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Summary This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command. **This Job Opportunity Announcement is using an additional online assessment tool to evaluate applicants. Please review the HOW YOU WILL BE EVALUATED, REQUIRED DOCUMENTS, HOW TO APPLY and NEXT STEP sections below for instructions. Responsibilities Duties may vary based on organization and work role of the position selected for but may include the following: Serves as a technical analyst and primary customer liaison with responsibility for resolving difficult customer problems involving integration or configuration issues of a wide variety of applications, and desktop configurations Provides technical advice and assistance to include troubleshooting, diagnosing, and resolving customer application problems in response to reported or observed incidents and ensures critical business activities are carried out. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements for new or modified systems and services based upon an analysis of business needs and practices. Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database. Applies information security/information assurance policies, principles, and practices in the delivery of customer services. Coordinates, executes, implements, and maintains the installation and operation of customer application systems. Develops specifications for user instruction manuals based upon customer needs. Develops and manages customer performance requirements and customer support policies and procedures. Serves as the technical analyst and resolves the complete range of problems within the scope of the activity operations and refers operational problems requiring specialized expertise to the appropriate technical expert. Requirements Conditions of Employment Qualifications Positions will be filled as vacancies occur. The Full Performance Level (FPL) may be either GG-07, GG-09, GG-11, or GG-12 and is determined based on the position being filled. Management has the discretion to select candidates at grade levels below the FPL and promotions are not guaranteed. In order to qualify for this position, you must meet the requirements described below. Basic Requirements Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. For vacancies below the full-performance level of the position, the basic requirement will be evaluated on a developmental basis. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process. GS-07 through GS-11 Attention to Detail- experience reviewing my own information technology-related work or data to ensure accuracy, completeness, and consistency with standards. My work or the data that I produce is typically reviewed by my supervisor or another colleague. Customer Service- experience having brief contact with customers to provide information about available information technology products and services and providing customers with standard products or routine services to address information technology needs. Oral Communication- experience informing my supervisor and other IT staff of the status of information technology systems, projects, or daily operations, including the status of information technology systems, projects, or daily operations, including the communication of basic technical information to a non-technical audience. Problem Solving- identifying or selecting from a number of alternatives to address routine information technology-related issues by gathering and applying information from standard sources that provide a limited number of solutions. GS-12 Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards. Customer Service- experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs. Oral Communication- briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience. Problem Solving- identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions. Qualifying Experience: To qualify your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service. For the GG-07 position, qualifying experience is defined as: Experience assisting and researching customer desktop issues. For the GG-09 position, qualifying experience is defined as: Experience assisting, troubleshooting, documenting customer inquiries, and/or providing technical advice and assistance to customers. For the GG-11 position, qualifying experience is defined as: Experience troubleshooting computer problems in a manner that minimizes interruptions. For the GG-12 position, qualifying experience is defined as: Experience resolving customer problems with system integration, research, evaluation of configuration issues with applications and/or desktop configurations. Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after submitting application. Education GG-07 Substitution of Education for Experience: One full year of graduate level education in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or superior academic achievement (SAA) with a 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, may be substituted to meet the specialized experience requirement. GG-9 Substitution of Education for Experience: Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a Master's degree or equivalent graduate 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. GG-11 Substitution of Education for Experience: Qualifying Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to 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. There is no substitution of education for the qualifying experience at the GG-12 grade level. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education. Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by the National Association of Credential Evaluation Services at the time of application. National Association of Credential Evaluation Services. Additional Information Correct Job Announcement #: CES-LTA-12405936-24CM (Vacancy #: 12405936) If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment. This appointment does not confer eligibility to be non-competitively converted to an appointment in the competitive service. Some selected positions may result in an eligibility to receive the Targeted Local Market Supplement (TLMS) which is dependent upon the DoD Cyber Workforce Framework (DCWF) work role assigned to the position occupied. Actual TLMS salary to be determined at time of selection. Positions will be filled as vacancies occur. The Full Performance Level (FPL) may be either GG-07, GG-09, GG-11, GG-12 and is determined based on the position being filled. Management has the discretion to select candidates at grade levels below the FPL and promotions are not guaranteed. A three-year trial period may be required if you have not previously completed a trial or probationary period in the excepted or competitive service. Telework availability will be based upon supervisory determination. We may use this announcement to fill additional vacancies within 90 days of the closing date. Moving costs MAY be paid. Recruitment, relocation, or retention incentives MAY be authorized. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here. 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 PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only. For more information on the Cyber Excepted Service Personnel System, click here. For more information on veterans' preference click here. Males born after 12-31-59 must be registered or exempt from Selective Service (to verify your registration status click here). For more information regarding qualifications requirements please click here. All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance.