Duties

• Oversee installation, upgrades, and maintenance of new and current telecommunications systems.
• Evaluate customers\' needs, recommend and install telecommunications systems that best meet those needs.
• Run routine tests on telecommunications systems to ensure that all components are functioning at optimal levels.
• Perform diagnostic testing on problematic telecommunications systems to identify and resolve various technical faults.
• Perform repair work and/or work with vendors to resolve issues and work closely with the Customer Care Centers to investigate and resolve complaints/issues in a timely manner.
• Perform periodic security reviews and ensure applications and equipment are installed/maintained in a secure manner following organization policy and configure and troubleshoot agency mobile devices
• Install and configure VoIP phones and softphone software and manage and oversee team projects.
• Coordinate with multiple teams to support organization video conferencing solution(s)

Requirements

Conditions of Employment

• U.S. Citizenship or National
• Suitable for Federal Employment
• Registered for Selective Service (if applicable)
• Cyber-Security Certification required as a condition of employment
• 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.
• Vacancy Information: Position is located in: Information and Technology Dir, I and T Enterprise Services, Mission Support, Customer Care Center Support

Qualifications

Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe the full scope of your work experiences in your resume.

Basic Requirement: Applicants must have IT-related experience demonstrating the following competencies appropriate to, or above, the level of this position. Your resume and work experience should clearly support your ability to meet these competencies and will be evaluated as part of the entire application process.

Attention to Detail- experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards
Customer Service- experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs
Oral Communication- briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience
Problem Solving- identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions

In addition to the Basic Competency Requirements listed above, one year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade GS-11 in the federal service, which demonstrates the ability to perform the duties of the position, is required.

Specialized experience is defined as providing customer support and project reviews for information technology contingency planning initiatives; conducting technical Information Technology tasks and cybersecurity and technical assessments of planned and installed automated information systems; installing, configuring, troubleshooting, and maintaining customer call center applications AND IT-related experience demonstrating Attention to Detail, Customer Service, Oral Communication, and Problem Solving as described in the vacancy announcement.

Volunteer Experience: 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Education is not substitutable for specialized experience at this grade level.

Additional information

• COVID-19 WORKPLACE SAFETY PROTOCOLS: To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the COVID-19 vaccination mandate is not presently being enforced as a condition of employment for this position.
• Per DFAS 8570.01-I, as a CONDITION OF EMPLOYMENT, this position requires the selected candidate to obtain and maintain a DoD-approved baseline Cybersecurity certification, applicable workforce qualification requirements, and, if applicable computing environment certificate. The selected candidate must meet these requirements within six (6) months after entry on duty. Failure to do so may lead to removal from the Federal.
• Moving expenses will be paid.
• Telework availability will be based upon the mission requirements and supervisory determination.
• Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment.
• Employment with DFAS means access to generous benefits such as: health, vision, and dental insurance, retirement benefits, paid time off, and educational benefits.
• A one year probationary period may be required.
• We may use this announcement to fill additional vacancies within 90 days of the closing date.
• This position is exempt from the Fair Labor Standards Act.
• Travel requirement is seldom (1-24%)
• This position is covered by a bargaining unit.
• This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. Positions may be filled as permanent or term with a full-time or part-time work schedule. Pay will vary by geographic location. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period.
• Veteran\'s Preference: Veteran\'s preference does not apply under this Direct Hire Authority (DHA).
• DFAS recognizes the value of competencies gained through formal education and professional certifications. To ensure that consistent credit is given for these credentials in the selection process DFAS has developed standard selection criteria to be used when filling positions in professional and administrative series. Selections for professional and administrative positions will be based on four categories of selection criteria: Experience, Other, Education, and Certifications.
• Males born after 12-31-59 must be registered or be exempt from Selective Service (see http://www.sss.gov).
• Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance. (See DoD Instruction 1400.25, Volume 300, here).
• If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
• Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.

• Benefits
  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.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above. IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING.

All information included in the resume, required documents and Occupational Questionnaire is subject to review and verification. HR will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Applicants meeting the minimum requirements will be referred to management for consideration.

You can preview the Assessment Questionnaire here: https://apply.usastaffing.gov/ViewQuestionnaire/11880123

• Benefits
  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.
• 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. You must provide a complete Application Package which includes:
  
  • Resume: you are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received and this may not be the resume which best reflects your qualifications for the job and may result in an ineligible rating.) You may submit your resume by: attaching in your USAJOBS account; uploading in your Application Manager account; OR faxing. For assistance in preparing your resume, take a look at the DFAS Resume Tools.
  • Complete Assessment Questionnaire
  • Other Supporting Documents
  The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement.
  
  • Transcripts and/or Certifications: For additional information on acceptable documents, click here Transcripts and Certifications. All applicants to include current agency employees/contractors must also document your education and/or certifications in your resume. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education.
  • Veterans Preference: If you are claiming veteran\'s preference, you MUST submit the appropriate documentation.
  • Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.
  WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 04/04/2023, 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, or faxed 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.
• How to Apply
  
  To apply for this position, you must provide a complete Application Package.
  
  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 your resume (required), and any other application 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

  dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil
  

  Address

  
  DFAS - INFO AND TECHNOLOGY DIR OFFICE
  4800 Mark Center Drive
  Alexandria, VA 22350
  US

  Next steps

  
  The occupational questionnaire and the resume that you submit will be used to assess your qualifications for the job. Only candidates meeting minimum qualifications will be referred to the hiring manager for further consideration and possible interviews.
  
  You will be notified when selections are made. Individuals receiving a tentative job offer will be required to submit to a suitability/security background investigation.
• 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

Required Documents

You must provide a complete Application Package which includes:

• Resume: you are encouraged to choose only ONE method of submitting your resume. (HR will review the resume that the system date stamps as the latest one received and this may not be the resume which best reflects your qualifications for the job and may result in an ineligible rating.) You may submit your resume by: attaching in your USAJOBS account; uploading in your Application Manager account; OR faxing. For assistance in preparing your resume, take a look at the DFAS Resume Tools.

• Complete Assessment Questionnaire

• Other Supporting Documents

The following supporting documents are ONLY required if applicable to your personal qualifications or status. They must be received by the closing date of the announcement.

• Transcripts and/or Certifications: For additional information on acceptable documents, click here Transcripts and Certifications. All applicants to include current agency employees/contractors must also document your education and/or certifications in your resume. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education.

• Veterans Preference: If you are claiming veteran\'s preference, you MUST submit the appropriate documentation.

• Cover Letter: You may submit a cover letter which will be forwarded to the selecting official with your resume. Your cover letter will not be used to verify your qualifications or determine eligibility for preference.

WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 04/04/2023, 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, or faxed 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.

Help

This job is open to

• 
  

  The public

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

Clarification from the agency

All US Citizens.