disabilities, Schedule A Priority Placement Program, DoD Military Spouse Preference (MSP) Eligible Reinstatement Veterans Recruitment Appointment (VRA) In order to qualify, you must meet the experience and/or education 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 (Required for both GS-7 and GS-9): IT Competencies: for this occupational series there are competency requirements in addition to specialized experience and/or education that applicants must possess in order to be minimally qualified. The competencies below must also be demonstrated in your resume. 1. Attention to Detail: Review data from multiple sources and determine relevant information to a given situation. Draft, edit and disseminate written reports and status updates that are factual, timely and relatively error free. 2. Customer Service: Develop and maintain relationships with customers with diverse needs. Provide technical information about products and services. Assess the needs of customers and identify or tailor products and/or services to meet their needs. 3. Oral Communication: Communicate, explain or defend ideas or information clearly. Listen to others and recognize potential miscommunications. 4. Problem Solving: Use logic to identify alternatives to solve technical problems. Identify and solve problems by gathering and applying information from a variety of materials or sources that provide several alternatives. Minimum Qualifications for GS-07: Specialized Experience: One year of specialized experience which includes: 1) assisting, developing, and completing assignments in the maintenance of software and hardware problems; 2) serving as a liaison in IT automation issues, documenting and recommending solutions. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05). -OR- Education Option for GS-07: One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level education from an accredited or pre-accredited institution 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. (Note: You MUST attach a copy of your transcripts.) -OR- Superior Academic Achievement: Successful completion of all the requirements for a bachelor's degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, bachelor's degree from an accredited or pre-accredited institution 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. Superior Academic Achievement is based on: (1) Class Standing - You must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership Minimum Qualifications for GS-09: Specialized Experience: One year of specialized experience which includes performing the following duties: 1)experience installing, configuring, operation of automated systems, databases, and software; 2) experience troubleshooting software and hardware problems, annotating reports in automated data processing devices; 3) experience implementing, interpreting, designing, automated systems, developing operating procedures; and 4) experience with a variety of office automation software. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). -OR- Education Option for GS-09: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, two full years of graduate education from an accredited or pre-accredited institution 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. (Note: You MUST attach a copy of your transcripts.) -OR- Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify. (Note: You MUST attach a copy of your transcripts.) Education NOTE: If you feel you qualify based on the substitution of education for experience or a combination of education and experience, you MUST submit copies of ALL your transcripts or you will be rated as ineligible. Only degrees/education from a regionally accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements or to substitute education for experience. For additional information, please go to the Office of Personnel Management (OPM) and U.S. Department of Education websites at - http://www.opm.gov/qualifications and http://www.ed.gov/admins/finaid/accred/index.html. FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Time in Grade Requirement for GS-7: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-05). Time in Grade Requirement for GS-9: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07). Please see the specific instructions regarding supporting documentation for Time in Grade requirements in the REQUIRED DOCUMENTS section, below. NOTE: Applicants must meet all Time-in-Grade requirements and experience requirements within 30 days of the closing date of the announcement. Current Federal employees applying under VEOA are subject to time-in-grade restrictions like any other GS employee. Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration. You will be required to provide proof of U.S. Citizenship. One year trial/probationary period may be required. Direct deposit of pay is required. This position is eligible for situational telework only, based on management's discretion. Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet. This is an Information Technology/Cyber Management Career Field position. Multiple positions may be filled from this announcement. Salary includes applicable locality pay or Local Market Supplement. This is a non bargaining unit position. Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest. Recruitment/Relocation Incentives are not authorized, based on the determination they are not in the Government interest. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire