Supervisory Information Technology Specialist (customer Support)

Job Posting

Summary About the Position: This position is located within the Department of Defense Education Activity (Dodea) Information Technology Division in Fort Benning, GA. Fort Benning is a United States Army post in the Columbus, Georgia area, located on Georgia's border with Alabama. This position is a term position and may be extended up to a maximum of eight years. This position may be eligible for situational telework as determined by agency policy. This is a Direct Hire Solicitation.

Responsibilities: Responsible for oversight, management, coordination, and trend analysis of the Dodea Helpdesk Trouble Ticket System. Conduct extensive coordination and collaboration with internal agency staff, including senior leadership, and external customer staff. Monitor, coordinate, prioritize, verify, classify, route, track and follow-up of all customer service requests and projects. Provide senior level customer support services to users at DSO/CSO and schools within the district. Advise the Chief Global Customer Support Services, superintendent and school administrators on all services, maintenance, software applications and other IT matters. Oversee the operations and activities of Tier 1 Level Customer Support. Communicates the organization's overall strategic plan integrating team efforts by assigning and distributing work based upon overall customer and mission requirements. Train or arrange for the training of team members and methods and techniques of team building and working in teams to accomplish tasks or projects. Serves as the IT Customer Support Services Branch subject matter expert and POC to the District Superintendent, Assistant Superintendent, and School Administrators in coordination of IT policies and objectives for assigned desktop support personnel. Advise on the implementation of standard operating procedures, software and controls to ensure appropriate levels of security.

Requirements: Conditions of Employment Qualifications Who May Apply: U.S. Citizens In order to qualify, you must meet the 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. Specialized Experience: One year of specialized experience which includes: Managing team operations by distributing workload, monitoring reports and providing training; Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software; Monitoring and analyzing an information technology trouble ticket system; Providing customer support and guidance to management and staff on information technology connectivity issues and helpdesk service tickets.

You will be evaluated on the basis of your level of competency in the following areas: Education Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Additional Information This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time. Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. Salary includes applicable locality pay or Local Market Supplement. Multiple positions may be filled from this announcement.