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ARMY POSITION DESCRIPTION
 

PD#: HU561746

Sequence#: VARIES

Replaces PD#:   

IT SPECIALIST (CUSTOMER SUPPORT)

GS-2210-11

Organization Title:

POSITION LOCATION:

Servicing CPAC: KAISERSLAUTERN, GERMANY

Agency: VARIES

Installation: VARIES

Army Command: VARIES

Region: EUROPE

Command Code: VARIES

POSITION CLASSIFICATION STANDARDS USED IN CLASSIFYING/GRADING POSITION:

Citation 1: OPM JFS FOR ADMIN WORK IN INFOR TECH GRP, GS-2200, OCT 2018

Supervisory Certification: I certify that this is an accurate statement of the major duties and responsibilities of this position and its organizational relationships, and that the position is necessary to carry out Government functions for which I am responsible. This certification is made with the knowledge that this information is to be used for statutory purposes relating to appointment and payment of public funds, and that false or misleading statements may constitute violations of such statutes or their implementing regulations.

 

Supervisor Name: DAVID SOROKA

Reviewed Date: 10/22/2021

Classification Review: This position has been classified/graded as required by Title 5, U.S. Code in conformance with standard published by the U.S. Office of Personnel Management or if no published standards apply directly, consistently with the most applicable published standards.

 

Reviewed By: MOLLY YEARGLE

Reviewed Date: 07/15/2021

POSITION INFORMATION:

Cyber Workforce:

  • Primary Work Role: VARIES
  • Additional Work Role 1: VARIES
  • Additional Work Role 2: VARIES

FLSA: EXEMPT

FLSA Worksheet: EXEMPT

FLSA Appeal: NO

Bus Code: VARIES

DCIPS PD: NO

  • Mission Category: VARIES
  • Work Category: VARIES
  • Work Level: VARIES

Acquisition Position: NO

  • CAP:  
  • Career Category:  
  • Career Level:  

Functional Code:  

Interdisciplinary: NO

Supervisor Status: VARIES

PD Status: VERIFIED

CONDITION OF EMPLOYMENT:

Drug Test Required: VARIES  

Financial Management Certification:

Position Designation: VARIES

Position Sensitivity: VARIES

Security Access: VARIES

Emergency Essential:   

Requires Access to Firearms: VARIES

Personnel Reliability Position: VARIES

Information Assurance: VARIES

Influenza Vaccination:  

Financial Disclosure: VARIES

Financial Disclosure: NO  

Enterprise Position: VARIES

POSITION ASSIGNMENT:

Competitive Area: VARIES

Competitive Level: VARIES

Career Program: VARIES

Career Ladder PD: NO

Target Grade/FPL: 11

Career Pos 1:    

Career Pos 2:    

Career Pos 3:    

Career Pos 4:   

Career Pos 5:    

Career Pos 6:   

POSITION DUTIES:

Serves as an Information Management Officer (IMO) for the Army Enterprise Service Desk–Europe and Africa (AESD-EA). The AESD-EA is the single, initial technical support point of contact (POC) for IT users on a 24/7/365 basis throughout the 2d Theater Signal Brigade (2TSB). The IMO provides technical support for a commercial call center system, stand-alone and virtual computers, peripheral equipment, specific software applications, and maintains a Cisco Unified Communication Suite designed to facilitate the call center operations of the AESD-EA. The IMO liaises with the local Network Enterprise Center (NEC), 2TSB, and Regional Cyber Center (RCC)-Europe to ensure information technology requirements for the AESD-EA are met and accomplishes the various IMO duties prescribed pertinent regulations. Incumbent will require routine and recurring access to classified Secret collateral information, materials, facilities, or systems.

