IT Specialist (CUSTSPT)

Job Title: IT Specialist (CUSTSPT)
Department: Department Of Defense
Agency: Washington Headquarters Services
Job Announcement Number: WHS-10-350662

SALARY RANGE:
$89,033.00 - $115,742.00 /year
OPEN PERIOD:
Tuesday, August 10, 2010 to Tuesday, August 24, 2010
SERIES & GRADE:
GS-2210-13
POSITION INFORMATION:
Full Time Career/Career Conditional
DUTY LOCATIONS:
1 vacancy - Alexandria, Arlington & Falls Church, VA
WHO MAY BE CONSIDERED:
US Citizens and Status Candidates


JOB SUMMARY:


DLA HUMAN RESOURCES CENTER

Department of Defense (DoD)



You should use this section as a checklist for your application package. Review each document with an “X” to see if it applies to you. Include the vacancy announcement number (WHS-10-350662) on all paperwork. A complete application package for this announcement must contain the following documents:

X Occupational Questionnaire (Online Questionnaire OR OPM Form 1203-FX) (ALL APPLICANTS MUST SUBMIT. INELIGIBLE WITHOUT THIS DOCUMENT.)
X Resume OR Optional Form 612 (ALL APPLICANTS MUST SUBMIT. INELIGIBLE WITHOUT THIS DOCUMENT.)
X DD214 (INELIGIBLE FOR VETERANS PREFERENCE IF DD214 IS NOT PROVIDED)
X SF-15 & Supporting Documentation (Only if claiming 10-Point Preference. Letters must be dated 1991 or later and have all required proof attached.)
X Military Spouse Entitlement Documentation (Only if claiming it.)
X ICTAP Entitlement Documentation (Only if claiming it.)
X SF-50 Notification of Personnel Action (Only if applying for a Merit Promotion authority)



KEY REQUIREMENTS:
Must be a U.S. citizen.
Use Print Preview (below) for a complete copy of this announcement.
Application materials must be received by 11:59PM EST on the closing date.
Permanent Change of Station (PCS) costs ARE NOT authorized.
This announcement is open to All US Citizens and Merit Promotion eligibles.


Back to top
Duties
Additional Duty Location Info:

1 vacancy - Alexandria, Arlington & Falls Church, VA


If you are applying through Merit Promotion procedures, the following information applies to you:

WHO MAY BE CONSIDERED: This announcement is open to: Current or Former Permanent Civilian Federal Employees, Displaced employees (Interagency Career Transition Assistance Plan - ICTAP eligible) within the Local Commuting Area and individuals eligible for the following Special Appointing Authorities approved by the Office of Personnel Management (OPM): Veterans with a disability rating of 30% or more, Veterans Employment Opportunities Act (VEOA) Eligible Veterans and Individuals with Disabilities. (Click on the links for more information regarding eligibility for these special appointment authorities: www.opm.gov/employ/veterans/html/vetguide.asp#6 or www.opm.gov/disability.)



(OUSD) The Office of the Secretary of Defense (OSD) is the principal staff element
of the Secretary of Defense in the exercise of policy development, planning,
resource management and program evaluation responsibilities. OSD includes
the offices of the Secretary and Deputy Secretary of Defense, Under
Secretaries of Defense, Deputy Chief Management Officer, Director of Defense
Research and Engineering, Assistant Secretaries of Defense, General Counsel,
Director of Operational Test and Evaluation, Assistants to the Secretary of
Defense and Director of Administration and Management.

Major Duties

This position is located in the Secretary of Defense Communications (SecDefComms) Office, OSD Network Directorate, Washington Headquarters Service (WHS). This position directly supports and is responsible for all end user devises (in garrison, at alternate sites, and deployed environments) for the Secretary of Defense, the Deputy Secretary of Defense, their immediate offices, and senior staff. This individual will serve in the chain of authority and succession line for the Director, Customer Support in his/her absence capacity.

