Summary
Defense Finance and Accounting Services (DFAS) mission is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information.
Responsibilities
Provides technical assistance to customers to minimize disruptions of computer operations.
Collects information regarding unresolved problems requiring highly specialized expertise and routes these problems to Tier Two support technicians.
Maintains complete status of trouble tickets for reference and reporting purposes.
Reviews, validates, and standardizes problem resolutions for inclusion in the problem resolution database.
Develops quality program using defined standards, documents the program, policies, and processes, and conducts quality reviews, recording the results in quality program tracking system.
Qualifications
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. 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.. Human Resources will determine your qualifications for each entry grade level based on your interest and the additional following criteria. Resumes for federal government positions need more detailed work descriptions and accomplishments than a typical private sector resume. Please be sure to clearly describe this in your resume. Combinations of education and experience may also be sufficient. 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. BASIC REQUIREMENT 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:FOR ENTRY AT THE GS-12: 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 described as: Providing customer service and support methods by troubleshooting, analyzing, evaluating, testing, diagnosing problems and rendering immediate resolutions. Performs software access, recovery, removal, installation, delivery services and assists with problematic trends and patterns in new or modified systems and services. 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. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement. The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.
Education
Education is not substitutable for specialized experience at this grade level.