Position:

This position is located within the Department of War Education Activity (DoWEA) Information Technology Division in Fort Campbell, KY. This job is open to The public U.S. Citizens, Nationals or those who owe allegiance to the U.S. Duties Responsible for oversight, management, coordination, and trend analysis of the DoWEA Helpdesk Trouble Ticket System Conduct extensive coordination and collaboration with internal agency staff, including senior leadership, and external customer staff. Monitor, coordinate, prioritize, verify, classify, route, track and follow-up of all customer service requests and projects. Provide senior level customer support services to users at the District Superintendent Office and schools within the district Advise the Chief Global Customer Support Services, superintendent and school administrators on all services, maintenance, software applications and other IT matters. Oversee the operations and activities of Tier 1 Level Customer Support. Communicates the organization's overall strategic plan integrating team efforts by assigning and distributing work based upon overall customer and mission requirements. Train or arrange for the training of team members and methods and techniques of team building and working in teams to accomplish tasks or projects. Serves as the IT Customer Support Services Branch subject matter expert and POC to the District Superintendent, Assistant Superintendent, and School Administrators in coordination of IT policies and objectives for assigned desktop support personnel. Advise on the implementation of standard operating procedures, software and controls to ensure appropriate levels of security. Requirements Conditions of employment Male 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 probationary period may be required. Appointment subject to a suitability/fitness determination, as determined by a background investigation. One year supervisory probation period may be required. This position requires a Tier 3 (T3) investigation. You may be required to sign a transportation agreement. Incumbent must obtain and maintain a Secret Security Clearance. Incumbent must possess IAT Level II (Intermediate) at time of appointment and must obtain remaining required Level 2 certifications within 6 months of selection

Qualifications Who 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.

Specialized Experience:

One year of specialized experience which includes: Managing team operations by distributing workload, monitoring reports and providing training. Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software. Monitoring and analyzing an information technology trouble ticket system. Providing customer support and guidance to management and staff on information technology connectivity issues and helpdesk service tickets. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). 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: leading others by setting the standards for the quality of work, even in the most difficult and/or high pressure circumstances; reviewing and editing work completed by others to ensure that the quality of work meets acceptable work standards. (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: using expertise and experience to address complex problems, questions, or complaints; anticipating customer needs and modify the team's work activities, processes, and practices to meet these needs; collaborating across team and outside of own team to organize planning sessions that elicit ideas for improving customer service and support. (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: clearly explaining and defending complex ideas, appropriately adapting to each audience's level of knowledge; actively listening and clarifying points when presenting highly complex and controversial findings; using well-constructed, fact-based arguments to persuade stakeholders/officials to take action on suggestions for improvement. (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 providing precedent setting solutions to unique problems not previously encountered; helping team make decisions which are complicated by the number and nature of existing policy, guidelines, and organizational goals; identifying the root causes of problems; developing systemic solutions to address them and prevent them from reoccurring You will be evaluated on the basis of your level of competency in the following areas: Education 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. Additional information Selection is subject to restrictions resulting from Department of War referral system for displaced employees. Salary includes applicable locality pay or Local Market Supplement. Multiple positions may be filled from this announcement. Be advised that effective Jan. 1 2018, under the Tax Cuts and Jobs Act, most civilian employee relocation allowances became taxable. The Relocation Income Tax Allowance (RITA) reimburses eligible employees for the additional Federal, State, and local income taxes incurred as a result of receiving taxable travel income. RITA does not apply to new government employees or employees returning from an overseas assignment for the purpose of separation from Government service. For more information, visit https://www.dfas.mil/civilianemployees/civrelo/Civilian-Moving-Expenses-Tax-Deduction.html . Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should email ra@dodea.edu . This position is not covered by a bargaining unit. 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 position requires a 1-year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Review our benefits How you will be evaluated 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 resume package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. 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. This is a Direct Hire Solicitation for Cyber Workforce Positions. Your resume will not be reviewed for qualifications until a selection is made . 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). Please review the following links to see which documents you need to provide to prove your eligibility to apply: Applicant Checklist External. 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 must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration. For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position. Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume. 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 additional information, to include formatting tips, see: What to include in your resume. 2.

License or Certification:

If this position requires a job-related licensure or certification, you MUST submit a copy of your license or certification with your application package or you will be rated ineligible. To determine if this position requires a job-related licensure or certification, please review the Qualifications section listed above. .

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. How to Apply 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 08/28/2026 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/13041796 ). Follow the prompts to select your résumé 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 DoWEA Headquarters 4800 Mark Center Drive Alexandria, VA 22311 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 for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration. Department of War Education Activity Department of War Education Activity (DoWEA), as one of only two Federally-operated school systems, is responsible for planning, directing, coordinating, and managing prekindergarten through 12th grade educational programs on behalf of the Department of War (DoW). DoWEA is globally positioned, operating 160 accredited schools in 8 districts located in 11 foreign countries, 7 states, Guam, and Puerto Rico. DoWEA employs approximately 15,000 employees who serve more than 72,000 children of active duty military and DoW civilian families. DoWEA is committed to ensuring that all school-aged children of military families are provided a world-class education that prepares them for postsecondary education and/or career success and to be leading contributors in their communities as well as in our 21st century globalized society. Agency contact information Army Applicant Help Desk Website https://portal.chra.army.mil/hr_public?id=app_inq Address DoWEA Headquarters 4800 Mark Center Drive Alexandria, VA 22311 US Visit our careers page Learn more about what it's like to work at Department of War Education Activity, what the agency does, and about the types of careers this agency offers.

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