The incumbent performs as the Operations Manager for the Customer Support Branch consisting of a 15 person team of contracted employees. Responsibilities include: Installation, operation and maintenance of the end user devices across three separate networks supporting approximately 800 seat; Ensuring customer needs are met for all trouble tickets and first line support; Charged with direct support and daily interaction with Senior DoD and Cabinet Level staff; Subject Matter Expert on all user hardware and software in the environment; Creating and updating Standard Operating Procedures for business processes affecting the Customer Support Team; Responsible creating, executing and monitoring Project Plan, following milestones and staying within budget and time constraints. The incumbent briefs senior government staff regarding VIP customer service issues, problems ands their resolutions and provides government oversight to contracts and contract work products.






Back to top
Qualifications and Evaluations
QUALIFICATIONS REQUIRED:

This position requires 1 year of specialized experience equivalent to the GS-12 level. Examples of specialized experience are: Applying customer support principles, methods, and practices among different IT disciplines, enterprise IT infastructure and project managment principles and methods sufficient to manage special projects that have a significant impact on the delivery of customer support services.

Specifically you will be evaluated on the following competencies:

1. Knowledge of the DoD and Cabinet Level Staff

2. Ability to troubleshoot and maintain customer hardware and software.

3. Ability to provide feedback on problematic trends and patterns in customer support requirements .

4. Skill in managing a team for highly visible Enterprise IT projects.

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




WORK SCHEDULE: Full Time
OVERTIME: Rarely
TRAVEL: Limited
DRUG TESTING: Required
(You must successfully pass a pre-employment drug test for this position. If you decline to take the drug test, it will be considered a declination for employment.)
SECURITY REQUIREMENTS: Noncritical-Sensitive

Other Notes:

Applicants selected from this announcement may be required to serve a one-year probationary period.

This position may be filled through means other than the competitive promotion process. This may include reassignments or repromotion of qualified eligibles.

This position is designated critical as defined in DoD 5200.2-R and therefore requires that a personnel security investigation be adjudicated for security eligibility on a pre-appointment basis. This requirement may take 120 days or longer to process.

If selected for Federal employment, you will be required to complete a "Declaration of Federal Employment," (OF-306), prior to being appointed to determine your suitability for Federal employment and to authorize a background check.

This position is subject to the DoD Drug Free Workplace Program. The selectee must test negative for the presence of illegal drugs before placement in the position, and will be subject to random drug testing thereafter. If a determination of the use of illegal drugs is confirmed in this position or other testing designated positions in OSD or WHS, non-selection or disciplinary action, up to and including removal from Federal service, may result. All tentative selectees for this position will be required to undergo a urinalysis test to screen for illegal drug use prior to appointment and periodically thereafter.
NOTE: Military service member's "Statement of Service" will be accepted up to 120 days prior to separation date IF a terminal leave form or DD214 cannot be provided. The "Statement of Service" must be signed by, or by direction of, the adjutant, personnel officer, or commander of your unit or higher headquarters and must indicate when your terminal leave will begin, your rank, dates of active duty service, the Type of Discharge and Character of Service (i.e. honorable).



HOW YOU WILL BE EVALUATED:

How You Will Be Evaluated for Delegated Examining:

ROUND 1: This is the self-evaluation done by the applicant. Ratings will be based on responses to occupational questions in this document. Please follow all instructions carefully. Errors or omissions may affect your score. Qualified candidates will be assigned a score between 70 and 100, not including points that may be assigned for veterans’ preference.

ROUND 2: This is the quality review of your experience based on the resume submitted to the Human Resources Office. If a determination is made that you have rated yourself higher than is supported by your description of experience and/or education, your rating may be dropped to 90, 80, 70, or ineligible. Points for veteran’s preference will then be added to the basic rating.

How You Will Be Evaluated for Merit Promotion:

Once the application process is complete, a review of your application will be made to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume and supporting documentation will be made and compared against your responses to the occupational questionnaire. The numeric rating you receive is based on your responses to the questionnaire. The score is a measure of the degree to which your background matches the knowledge, skills and abilities required of this position. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, your score can and will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your rating.