MAJOR DUTIES:

1. As an AESD-EA IMO, provides information management services for the primary headquarters building and satellite offices where the duties include configuration, troubleshooting, customer assistance, and training to support mission requirements.

a. Receives in-person requests, calls, and/or trouble tickets to perform as AESD-EA’s first-line point of contact (POC) for the troubleshooting of IT equipment, software, or process failures and responds to IT/IM inquiries from individuals throughout the AESD-EA. Analyzes and diagnoses difficult & complex hardware, software, networks, and systems problems reported by IT users pertinent to a wide variety of software applications, operating systems and IT equipment. Refers customers to appropriate resources for inquiries or resolution of problems.

b. Serves as a customer advocate within the AESD-EA performing IT support missions. Performs duties associated with customer support functions. Provides recommendations to customers, other team members, and management, based on independent research and technical evaluation of available equipment, services, software, and networking capabilities taking test results and available performance reports into account. Ensures timely customer service and support in order to minimize downtime.

c. Uses knowledge of IT concepts, principles and methods to perform analysis and provide solutions to problems. Serves as a problem solver and advisor to AESD-EA personnel for various microcomputer operations support. Investigates frequent and significant transmission/communications software problems and coordinates solutions.

d. Utilizes Remedy to track workload, significant issues, and events in order to facilitate trend analysis in customer needs.

e. Coordinates and monitors all common-user Command, Control, Communications, Computers, and Information Management (C4IM) baseline and above baseline service delivery and support. Identifies and assists with validating requirements and funding for baseline and above baseline services. Coordinates and monitors all C4IM above-baseline and all common-user C4IM service delivery, support, and funding.

f. Follows DoD, CIO/G-6 and NETCOM IMO regulations, policies, guidance, and procedures at all times and provides regular feedback to management to ensure that applicable documentation is kept current.
(60%)

2. Responsible for assisting with AESD-EA’s asset management and accountability of all IT assets (hardware/software licenses) across the organization and in some cases will serve as Hand Receipt Holder responsible for asset accountability of IT and non-IT assets within their assigned Area of Responsibility (AOR). Contributes to research for potential ordering of Information Technology hardware and software and for utilization of current assets to support new capabilities. Prepares computer equipment for turn-in by following guidelines established by the Department of the Army (DA) and organizational procedures. Coordinates with, as applicable, vendors, supply personnel and other IMOs, contractors, and Hand Receipt Holders for IT asset acceptance, distribution, tracking, vendor warranty, contractual documentation, asset management data entry, and adaptation of guidelines and policy to assure asset accountability. Incumbent will assist with regular audits to ensure total IT asset accountability is maintained. (15%)

3. Serves as the AESD-EA’s POC for all facility management actions. Responsible for requesting, supporting, and tracking facility management activities consisting of, but not limited to, all maintenance, repair, renovation and construction work related to AESD-EA and its facilities. Assists with establishing priorities and determining the application of available resources to develop facility management tasks. Ensures representation on installation planning and review boards, pre-construction reviews, in-process reviews, and final acceptance inspections on all projects having an impact on any AESD-EA facilities. Assists with establishing policies and procedures to carry out these functions within the organization. Oversees building service operations and manages all service maintenance activities for AESD-EA. (10%)

4. Maintains Cisco Unified Communication Suite to include UCCX applications such as Call Center script(s), agents, phones and skill groups. Manages Call Manager user accounts and end point devices. Acts as liaison with RCC-E personnel to triage, troubleshoot and remediate Call Center and Call Manger issues affecting AESD ensuring a positive response for all assistance requests. (15%)

Performs other duties as assigned.

Factor 1. Knowledge Required by the Position: Level 1-7, 1250 points

Knowledge of Information Technology concepts, principles, methods and practices and a wide range of IT techniques, requirements, and procedures, including familiarity with the approaches of the ESD other organizations within the US Army European Theater, other government agencies, and the private sector.

Knowledge of methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems to provide support that minimizes interruptions in the customer's ability to carry out the mission.

Knowledge of customer support concepts and methods, installed operating systems, and the IT infrastructure to serve as a customer technical analyst with responsibility for resolving the most complex customer problems throughout the community.

Ability to define clear-cut problem areas, to gather and analyze factual data, to form and communicate conclusions and recommendations for recurring and continuing assignments of limited scope and complexity, or to provide input on a portion of a more complex project.

