U.S. Army Sustainment Command IT Specialist (Customer Support) in PYONG TAEK, South Korea
Summary About the Position: The U.S. Army Sustainment Command, 403rd Army Field Support Brigade, Army Field Support Battalion-Korea is located at USAG Humphreys, in the Pyongtaek metropolitan areas in the Republic of Korea. USAG Humphreys is an hour and a half drive south of Seoul, 40 minutes south of Osan Air Base, and 15 minutes from the city of Pyongtaek. USAG Humphreys is not far from night life, restaurants, and shopping. NOTICE: Please carefully read ROK entry requirements in "How to Apply" Responsibilities Provide IT technical advice, analysis, guidance, and assistance to staff on a variety of user computer/telephone products and devices. Install and troubleshoot computer hardware and software. Assign tickets to IT service desk staff and ensure adequate coverage of IT service desk. Monitor progress of work and provide status reports. Analyze IT service desk data to derive trends and obtain metrics. Train organizational personnel on computer systems and software. Develop recommendations, plans, and projects pertaining to IT customer support requirements. Requirements Conditions of Employment Qualifications Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. Current Department of Army Civilian Employees Applying to OCONUS Positions Current Department of Defense (DOD) Civilian Employee (non-Army) Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel Workforce Family Member Preference (FMP) for Overseas Employment Interagency Career Transition Assistance Plan Land Management Workforce Flexibility Act Military Spouse Preference (MSP) for Overseas Employment Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible Priority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability Retirement Priority Placement Program, DoD Retained Grade Preference Eligible Reinstatement Veterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and 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: One year of specialized experience which includes 1) providing advanced technical support to end-users or other technicians 2) resolving customer reported software and hardware problems via trouble tickets 3) providing account support, client connectivity support, and client application support for various devices. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). The specialized experience must include, or be 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. (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. OR Education: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, three full years of graduate education from an accredited or pre-accredited institution 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. You will be evaluated on the basis of your level of competency in the following areas: Attention to Detail Customer Service Oral Communication Problem Solving Technical Competence Time in Grade Requirement: Applicants 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-09). Special Note for Military Members MILITARY RETIREES: A retired member of the Armed Forces may not be appointed to a civilian position in DoD (including a non-appropriated fund position) within 180 days after retirement [** unless the following conditions have been met: the Secretary concerned authorizes the appointment; or the position is authorized special pay under 5 U.S.C. 5305; or a state of national emergency exists]. MILITARY SEPARATED (NON-RETIREE): Military members may be appointed while on terminal leave, before the effective date of their military separation. Applications will only be accepted from members of the Armed Forces that indicate they are immediately appoint-able within 120 days. If you are currently stationed in the overseas area, all of your overseas time will be credited toward your current overseas tour end date. Your overseas time served will not reset upon accepting this assignment. If you have returned from OCONUS within the past 2 years or less, your time previously served in the OCONUS area will be credited to your 5 year overseas rotation upon accepting this assignment. Education If qualifying based on education alone: Education may be substituted for specialized experience with a Ph.D. (or equivalent graduate degree), 3 full years (54 semester hours) of progressively higher level graduate education leading to such a degree, or LL.M 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. If qualifying based on a combination of education and specialized experience: A combination of education and specialized experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education in excess of 2 years (36 semester hours) by 18. Add the 2 percentages. Note: For the purpose of qualifications, 1 full year of graduate education is equivalent to 18 semester hours. Only degrees from an accredited college or university recognized by the Department of Education are acceptable to meet positive education requirements or to substitute for experience. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. 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 Career Program (CP) 34 - Information Technology Management The initial length of this overseas tour is 36 months. Defense National Relocation Program will not 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. Recruitment/relocation incentives and Student Loan Repayment are not authorized. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.