ICTAP:

IMPORTANT INFORMATION FOR SURPLUS OR DISPLACED FEDERAL EMPLOYEES (INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN – ICTAP)

Individuals who have special priority selection rights under the ICTAP must be well qualified to receive consideration (i.e. attain a rating for 85 points or higher, not including veterans’ preference points). ICTAP candidates MUST submit:
A copy of the agency reduction-in-force notice,
A copy of their most recent Performance Rating, and
A copy of their most recent SF-50 noting current or last position held, the grade level, and the location.
More information on this program can be found in Title 5 CFR 330, Subpart G. This announcement may be used to fill any number of vacancies, from few to many, during the next 90 days.

VETERANS’ PREFERENCE:

Documentation intended to establish preference must be received by 11:59PM EST on the closing date, which is on Tuesday, August 24, 2010. This includes DD214’s, SF-15’s (and the required supporting documentation listed on the back of the form). The Department of Veterans Affairs documentation must contain an overall rating, dated 1991 or later. The official documentation from a branch of the Armed Forces must certify to the present existence of the veteran’s service-connected disability. If applying on-line, please fax or mail this important documentation.

Information on veterans’ preference and other veteran entitlements can be found in the VetInfo Guide http://www.opm.gov/employ/veterans/html/getsinfo.asp

MILITARY SPOUSE PREFERENCE:

If claiming Military Spouse Preference, mail or fax the following required documentation by the closing date of the announcement.

Copy of the sponsor’s permanent change of station orders showing the spouse as an authorized dependent;
Date of marriage to the military sponsor;
Statement that the spouse preference is requested for this vacancy and has not previously been used to obtain a position in the commuting area.
Information can be obtained from the following website: http://www.hr.dla.mil/downloads/onjams/military_spouse_preference_info_sheet.pdf or http://edocket.access.gpo.gov/2009/pdf/E9-19340.pdf.

SELECTIVE SERVICE:

MALE APPLICANTS BORN AFTER 12/31/1959 must certify prior to job offer that they have registered with the Selective Service System, or are exempt from having to do so under Selective Service law.

REEMPLOYED ANNUITANTS:

The Department of Defense (DoD) policy on employment of annuitants issued December 10, 2008 will be used in determining eligibility of annuitants. The DoD policy is available on: http://www.cpms.osd.mil/fas/staffing/pdf/rem_ann.pdf


Back to top
Benefits and Other Info

BENEFITS:
The Federal government offers a number of exceptional benefits to its employees. The following Web addresses are provided for your reference to explore the major benefits offered to most Federal employees.

Flexible Spending Accounts - The Federal Flexible Spending Accounts Program (FSAFeds) allows you to pay for certain health and dependent care expenses with pre-tax dollars. For additional information visit: https://www.fsafeds.com/fsafeds/index.asp

Health Insurance - The Federal Employees Health Benefits Program offers over 100 optional plans. For additional information visit: http://www.opm.gov/insure/health/index.asp

Leave - Most Federal employees earn both annual and sick leave. For additional information visit: http://www.opm.gov/oca/leavel/index.asp

Life Insurance - The Federal Employees' Group Life Insurance Program (FEGLI) offers: Basic Life Insurance plus three types of optional insurance, for additional information visit: http://www.opm.gov/insure/life/index.asp

Long Term Care Insurance - The Federal Long Term Care Insurance Program (FLTCIP) provides long term care insurance for Federal employees and their parents, parents-in-law, stepparents, spouses, and adult children. For additional information visit: http://www.ltcfeds.com/

Retirement Program - Almost all new employees are automatically covered by the Federal Employees Retirement System (FERS). FERS is a three-tiered retirement plan. The three tiers are: Social Security Benefits, Basic Benefit Plan, and Thrift Savings Plan. For additional information visit: http://www.opm.gov/retire/index.asp

This link provides an overview of the benefits currently offered to Federal employees. http://www.usajobs.gov/EI/benefits.asp


OTHER INFORMATION:
This announcement may be used to fill additional vacancies with various security clearances during the next 90 days. This could result in a few or many vacancies being from this announcement.

Position(s) may be filled by displaced Department of Defense (DoD) employees through the Priority Placement Program.