Knowledge of agency information processing standards, policies, and procedures to analyze and advise managers on systems matters and evaluate the need for changes in existing policies and procedures.

Knowledge of systems analysis, design, methodologies, and IT equipment characteristics to advise users on IT questions and problems.

Knowledge of, and skill in applying customer support concepts and practices and new customer support technologies sufficient enough to evaluate and report on new tools and trends in the customer support field, organize vendor demonstration sessions for other specialists, and recommend purchase of new tools to enhance the delivery of customer support services.

Knowledge of managing a Cisco Unified Communication suite and their associated UCXX applications, call center scripts, agents, phones and skill groups.

Knowledge of call flows and call legs and how they impact Cisco Unified Communications Manager.

Skill in Call Manager administration managing user accounts and end point devices to include enabling telephony features.

Knowledge of Unified CCX editor to include creating, updating, saving, uploading, debugging and testing scripts.

Skill in effective oral and written communication to provide advice and guidance to customers, such as giving instructions in a transparent manner, preparing reporting documents, and representing the organization in interactions with other organizations.

Knowledge of managing a Cisco Unified Communication suite and their associated UCXX applications, call center scripts, agents, phones and skill groups. Knowledge of call flows and call legs and how they impact Cisco Unified Communications Manager. Skill in Call Manager administration managing user accounts and end point devices to include enabling telephony features. Knowledge of Unified CCX editor to include creating, updating, saving, uploading, debugging and testing scripts.

Factor 2. Supervisory Controls: Level 2-4, 450 points

The supervisor sets the overall objectives and assigns general priorities, in consideration with the employee’s recommendations, and concerns regarding needs and problem areas in overall job requirements. The employee plans, organizes and responds to crises. Troubleshoots customer calls to provide technical advice and coordinates work with others as necessary. The employee keeps the supervisor informed through oral or written reports, those situations/approaches that have a potential policy impact, or potentially controversial in nature. A review will be completed on work for its overall effectiveness in meeting user requirements, quality of technical advice and recommendations, and compatibility of work results with other work overall standpoint in terms of feasibility and effectiveness in meeting requirements or expected results.

Factor 3. Guidelines: Level 3-3, 275 points

Guidelines primarily exist in the form of general Command policy, legislation, stated technical objectives, or comparable guidance requiring extensive interpretation and definition. Guidelines consist of ESD IT policies, processes, standards and directives, precedents, and constraints imposed by related systems due to the various programs and applications. Typically the major constraints are those imposed by the computer technology. Judgment is required in areas such as developing ways to obtain data on and evaluate the significance of technological advances in a specialty area. The incumbent should interpret conflicting legislation and overall objectives, isolate areas that need development or study and devise and plan projects for its accomplishments.

Factor 4. Complexity: Level 4-4, 225 points

The work consists of a variety of duties that involve many different and unrelated processes and methods pertinent to the IT field. The employee makes decisions that involve major uncertainties with regard to the most effective approach or methodology to be applied. The employee uses judgment and originality by interpreting data, planning the work, and refining or developing new standards, methods and techniques being used.

Factor 5. Scope and Effect: Level 5-3, 150 points

The work involves resolving a variety of IT problems, performing troubleshooting and analyzing particular areas of concerns, e.g., systems, hardware, equipment characteristics, etc., in order to take appropriate corrective action and ensure optimal use of IT services. The work involves developing or modifying plans, policies, and contractual requirements to respond to changes in the customer business requirements as pertains to IT service desk support. This directly impacts the effectiveness of service provided to the customers in the US Army European Theater. The work also involves assigned projects for reviewing, analyzing, evaluating, making recommendations on, and processing customer support requirements. It includes planning and formulating procedures, obtaining resources, developing technical specifications, and monitoring, evaluating and recommending a revision to plans and procedures that significantly affect automation support. The work results in the resolution of IT problems that provides customer support to end users carrying out the mission by reducing downtime and optimizing IT services.

