IT Specialist (Customer Support)

Summary

This position is part of the Department of War (DoW), Missile Defense Agency (MDA). The incumbent will be responsible for: ncumbent serves as the on-site representative for the Agency's CIO.

Duties

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Acq Demo Business and Technical Management to recruit and appoint qualified candidates to positions in the competitive service. As a IT Specialist (Customer Support) at the NH-2210-4 broadband level, some of your typical work assignments may include: Serves as Unified Communications lead that provides management and oversight of the fielding of sustainable, timely, cost-effective and reliable and complainant UC systems and services. Serves as SME for critical services that include (VTC, video distribution, collaboration, cable infrastructure, mobile, and wired telephony) in support of Classified and Unclassified mission support requirements. Develops strategies/briefings that are easy to understand, execute and support mission execution. Collaborate with senior leaders to address complex issues/problems that cross the MDA. Provides expert advice to management, customers and colleagues on difficult problems; conducts special studies; provide contract oversight, proposes options and alternatives to support decision making. Serves as JWICS PM and provides comprehensive oversight and project management for multiple, concurrent JWICS enterprise initiatives, ensuring successful end-to-end delivery, integration, and alignment with mission requirements.

Qualifications

You may qualify at the NH -04 Broadband Level, if you fulfill the following qualifications: A. One year of specialized experience equivalent to the NH-03/GS13 grade level in the Federal service as listed below and must meet 3 out of the 4 specialized experience listed below to be qualified: Experience proficient in the deployment and utilization of Unified Communications systems and infrastructures. Experience with Unified Communications information technology, principles, concepts and policies. Experience with contracting, budget, project and customer relations management processes and procedures. Experience with JWICS service delivery processes. 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. In addition to meeting qualifications, your application package must reflect the applicable experience to meet the Individual Occupational Requirements for the 2210, series as listed below: 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. Grade 12 and Above (GS or Equivalent) For positions at the GS-12, GS-13, GS-14, or GS-15 grade levels, applicants may qualify by meeting or exceeding the minimum proficiency level established for each of the required competencies, in addition to meeting the specialized experience requirement as demonstrated through the assessment of skills identified through the agency job analysis. There may be instances where applicants do not fully meet the competency requirements outlined in this standard but are nonetheless demonstrably well qualified to perform the work. Agencies should exercise judgment in applying these standards, as they have flexibility to qualify an applicant with a deficit in one area if that deficit is offset by strengths in other areas identified through the job analysis. Any rationale for such deviations must be thoroughly documented. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 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. Decision Making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change. Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations 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. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.