Your application cannot be processed without the questionnaire and a resume. The questionnaire is your self-certification. Your resume is used for the qualifications review/verification process. The following procedures will be followed:

If you submit a resume but no questionnaire, you cannot be considered for the position. Your application will be appropriately documented and you will be removed from competition before Round 2.

If you submit a questionnaire but no resume, you cannot be considered for the position. Your application will be appropriately documented and you will be removed from competition before Round 2.

NOTE: Responses to the questions in this announcement must be submitted on an OPM Form 1203-FX. This may be done electronically, via email or regular mail. If you write the responses on a copy of this announcement and submit it in place of the OPM Form 1203-FX, you cannot be considered for this position.

REGARDING INTERVIEWS: Interviews may be required for this position. Accommodations may be made to conduct telephonic interviews to preclude travel hardships for applicants. NOTE: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment.

In accordance with 5 CFR 2635.704, applications will not be accepted in a postage paid government envelope.

Questions concerning this announcement should be directed to:

WHS HR Servicing team
(614)692-2646
Fax: (478) 757-3144
TDD: 800-654-5984
DHRC-DDODHR@DLA.MIL


Back to top
How To Apply

HOW TO APPLY:
To apply for this position, you must provide a complete Application Package, which includes the following parts:
1. Assessment Questionnaire,
2. Résumé
3. Required Documents (Specified in the Required Documents section of this job announcement. An applicant may not be considered if proper documentation is not received.)

Use Application Manager for convenience and quickest processing. Track your progress to a Complete Application Package using the My Application Packages checklist and status displays in Application Manager. Your Application Package status must be Complete by Tuesday, August 24, 2010,the closing date of this announcement.
Option A: Application Manager (preferred method)
To begin, choose one of these options:
1. If your résumé is going to come from the USAJOBS Resume Builder, you begin the process by clicking the Apply Online button near the bottom of this page. Your résumé will be attached only to the Application Package you complete and Submit immediately after you click the Apply Online button for this job announcement, not to any Application Packages you may already have created.
2. If your résumé is going to be one you prepared outside of USAJOBS Résumé Builder, click this link to begin the process:Online Questionnaire

To return to Application Manager at any time, simply go to https://applicationmanager.gov/
Option B: Fax
If it is not possible for you to use Application Manager (you have a disability or do not have access to the internet), you can write your answers on paper. Follow these steps:
1. Print a copy of this job announcement so that you can read the questions offline.
2. Obtain and print a copy of the OPM Form 1203-FX, which you will use to provide your answers. You can obtain the form at this URL http://www.opm.gov/Forms/pdf_fill/OPM1203fx.pdf or by calling USAJOBS by Phone at (703) 724-1850; after the introduction, press 1, and listen for instructions.
3. You may submit the Form 1203-FX (hard copy questionnaire), resume, and/or any supporting documents by fax.
· If you are faxing a Form 1203-FX, do not use a separate cover sheet. Simply make sure the Form 1203-FX is on top of any other documents you are faxing.
. If you are faxing any documents without the Form 1203-FX on top, always use the official cover sheet which is here -- http://staffing.opm.gov/pdf/usascover.pdf -- and be sure to fill it out completely and clearly. The fax number is 1-478-757-3144. Feed all documents into your fax machine top first so that we receive them right-side up.
· If you do not have access to the internet or have other concerns please contact our Teamline or WHS HR Servicing team at (614)692-2646 or email DHRC-DDODHR@DLA.MIL for further assistance.
KS350662

REQUIRED DOCUMENTS:

Resume
Transcripts
Veterans Preference Documentation (if applicable)
Miscellaneous (ICTAP, SF-50, and Military Spouse documentation, if applicable)
Assessment Questionnaire

To submit the documents requested follow the instructions below. Your resume, curriculum vitae, the Optional Application for Federal Employment (OF 612), or any other written form you choose to describe your job-related qualifications can be submitted electronically through the document upload process, fax, or mail. Please ensure that your resume contains your full name, address, phone, and at least the last four digits of your social security number.

