Information Technology Specialist (Customer Support)

Department of War Education Activity • Fort Knox, KY

1d • Onsite

About The Position

This is a term position, not to exceed 36 months, within the Department of War Education Activity (DoDEA) Information Technology Division’s Global Operations Branch at Fort Knox, Kentucky. The position is obligated and may be extended to six years; extensions beyond six years must be processed in one-year increments, up to a maximum of eight years total. The position cannot be converted to permanent without further competition. The selected employee must acknowledge the obligation and accept that they may be displaced under reduction-in-force procedures. This is a Direct Hire Solicitation.

The position provides customer support for information technology services. The specialist reviews incident trends, troubleshoots hardware and software, manages helpdesk tickets, maintains application software and web services, and tests software deployment packages and operating system images.

The incumbent must obtain and maintain a secret security clearance and meet DoD 8140 qualification requirements, including completing Foundational Qualifications within nine months of appointment and Residential Qualification requirements within 12 months. A Tier 3 investigation is required. The position requires one year of specialized experience; education cannot substitute for that experience. The employee may be required to sign a transportation agreement and may serve a one-year probationary period.

Requirements

• U.S. citizenship.
• One year of specialized experience providing immediate response and resolution to IT tickets, analyzing IT helpdesk tickets for escalation, diagnosing hardware or software problems, and briefing senior leadership with project and challenge updates.
• IT-related experience or training demonstrating attention to detail, customer service, oral communication, and problem-solving competencies.
• Experience must be used to meet the qualification requirement; education cannot substitute for experience.
• Obtain and maintain a secret security clearance.
• Complete DoD 8140 Foundational Qualifications within nine months of appointment and Residential Qualification requirements within 12 months.
• Satisfy a Tier 3 investigation and suitability/fitness determination.
• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
• Provide proof of U.S. citizenship and use direct deposit of pay.
• Sign a transportation agreement if required.
• The selected employee must sign an agreement acknowledging the position’s obligated status and possible displacement under reduction-in-force procedures.

Responsibilities

• Analyze incident request trends and patterns to identify opportunities to improve services.
• Analyze, document, and plan additions, upgrades, or configurations to ensure proper application software and web services.
• Analyze hardware and software problems and perform on-the-spot repairs or replacements, or refer issues for other repairs.
• Remove, reinstall, or reconfigure desktop software or web services to correct issues.
• Monitor the helpdesk system for newly submitted tickets, document them, and update existing tickets through complete resolution.
• Test new software deployment packages and operating system images, and provide feedback or solutions.
• Provide immediate responses and resolutions to information technology tickets.
• Analyze helpdesk tickets and determine whether they should be escalated.
• Brief senior leadership and provide status updates on projects and challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed