Information Technology Specialist (Customer Support)

This job announcement has closed

This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD Workforce to recruit and appoint qualified candidates to positions in the competitive service.

This is a permanent position.

Help

Reviewing applications

Open & closing dates

05/16/2025 to 05/30/2025
Salary

$58,897 - $90,260 per year
Pay scale & grade

GS 7 - 9
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Location
- North Chicago, IL 1 vacancy
Remote job

No
Telework eligible

No
Travel Required

25% or less - You may be expected to travel for this position.
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

9
Job family (Series)
- 2210 Information Technology Management
Supervisory status

No
Security clearance

Secret
Drug test

No
Position sensitivity and risk

Noncritical-Sensitive (NCS)/Moderate Risk
Trust determination process
- National security
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

DABR253960160155HWR
Control number

837026100

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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

U.S. Citizens

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As an Information Technology Specialist (Customer Support), you will be responsible for the following:
Providing technical support to Information Technology (IT) customers
Communicating issues and outages following established information technology policies/procedures
Training customers/users in use of computer systems and applications
Preparing documentation on hardware, software, networks, solutions or workarounds
Analyzing data to troubleshoot computer hardware, software, and network problems
Troubleshooting hardware and software problems
Installing computer hardware and software using established information technology procedures
Following security policies to ensure a secure computing environment
*** These duties are described at the full performance level GS-09. The position is being filled at the GS-07 or GS-09 level. If selected at the GS-07 level the position will be developmental and eligible for non-competitive promotion to GS-09.

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Conditions of Employment

Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
This position has been designated as non-critical sensitive as defined in DoD 5200.2-R, and requires you to possess, or obtain and maintain for the duration of employment, a Secret security clearance.
This position requires that you must be able to obtain and retain IT Level II Security Clearance.
This position requires shift work of 8 hours between the hours of 3:30 a.m. to 6:00 p.m. Starting times may vary and supervisory sets work hours.
This position requires you to meet foundational, residential, and annual maintenance requirements per assignment to the Cyber Workforce.

Qualifications

DEVELOPMENTAL: Management may select at any of the grade levels announced. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management.

Who May Apply: US Citizens

In order to qualify, you must meet the experience and/or education 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.

Providing technical support to customers on resolving computer issues (such as issues with operating systems, applications, network, and hardware; Troubleshooting customer computer problems with the use of remote assistance tools; Configuring enterprise email accounts and creating active directory accounts; Logging computer problem events/resolutions into IT trouble/problem tracking database. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-05).

OR

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:

Education: One full year of graduate level education from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or, graduate level 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.

OR

Superior Academic Achievement: Successful completion of all the requirements for a bachelor's 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, bachelor's degree 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. Superior Academic Achievement is based on: (1) Class Standing - You must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses; OR (2) Grade-Point Average (G.P.A.) - You must have a grade-point average of either (a) 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on your official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or (b) 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.; OR (3) Honor Society Membership - You may be considered eligible based on membership in one of the approved national scholastic honor societies listed by the Association of College Honor Societies (https://www.achsnatl.org/).

Basic Requirement for GS-9 level:

Specialized and Other Experience: One year of specialized experience which includes: Providing hands-on and phone Information Technology (IT) support to customers on resolving computer issues (such as issues with operating systems, applications, network, and hardware); Troubleshooting customer computer problems with the use of remote assistance tools; Configuring enterprise email accounts and creating active directory accounts; Documenting known IT issues, workarounds and/or repairs for use by IT technicians and/or customers; Conducting vulnerability remediation using cyber security tools. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

OR

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you may qualify if your education meets the definitions below:

Education: Master's or equivalent graduate degree or 2 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, two 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.

AND for both:

THIS SECTION APPLIES TO BOTH GRADE LEVELS: 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.

Qualifications continued under Education section below:

Education

Continuation of Qualifications Section:

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.

******************************

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/

In order to qualify for this position, based on your education, education substitution, or combination of education and experience, you must have either completed the education requirement, or will complete this requirement within 30 days from the closing date of this announcement. If you will not complete this requirement within 30 days from the closing date of this announcement, you will be rated as Not Qualified for this position.

You must provide appropriate documentation to reflect when you will meet the education requirement. Appropriate documentation includes: (1) Resume indicating your projected completion/graduation date; (2) Transcripts indicating your projected completion/graduation date; (3) A letter signed by the institutions registrar indicating your projected completion/graduation date.

Additional information

Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
You will be required to provide proof of U.S. Citizenship.
One year trial/probationary period may be required.
Direct Deposit of Pay is required.
Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
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.
This is a Digital Technology Career Field position.
Multiple positions may be filled from this announcement.
Recruitment/Relocation incentive may be authorized if determined to be in the best interest of the Federal Government and requirements are met.
Salary includes applicable locality pay or Local Market Supplement.
Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.
This position is in the AFGE Bargaining Unit.
This is not a drug testing position.
This is not an emergency essential position.
Equal Employment Opportunity Policy: The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. To learn more, please consult the following resources: Equal Employment (EEO) Office at OPM or Office of Equal Opportunity.

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A 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.

You 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, after reviewing your resume 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.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

Veterans and Military Spouses will be considered along with all other candidates.

Help
A 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.
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.

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:
- Your resume may be submitted in any format and must support the specialized experience described in this announcement.
- If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
- For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.
- For additional information see: What to include in your resume.
2. Other supporting documents:
- Cover Letter, optional
- Most recent Performance Appraisal, if applicable
- This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses
NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

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.
To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section above.

The complete application package must be submitted by 11:59 PM (EST) on 05/30/2025 to receive consideration
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12730155).
- Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
- It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
- Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
Agency contact information

Army Applicant Help Desk

Website

https://portal.chra.army.mil/hr_public?id=app_inq

Address

BR-W37NAA US ARMY MIL ENTRANCE PROCESSING CMD
DO NOT MAIL
North Chicago, IL 60064
US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking (as applicable) for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:

Your resume may be submitted in any format and must support the specialized experience described in this announcement.
If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.
For additional information see: What to include in your resume.

2. Other supporting documents:

Cover Letter, optional
Most recent Performance Appraisal, if applicable
This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and Licenses

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

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.

Help

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section above.

The complete application package must be submitted by 11:59 PM (EST) on 05/30/2025 to receive consideration

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12730155).
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Agency contact information

Army Applicant Help Desk

Website: https://portal.chra.army.mil/hr_public?id=app_inq
Address: BR-W37NAA US ARMY MIL ENTRANCE PROCESSING CMD
DO NOT MAIL
North Chicago, IL 60064
US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking (as applicable) for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

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

This job announcement has closed

Help

Reviewing applications

Open & closing dates

05/16/2025 to 05/30/2025
Salary

$58,897 - $90,260 per year
Pay scale & grade

GS 7 - 9
Location
- North Chicago, IL 1 vacancy
Remote job

No
Telework eligible

No
Travel Required

25% or less - You may be expected to travel for this position.
Relocation expenses reimbursed

No
Appointment type

Permanent
Work schedule

Full-time
Service

Competitive
Promotion potential

9
Job family (Series)
- 2210 Information Technology Management
Supervisory status

No
Security clearance

Secret
Drug test

No
Position sensitivity and risk

Noncritical-Sensitive (NCS)/Moderate Risk
Trust determination process
- National security
Financial disclosure

No
Bargaining unit status

Yes
Announcement number

DABR253960160155HWR
Control number

837026100

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/837026100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Information Technology Specialist (Customer Support)

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Location

Remote job

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Position sensitivity and risk

Trust determination process

Financial disclosure

Bargaining unit status

Announcement number

Control number

This job is open to

Clarification from the agency

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Required Documents

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

How to Apply

Agency contact information

Next steps

Fair & Transparent