NOTE: Please ensure that your resume contains the basic information outlined under the Applying for a Federal Job link: http://www.gpo.gov/careers/pdfs/of0510.pdf

This position is open to all US Citizens and Merit Promotion eligibles. You may apply under both merit promotion and open-competitive procedures; however, you must meet the requirements for one of the following categories to apply as a Merit Promotion eligible. Also, please note the required supporting documentation required per category.

Please note: You must submit your supplemental documents regardless as to whether you have applied to an announcement in the past or not. We will not use supplemental documentation from another announcement; therefore, you must resubmit each time you apply.
Veterans:

Veterans' Readjustment Appointment (VRA) eligible or Veterans Employment Opportunities Act (VEOA) of 1998 eligible: You are required to submit DD Form 214, Military Discharge (Member Copy 4).
Disabled Veterans: You are required to submit DD Form 214, Military Discharge (Member Copy 4), a completed SF-15, Claim for 10-Point Veteran Preference, AND a letter from the Department of Veteran's Affairs certifying an OVERALL SERVICE-CONNECTED DISABILITY of 30% or more. The OVERALL rating must be identified on your certification letter.
Future Military Retirees*: You are required to submit a copy of your retirement DD214 or a copy of your retirement letter AND a copy of your terminal leave request.
Future Military Separatees*: You are required to submit a copy of your most recent DD214 and/or a copy of your most recent active duty orders AND a copy of your terminal leave request (if applicable).
*Applicants must be qualified and eligible by the closing date of a job opportunity announcement. Active duty military members are not eligible for appointment unless currently on terminal leave.

Current Permanent Federal Employee: You are required to submit a copy of your most recent Notification of Personnel Action (SF-50) showing your current Pay Plan/Pay Schedule, Series/Occupational Code, and Grade/Pay Band. If you are a current temporary/term employee who previously held a permanent Federal position see below.

Former Permanent Federal Employee: You are required to submit a copy of the most recent SF-50, which shows your appointment eligibility for the position for which you are applying. Your tenure in Block #24 of the SF-50 will be 1 if you attained career status OR Block #24 will be 2 if you were a career-conditional employee.

Applicant with Disability(ies): You are required to submit proof of disability in the form of written certification from a licensed medical professional, OR a licensed vocational rehabilitation specialist, OR any Federal agency, State agency, or agency of the District of Columbia or a U.S. territory that issues or provides disability benefits.

Interagency Career Transition Assistance Program (ICTAP) Eligible: You are required to submit a copy of your reduction-in-force notice and a copy of your most recent SF-50 showing your current pay plan/pay schedule, series/occupational code, grade/pay band, and duty location. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85 or above on the rating criteria for this position.

Military Spouse Preference: You are required to submit a copy of your most recent SF-50 and a copy of your Military sponsor's PCS orders.

Interchange Agreement: You are required to submit a copy of your most recent SF-50 (or equivalent) providing information pertinent to your appointment eligibility for the position for which you are applying.

Overseas Family Member Appointment: You are required to submit a copy of your sponsor's PCS orders.

Former Overseas Family Members Eligible for Career-Conditional Appointment under E.O.12721: You are required to submit a copy of your SF-50(s) and sponsors PCS orders.

AGENCY CONTACT INFO:
WHS HR Servicing team
Phone: (614)692-2646
Email: DHRC-DDODHR@DLA.MIL Agency Information:
Washington Headquarters Service
3990 East Broad Street
Columbus, OH 43218

WHAT TO EXPECT NEXT:
Once the online questionnaire is received, you will receive an acknowledgement via email that your submission was successful. Approximately 45 days following the closing date of the announcement, you will receive a notice of rating with the final disposition of your resume. To protect your privacy, scores of resumes are not provided by phone.
To check the status of your application, please check Application Manager. Go to http://applicationmanager.gov

Social Security Number

Vacancy Identification Number

The Vacancy Identification Number is: KS350662
1. Title of Job

IT Specialist (CUSTSPT)
2. Biographic Data

3. E-Mail Address

4. Work Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

5. Employment Availability

If you are applying by the OPM Form 1203-FX, leave this section blank.

