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IT Specialist (Network/Customer Support)

  • Duties



    About the Position: This is a Defense Contract Management Agency (DCMA) position within DCMA Info Tech Executive Directorate, Field Services Center, Field Service Group West, FS International Team located at Wiesbaden, Germany (1 Vacancy) and Huntingdon, United Kingdom (1 Vacancy).

    Learn more about this agency


    • Manages the Sector Life Cycle Management (LCM) program. Develops Sector wide hardware requirements.
    • Responsible for handling activities in accordance with the Information Technology Infrastructure Library (ITIL) framework, to include monitoring and responding to incident/service requests and problem reports for errors, warnings, and abnormalities.
    • Plans and schedules for the deployment, distribution, installation and removal of new, modified and legacy ITD telecommunications and network equipment, hardware (desktop, mobile devices, and peripherals).
    • Provides troubleshooting and specialized expertise in support of external/internal agency customers and IT Specialists to resolve complex problems or design/implement substantial modifications to existing products.
    • Serves as Technical Specialist providing technical project management and customer assistance in the planning and delivery of managed IT services.
    • Ensures continuous operation of hardware devices, virtual desktop infrastructure (VDI) architecture, or software applications utilizing remote utilities and tools to remotely configure and upgrade the products.
    • Responsible for moderately complex installations, configurations, upgrades and troubleshooting of networked hardware and software systems to include: servers, specialty and terminal server printers, Microsoft and Virtualized operating systems.
    • Ensures application of information security and information assurance (IA) policies, principles, and practices in the delivery of desktop support.

    Travel Required

    Occasional travel - Business travel is required 20% of the time.

    Supervisory status


    Promotion Potential

  • Job family (Series)

    2210 Information Technology Management

  • Requirements


    Conditions of Employment

    • Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
    • Must be able to obtain and maintain a Secret security clearance.
    • A medical/dental examination is required.
    • Immunization screening is required.
    • All applicants tentatively selected for this position will be required to submit to urinalysis testing to screen for illegal drug use prior to appointment.
    • Professional certification under DoD Directive 8570.1, "Information Assurance Training, Certification, and Workforce Management" is required for this position and must be achieved within 6 months of the appointment date.
    • Official Passport and/or VISA/SOFA Stamp required.


    • TOUR LENGTH: 3-year accompanied
    • Tour of Duty: Full Time
    • FLSA: Exempt
    • Bargaining Unit: Yes
    • May require overtime work.
    • Direct Deposit of pay is required.
    • Locality pay does not apply in the overseas area.
    • Ability to communicate orally and in writing.
    • U.S. Citizenship is required. You will be required to provide proof of U.S. Citizenship. U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement..
    On this accompanied tour, educational opportunities for dependent children of employees assigned to DCMA Northern Europe are extremely inadequate. Department of Defense Schools (DoDDs) does not currently have any school located within the Samlesbury Commuting area. Current DoDDs policy dictates that kindergarten through grade 5 attend British local schools. Grade 6 through Grade 12 students are eligible in the Samlesbury area. Options available to employees with school age children are: 1) Enroll the student in a British local school system; 2) Enroll the student in a private British school or 3) Enroll the student in a home school program. Enrollment is not automatic or guaranteed with any school! Please contact DCMA Northern Europe MSO for specific information or specific questions.

    Royal Air Force (RAF) Wyton (Huntingdon) is about 60 miles north of London, England and is located near the market town of Huntingdon, near St. Ives, Cambridgeshire. Huntingdon is a market town in Cambridgeshire, England. The nearest major International airports are Heathrow and Gatwick, about a 2-hour drive, and there is a smaller airport in Stanstead (44 miles from Huntingdon). The nearest U.S. military installation is RAF Alconbury, located about a 5-minute drive from Huntingdon. Educational Opportunities at Huntingdon for ages K-12 are available with the Department of Defense Dependent Schools (DoDDS) located at the USAF base on RAF Alconbury. DoDDS special education services may be limited or not available in the Huntingdon location. Elementary School:; and Middle/High School Medical needs
    may be provided through the UK National Health System or through private care with eligible health insurance.For additional information about RAF Alconbury, please visit "Military Installations" at, and for Huntingdon community information and attractions.

    Wiesbaden is, without a doubt, one of the most attractive cities in Germany. As the capital city of Hessen, it is sometimes referred to as "Nice of the North" and rightfully so considering the many mansions, the historic Kurhaus, the casino and the State Theater. Wiesbaden is a city with an abundance of leisure activities, providing a Cosmopolitan atmosphere blended with attractive cultural ambience, extraordinary architecture and marked by endearing charm. Wiesbaden, located in one of the premier wine growing areas in Germany, is on the Rhine River only 20 minutes from the Frankfurt International Airport. Efficient mass transportation systems are readily available. For additional information about DCMA Europe in Wiesbaden please visit Visit the Wiesbaden Army Community website at for local Garrison support and httt:// for city plans and attractions.

