It Specialist (Customer Support)

Duties

• Conducts comprehensive strategic analysis to their clients, involving operating, mission and/or service needs, with a customer-centric perspective; i.e., personalized customer service.
• Develops a communication plan which serves as a plan to disseminate important information that impacts customer and or their missions. Monitors trends within the client organization to determine the need for new and/or modified IT products/services.
• Serves as a trusted advisor and primary point of customer contact for IT services and capabilities. Ascertains and communicates the client organization's priorities across the agency.
• Provides expert advisory, consultative and technical services to program and line managers on a broad range of complex IT issues. Advises leadership of potential problems and the impact on customers.
• Resolves priorities to ensure critical customer service needs are achieved; expedites customer service requests.
• Develops strategic goals for change; e.g., conduct organizational needs assessments, determine organizational readiness for change, market organizational awareness, and lead change initiatives.

Requirements

Conditions of Employment

• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This position is required to obtain and maintain a TOP SECRET security clearance.
• Must be a U.S. Citizen.
• Drug Testing Designated position.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.

How You Will Be Evaluated

• Privacy Act
• Reasonable accommodation policy
• BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

• How to Apply

  To apply for this position, you must provide a complete Application Package. See required documents below.

  • Your Resume

  • Your resume MUST include the following information for each job listed: Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week). about what should I include in my federal resume at USAJOBS.
  • DO NOT include the following information: Classified or government sensitive information; Social Security Number; Photos of yourself; Personal information, such as age, gender, religious affiliation, etc.; or encrypted and digitally signed documents. about what should I leave out of my resume? at USAJOBS

  • A complete Assessment Questionnaire (if applicable)

  • Other required supporting documents: (SEE THE SECTION OF THIS ANNOUNCEMENT ENTITLED "REQUIRED DOCUMENTS" FOR MORE INFORMATION ON WHAT SUPPORTING DOCUMENTS MAY BE NEEDED)

  Click 'Apply Online' to create an account or log in to your existing USAJOBS account.

  • Follow the prompts to complete the assessment questionnaire and upload required documents.

  • Please ensure you click the Submit My Answers button to submit your application.

  • Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.

  Agency contact information

  HR Customer Care Center

  Phone

  (317) 212-0454

  Email

  [email protected]

  Address

  DISA - DBC/DEVELOPMENT AND BUSINESS CENTER
  6910 Cooper Road
  Fort Meade, MD 20755-7088
  US

  Next steps

  Once the complete application package is received you will receive an acknowledgement email that your submission was successful. The content of your application package will be used to assess your qualifications for the job, and to determine whether you will be referred to the hiring manager for further consideration and possible interviews. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.
  (317) 212-0454
  [email protected]

• Transcripts (if applicable) If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
• Signature and false statements
• Social security number request
• Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.
• Military Spouse Preference (if applicable): Spousal Permanent Change of Station (PCS) orders, marriage certificate/license, and a MILITARY SPOUSE PPP SELF-CERTIFICATION CHECKLIST are required to claim Military Spouse Preference. The Military Spouse PPP Self-Certification Checklist can be found here: Military Spouse PPP Self-Certification Checklist .
• SF-50 - (if applicable) Notification of Personnel Action for current or former federal employees- All applicants to include current agency employees must provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis.
• A complete Assessment Questionnaire (if applicable)
• Equal Employment Opportunity (EEO) Policy
• Other required supporting documents: (SEE THE SECTION OF THIS ANNOUNCEMENT ENTITLED "REQUIRED DOCUMENTS" FOR MORE INFORMATION ON WHAT SUPPORTING DOCUMENTS MAY BE NEEDED)
• Follow the prompts to complete the assessment questionnaire and upload required documents.
• Please ensure you click the Submit My Answers button to submit your application.
• New employee probationary period
• Financial suitability
• Your Resume
• DO NOT include the following information: Classified or government sensitive information; Social Security Number; Photos of yourself; Personal information, such as age, gender, religious affiliation, etc.; or encrypted and digitally signed documents. about what should I leave out of my resume? at USAJOBS

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  
  

  
  FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT. NOT ALL DOCUMENTS WILL APPLY TO EVERYONE.

  • Transcripts (if applicable) If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.

  • SF-50 - (if applicable) Notification of Personnel Action for current or former federal employees- All applicants to include current agency employees must provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis.

  • Veterans Preference Documentation (if applicable): Candidates claiming Veterans Preference must submit a DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later. DoD Components with CES positions apply Veterans' Preference to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement."

  • Military Spouse Preference (if applicable): Spousal Permanent Change of Station (PCS) orders, marriage certificate/license, and a MILITARY SPOUSE PPP SELF-CERTIFICATION CHECKLIST are required to claim Military Spouse Preference. The Military Spouse PPP Self-Certification Checklist can be found here: Military Spouse PPP Self-Certification Checklist .

  
  Your complete Application Package (containing the above required documents) must be received no later than 11:59 pm Eastern Time on 05/21/2023.
  WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 05/21/2023, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded is received, legible and accurate. HR will not modify answers submitted by an applicant.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• Veterans Preference Documentation (if applicable): Candidates claiming Veterans Preference must submit a DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later. DoD Components with CES positions apply Veterans' Preference to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement."
• Selective Service
• Your resume MUST include the following information for each job listed: Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week). about what should I include in my federal resume at USAJOBS.

Required Documents

Clarification from the agency

Open to All U.S. Citizens