Information Technology Specialist (Customer Support) Vicenza

Information Technology Specialist (Customer Support)
Vicenza
Veneto, Vicenza

DutiesDiagnosing and analyzing hardware and software problems for on-the-spot repair, replacement, or referral for contractor repair. Investigating equipment failure and malfunctions at the user level for immediate repair or correction, determining if the problem is with the hardware or the software and what must be done to correct the situation. Analyzing software and hardware requirements to support administrative, educational, and web based services. Serving as the technical advisor for questions concerning system hardware and software. Requirements Conditions of EmploymentMale applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement. Proof of U. S.

Citizenship required. Direct deposit of pay is required. One year trial or probationary period may be required. Appointment subject to a suitability/fitness determination, as determined by a background investigation. This position requires a Tier 3 (T3) investigation. You may be required to sign a transportation agreement. Must be able to satisfy the requirements of the 26JUL12 DODI 1400. 25 V1230, DoD Civilian Personnel Management System: Employment in Foreign Areas and Employee Return Rights.

Visit https://www.esd. whs. mil/DD/DoD-Issuances/140025/. Individuals hired from the Continental United States (CONUS) and their family members (who are US citizens) are required to obtain Official Passports prior to departure to the overseas area. Applicants must obtain all required IAT Level 2 certification within six months of selection. This position requires frequent standing, walking, bending, climbing steps reaching and/or stooping; employees will be required to lift and move computers and other IT hardware weighing up to 50 pounds. This position requires the incumbent to obtain and maintain a secret security clearance. You will be required to sign a mobility agreement, be available for worldwide placement, and be willing to rotate to any DoDEA location.

QualificationsWho 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 providing immediate response and resolution to information technology tickets; analyzing information technology helpdesk tickets for escalation; diagnosing hardware or software problems; and briefing senior leadership and providing status updates on projects and challenges.

This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11).

This specialized experience includes, or was 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.

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.

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.

4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

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 at the GS-12 grade level.

If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.

Additional informationApplicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315. 19. Applicants must be U. S. citizens who are not considered Ordinarily Resident under the applicable Status of Forces Agreement (SOFA).

An ordinarily resident is anyone who has lived in the host country longer than the allowed number of days without being a member of the forces assigned, civilian component or a family member of either the aforementioned or who has obtained a work permit for any duration.

Ordinarily Resident restrictions apply and vary depending on the host nation. Applicants who have family members with special medical needs should ensure that prior to accepting a position overseas their family members' medical needs can be met.

Access to care in a military treatment facility may not be available to civilian employees except on a space available basis.

Consequently, host nation medical facilities may be the only care available.

The availability and level of care at host nation medical facilities will vary by location. 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. Medical and dental care may be provided by host nation providers.

The availability and level of care at host nation medical and dental facilities will vary by location. Status candidates subject to the 5 year overseas rotation, who are currently overseas, must have enough time to meet the initial tour stated in the job announcement.

Waivers may not be granted to meet the 5 year limitation requirement. Status applicants in their fourth year of an overseas assignment cannot be selected unless a waiver of the 5 year overseas service limitation requirement is approved. Selectees initially recruited from the United States may receive certain foreign area benefits such as: Living Quarters Allowance (LQA) or government quarters, home leave, etc.

(Subject to approval).

Overseas allowances may be authorized in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400. 25 volume 1250.

Selectees recruited outside the U. S. will have their eligibility for foreign area benefits determined at the time of hire. 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 before applying for or accepting this position. The initial length of this overseas tour is 36 months. Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify David Walton ****** position is not covered by a bargaining unit.

You can find more information about this vacancy in the How You Will Be Evaluated section.

Help Review our benefitsHow You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement.

If you are minimally qualified, your résumé and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience.

If, after reviewing your résumé and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.

Please follow all instructions carefully when applying, errors or omissions may affect your eligibility. This is a Direct Hire Solicitation for Cyber Workforce Position.

Your resume will not be reviewed for qualifications until a selection is made. Additional Information regarding overseas appointments: 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. If an employee brings a family member to an overseas location who requires medical or dental care, then the employee 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. Family member appointments will expire based on the sponsor's rotation date.

Family member appointments may not exceed two months after an employee is no longer considered a family member within the local commuting area due to PCS or divorce of sponsor or, in the case of a child, the age of 23.

Family members are defined according to the DODI 1400. 25, Vol. 1232 as: For a military member whose duty station is in a foreign area, the member's spouse or unmarried dependent child.

For a civilian US employee as defined by section 2105 of Title 5, United States Code, the employee's spouse, domestic partner, or unmarried dependent child, or unmarried child of the employee's spouse or domestic partner.

A family member must physically reside with his or her sponsor to receive family member preference.