    Who May Apply:
    • Current Department of Defense Employee Applying to a DCMA Position
    • Interagency Career Transition Assistance Plan
    • Land Management Workforce Flexibility Act
    • Military Spouse Preference (MSP) for Overseas Employment
    • Military Spouses, under Executive Order (E.O.) 13473
    • Veterans Employment Opportunity Act (VEOA) of 1998
    QUALIFICATIONS: 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.

    Experience required: To qualify based on your work experience, your resume must describe at least one year of experience which prepared you to do the work in this job.

    Specialized Experience required: To qualify, applicants must possess one year of specialized experience equivalent to the next lower grade/level GS-11. Specialized experience is defined as: Experience in IT principles, methods, and practices in order to provide guidance, operational, and technical end-user computer support to customer; experience with IT life cycle management; and experience with information security (IS) and information assurance (IA) concepts, practices and procedures within the IT field.
    IT related work experience demonstrating the following: (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; and (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

    Education cannot be substituted for experience.

    You will be evaluated on the basis of your level of competency in the following areas:
    • Configuration Management
    • Information Assurance
    • Information Technology Configuration Management
    • Information Technology Customer Support
    • Systems Life Cycle
    Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-11).

    Applicants must meet basic eligibility requirements such as minimum qualifications, and other regulatory requirements by the closing date of the announcement.

    All selections under an announcement must be made within 6 months from the issuance date of the certificate referral list.

    Multiple positions may be filled from this announcement.


    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:

    Additional information

    • Two year trial/probationary period may be required.
    • Recruitment/Relocation/Retention Incentive will not be authorized.
    • Student Loan Repayment Program (SLRP) will not be authorized.
    • Defense National Relocation Program will not be authorized.
    • When you perform a Civilian Permanent Change of Station (PCS) with the government, the Internal Revenue Service (IRS) considers the majority of your entitlements to be taxable. Visit for more information.
    • Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19 at
    • On this overseas accompanied tour, medical and DoDDS special education services may not be available in the immediate location of this position.
    • 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.
    • Medical care may be provided by host nation providers. The availability and level of care at host nation medical facilities will vary by location. Movement overseas may require you to initiate a change in your health benefits plan to ensure coverage.
    • Pay retention may be offered to successful applicants for positions at overseas locations. For this provision to apply to employees already overseas, the selected individual would have to require a permanent change of station move and would have to be selected as a result of a recruitment effort that had been extended outside of the overseas command involved
    • 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.
    • 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

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    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.
    • Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
    • The Department of Defense (DoD) policy on employment of annuitants will be used in determining eligibility of annuitants. The DoD policy is available at:
    • In accordance with section 9902(h) of title 5, United States Code, annuitants reemployed in the Department of Defense shall receive full annuity and salary upon appointment. They shall not be eligible for retirement contributions, participation in the Thrift Savings Plan, or a supplemental or redetermined annuity for the reemployment period. Discontinued service retirement annuitants (i.e. retired under section 8336(d)(1) or 8416(b)(1)(A) of title 5, United States Code) appointed to the Department of Defense may elect to be subject to retirement provisions of the new appointment as appropriate. (See DoD instructions 1400.25, Volume 300, at
    • 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)
    • Selectees recruited outside the U.S. will have their eligibility for foreign area benefits determined at the time of hire.
    • Overseas allowances may be authorized in accordance with Department of State Standardized Regulation (DSSR) select table of contents DSSR and DoDI 1400.25 volume 1250
    Interagency Career Transition Assistance Program (ICTAP): The Interagency Career Transition Assistance Plan (ICTAP) provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP eligibility, 2) you apply under the instructions in this announcement, and 3) you are found well-qualified for this vacancy. Well-qualified is defined as meeting all of the minimum qualification standards and eligibility requirements as well as possessing skills that clearly exceed the minimum qualification requirements for the position. Under competitive delegated examining, an ICTAP eligible will be considered well-qualified if they attain an eligibility rating of 90 or higher, not including points for veterans' preference. You must provide proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation personnel action form. Information about ICTAP eligibility is on OPM's Career Transition Resources website.

    Your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine your eligibility, qualifications, and quality ranking for this position. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

    Credit will be given for appropriate unpaid experience or volunteer work.
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    Background checks and security clearance

    Security clearance

    Drug test required

    Position sensitivity and risk

    Noncritical-Sensitive (NCS)/Moderate Risk
    Trust determination process

    National security

  • Required Documents


    Required Documents

    The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc).

    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 b

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