6. Citizenship

Are you a citizen of the United States?
7. Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

8. Other Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

9. Languages

If you are applying by the OPM Form 1203-FX, leave this section blank.

10. Lowest Grade

13

11. Miscellaneous Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

12. Special Knowledge

If you are applying by the OPM Form 1203-FX, leave this section blank.

13. Test Location

If you are applying by the OPM Form 1203-FX, leave this section blank.

14. Veteran Preference Claim

15. Dates of Active Duty - Military Service

16. Availability Date

If you are applying by the OPM Form 1203-FX, leave this section blank.

17. Service Computation Date

If you are applying by the OPM Form 1203-FX, leave this section blank.

18. Other Date Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

19. Job Preference

If you are applying by the OPM Form 1203-FX, leave this section blank.

20. Occupational Specialties

Merit Definition: All Current Appointable Federal Employees; Interagency Career Transition Assistance Program (ICTAP) Eligibles; Veterans Employment Opportunities Act (VEOA) of 1998 Eligibles; Reinstatement Eligibles; and applicants with disabilities seeking employment under Special Appointing Authorities approved by OPM (reference OPM Web Site: www.opm.gov/disability; for eligibility requirements for disabled veterans reference: www.opm.gov/veterans/html/vetguide.asp)

Public Definition: All US Citizens may apply

Instructions: By reading the definitions above please indicate if you wish to be considered Merit, Public or Both. Please check the appropriate box(es).
001 DEU
002 Merit

21. Geographic Availability

1440 Alexandria, Arlington & Falls Church, VA

22. Transition Assistance Plan

23. Job Related Experience

24. Personal Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

25. Occupational/Assessment Questions:
1. From the descriptions below, select the letter that best describes your level of specialized experience.

A. I have one year of specialized experience equivalent to the next lower grade level/pay band in the federal service (experience may have been gained in the private sector) which has given me the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled (as described in the Qualification Requirements section).
B. My experience does not meet the requirements listed above.
For each task in the following group, choose the statement from the list below that best describes your experience and/or training. Darken the oval corresponding to that statement in Section 25 of the Qualifications and Availability Form C. Please select only one letter for each item.

A- I have not had education, training or experience in performing this task.
B- I have had education or training in performing the task, but have not yet performed it on the job.
C- I have performed this task on the job. My work on this task was monitored closely by a supervisor or senior employee to ensure compliance with proper procedures.
D- I have performed this task as a regular part of a job. I have performed it independently and normally without review by a supervisor or senior employee.
E- I am considered an expert in performing this task. I have supervised performance of this task or am normally the person who is consulted by other workers to assist them in doing this task because of my expertise.
2. Subject Matter Expert (SME) in Microsoft OS compatible software and standard PC & end user hardware used in the environment.

3. Develops and monitors Project Plans while working and completing within budget and time constraints.

4. Creates, updates, and maintains Standard Operating Procedures (SOPs) for all business processes affecting the Customer Support Team (helpdesk).

5. Provides hands on, face to face, IT support to Senior DoD and Cabinet Level staff.

6. Responsible for trouble tickets and first line customer support involving the customer's desktops, laptops, printers, Blackberries and other technological devices.

7. Responsible for Residential IT installations, ranging from full sites to ad hoc requirement fulfillments.

8. Diagnose IT hardware and software problems, identify a resolution, and implement a solution within an appropriate time.

9. Responsible for installation, operation and maintenance of end user devices across three separate networks supporting approximately 800 seats.

10. Responsible for briefing senior government staff regarding VIP customer service issues, problems, and their resolutions.

11. Advise other IT experts, within the agency and in other agencies, on IT related activities regarding end user (customer) devices (blackberry's, laptops, cell phones, peripherals, etc) and their applications (data at rest encryption, OS upgrades, etc).

12. Research and analyzes problem trends and patterns, tracking resolutions and ensure lessons learned are captured and utilized.

13. Responsible for the daily operations of the 24x7 Customer Support Branch.

14. Prioritizes day-to-day work objectives for contracted teams – ensuring government guidance is properly promulgated to the staff.

15. Provides oversight to contracts and contract work products.

Related Post: