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Information Technology Specialist (Customer Support)

Department of War Education Activity · Department of Defense

This job in plain English

This full-time Information Technology Specialist (Customer Support) job is in the Global Operations Branch of the Information Technology Division at the Department of War Education Activity (DoDEA). The 2 vacancies are at Fort Bragg, North Carolina or Fort Campbell, Kentucky. It is a direct hire announcement, may require up to 25% travel, and requires a Secret security clearance.

2 vacancies

Can you apply?

Yes, if you are a U.S. citizen: this job is open to everyone.

  • Open to everyoneAny U.S. citizen or national can apply. Some jobs also accept non-citizens; the announcement says so.

The job is open to the public, but only U.S. citizens, nationals, or people who owe allegiance to the U.S. can apply. Proof of U.S. citizenship is required.

What you would do

  • Analyze help desk request trends to find ways to improve services.
  • Analyze, document, and plan software and web service upgrades or configurations.
  • Diagnose hardware and software problems for on-the-spot repair or referral.
  • Remove, reinstall, or reconfigure desktop software or web services to fix issues.
  • Monitor the helpdesk system for new tickets until fully resolved.
  • Test new software packages and operating system images, and give feedback.

Do you qualify for GS-12?

With experience: You need one year of specialized experience at the GS-11 level, such as quickly resolving IT tickets, reviewing helpdesk tickets for escalation, diagnosing hardware or software problems, and briefing senior leaders on project status. Your experience must also show four skills: attention to detail, customer service, oral communication, and problem solving. Paid and unpaid experience, including volunteer work, counts.

With education: Education cannot replace experience at this grade.

How to apply well

What to send:

  • Resume of two pages or less showing employer, job title, start and end dates (month and year), hours per week, and duties
  • Answers to the online questionnaire
  • Documents proving your eligibility to apply, based on the USA Staffing Applicant Checklist
  • Most recent performance appraisal, if applicable
  • Optional cover letter

How you will be rated: After the announcement closes, your application package (resume, supporting documents, and questionnaire answers) is reviewed to see if you meet the qualifications. Resumes over two pages are removed, and missing information or errors may lower your rating or make you ineligible.

Tips for this job:

  • For each job on your resume, include start and end dates by month and year, plus hours worked per week.
  • Give clear examples of your one year of GS-11 level IT experience and of all four skills: attention to detail, customer service, oral communication, and problem solving.
  • In the online application, re-select your resume and documents from your USAJOBS account, or your application will be marked incomplete.

Good to know before you apply

Schedule: Full-time

Incentives and relocation: Relocation expenses may be reimbursed under agency policy. A tax allowance (RITA) may cover the extra income taxes on relocation pay.

Conditions of employment:

  • Men born after December 31, 1959 must complete the Selective Service pre-employment certification statement
  • Proof of U.S. citizenship
  • Direct deposit of pay
  • One-year probationary period may be required
  • Suitability or fitness determination after a background investigation
  • Tier 3 (T3) investigation required
  • May be required to sign a transportation agreement
  • Must obtain and keep a Secret security clearance
  • Complete DoD Foundational Qualifications within 9 months and Residential Qualifications within 12 months

We wrote this summary automatically from the official announcement. The announcement on USAJOBS is the only one that counts: read it before you apply.

Job details

Salary
$89,508 – $121,511 per year
Pay scale and grade
GS-12 · General Schedule
Locations
  • Fort Campbell, Kentucky
  • Fort Bragg, North Carolina
Appointment
Permanent
Work schedule
Full-time
Service
Competitive
Openings
2
Security clearance
Secret
Travel
25% or less
Drug test
Not required
Supervisory
No
Occupation
Information Technology Management (2210)
Announcement
NC7X-27-13095894-DHA

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