Summary This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain DoD Personnel to recruit and appoint qualified candidates to positions in the competitive service. Your resume will not be reviewed for qualifications until a selection is made. Veterans and Military Spouses will be considered along with all other candidates. Responsibilities Serves as an Information Technology (IT) Specialist (CUSTSPT) for the Allied Special Operations Forces Command (SOFCOM), Office of the Chief Information Officer. Incumbent is responsible for the planning and delivery of the SOFCOM Mobile Device Program. Incumbent is responsible for customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. Manages Mobile Device Program inventory, assignment, configuration, and maintenance of mobile devices (e.g., smartphones, tablets) for all authorized users. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier I technical support at the Service Desk. Requirements Conditions of Employment Qualifications Who May Apply: US Citizens In order to qualify, you must meet the specialized experience 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. Specialized experience: GS: 9: One year of specialized experience at the GS-07 or equivalent performing the following duties: Perform as a customer support technician assisting users in office automation systems. Provide technical expertise and troubleshooting to a variety of desktop systems, devices, and online tools. Utilize training materials and sessions for end-users and staff on automation tools and security practices. GS-11: One year of specialized experience at the GS-09 or equivalent performing the following duties: Perform as a customer support technician assisting users in office automation systems. Provide technical expertise and troubleshooting to a variety of desktop systems, devices, and online tools. Utilize training materials and sessions for end-users and staff on automation tools and security practices. Analyze data and enhance end-user experience based on knowledge of a wide range of automation systems. Provide end user desktop environment and telephone customer support. Use approved tools and techniques to provide touch-labor and/or remotely troubleshoot and resolve end user hardware and software problems. My specialized experience includes, or was supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: 1) Attention to Detail: Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing work independently that rarely requires editing or review by others; (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. Examples of IT-related experience demonstrating this competency include: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise; (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. Examples of IT-related experience demonstrating this competency include: expressing facts and ideas in a clear, concise, convincing, and organized manner; clearly conveying moderately complex ideas, concepts, and information to customers; exhibiting active listening by demonstrating understanding of audience comments and/or questions; and (4) Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives; recognizing and taking action to address non-routine problems; soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions; seeking supervisory review where appropriate. Time-in-Grade requirement: Applicants who are current Federal employees 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 for the GS-09 level and GS-09 for the GS-11 level). Education Some federal jobs allow you to substitute your education for the required experience in order to qualify. GS-09: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position. GS-11: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position. Only degrees from an 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, U.S. Department of Education website at -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: http://www.ed.gov/about/offices/list/ous/international/ Additional Information Direct deposit of pay is required. U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Locality pay does not apply in the overseas area. If an employee brings a child to an overseas location and that child is entitled to attend a DoD school on a space-required basis in accordance with DoDEA Regulation 1342.13, the DoDEA and the Military Department responsible for providing related services will ensure that the child, if eligible for special education, receives a free appropriate public education, including related services pursuant to DoDI 1342.12 and DoDM 1342.12. If an employee brings an infant or toddler (up to 3 years of age) to an overseas location, and that infant or toddler, but for the child's age, is entitled to attend the DoDEA on a space-required basis in accordance with DoDEA Regulation 1342.13, then the Military Department responsible for EIS will provide the infant or toddler with the required EIS in accordance with the eligibility criteria consistent with DoDI 1342.12 and DoDM 1342.12. Employees (and family members) who require medical or dental care in the overseas location will be responsible for obtaining and paying for such care. Access for civilian employees and their families to military medical and dental treatment facilities is on a space-available and reimbursable basis only. Medical and dental care may be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location. Pay retention may be offered to selected applicants for positions at overseas locations. Pay retention will not be offered as an incentive for employees moving between overseas positions. Selectees may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc. Selectees will have their eligibility for foreign area benefits determined at the time of hire in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 1250. For positions in a foreign country, that country's laws or international agreements may have a direct impact on the ability of an employee's same sex domestic partner or spouse to accompany the employee and receive certain benefits. If you believe you may be affected by these laws and agreements, you should familiarize yourself with relevant information and direct questions concerning a specific country (Foreign Duty Location) to the appropriate Army Human Resources point of contact prior to the acceptance of employment and your entrance on duty. This is a(n) CP 34 (Information Technology) Career Field position. The initial length of this overseas tour is 36 months. Defense National Relocation Program be authorized. Multiple positions may be filled from this announcement. When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction/ for more information. Payment of Permanent Change of Station (PCS) costs is authorized, subject to the provisions of the Joint Travel Regulations.