Factors 6 & 7. Personal Contacts/Purpose of Contacts: Level 3B, 110 points

Contacts are with end users, customers, IT staff, to include those from other Government organizations and contractor personnel. The purpose of the contacts is to plan and coordinate work requirements, resolve problems, monitor production, and correct errors, answer questions on system capabilities and outputs, relay instructions, and represent the team in meetings within the organization. Contacts with customers at the Service Desk Level may include those who may be skeptical or uncooperative, requiring incumbent to be skillful in communicating to resolve IT problems, provide status, discuss policy and acceptable procedures, or governing directives. Contacts typically involve identifying options for resolving problems.

Factor 8. Physical Demands: Level 8-1, 5 points

The work is primarily sedentary. Some work may require, standing, bending, or driving a motor vehicle to activities such as business meetings or delivering equipment. Employees may carry light items such as books, instruments, computer systems, and other similar materials.

Factor 9. Work Environment: Level 9-1, 5 points

Work is performed in a typical office or computer room setting with adequate lighting. The work area normally involves everyday risks or discomforts requiring safety precautions typical of offices or meeting and training rooms or may involve occasional exposure to conditions in production facilities, or laboratories requiring normal safety precautions to guard against high noise levels.

Total Points: 2470
GS-11 Point Range: 2355-2750

 
*** This position is eligible for certification IAW DoD 8570-01-M, 12/19/05.


Fair Labor Standards Act (FLSA) Determination = (EXEMPT)

 

1. Availability Pay Exemption - (e.g., Criminal Investigators, U.S. Customs and Border Protection pilots who are also Law Enforcement Officers).

 

2. Foreign Exemption - (Note: Puerto Rico and certain other locations do not qualify for this exemption – See 5 CFR 551.104 for a list of Nonexempt areas.)

 

3. Executive Exemption:

    

a. Exercises appropriate management responsibility (primary duty) over a recognized organizational unit with a continuing function, AND

    

b. Customarily and regularly directs 2 or more employees, AND

    

c. Has the authority to make or recommend hiring, firing, or other status-change decisions, when such recommendations have particular weight.

 

4. Professional Exemption:

    

a. Professional work (primary duty)

    

b. Learned Professional, (See 5 CFR, 551.208 ) (Registered Nurses, Dental Hygienists, Physician’s Assistants, Medical Technologists, Teachers, Attorneys, Physicians, Dentists, Podiatrists, Optometrists, Engineers, Architects, and Accountants at the independent level as just some of the typical examples of exempt professionals). Or

    

c. Creative Professional, (See 5 CFR, 551.209 ) (The primary duty requires invention and originality in a recognized artistic field (music, writing, etc.) and does not typically include newspapers or other media or work subject to control by the organization are just some examples of Creative Professionals). Or

    

d. Computer Employee, (See 5 CFR, 551.210 ) ( must meet salary test and perform such duties as system analysis, program/system design, or program/system testing, documentation, and modification). Computer manufacture or repair is excluded (non-exempt work).

 

5. Administrative Exemption:

    

a. Primary duty consistent with 5 CFR 551 (e.g.; non-manual work directly related to the management or general business operations of the employer or its customers), AND job duties require exercise of discretion & independent judgment.

  FLSA Conclusion:
  Exempt
  Non Exempt


FLSA Comments/Explanations:

Position is located overseas.


CONDITIONS OF EMPLOYMENT & NOTES:

1. Must be able to obtain and maintain a secret security clearance. Must be able to obtain and maintain a Favorable T5/SSBI security investigation. This position is designated as Critical Sensitive, Tier 5.

2. The IT classification for this position is IT Level I. The incumbent must be able to obtain and maintain the security background investigation and clearance requirements for IT Level I.

3. Must be able to obtain commercial certification credential as directed by DoD Directive 8570.1/ 8140 “Information System Certification” with 6 months of acceptance.

4. Must be able to obtain and maintain a USAREUR Driver's license.

5. This position requires the employee to occasionally travel from the normal duty location up to 10% TDY.

6. Duties of the position requires shift work.

7. This position is Mission Essential. In the event of severe weather conditions or other such emergency type situations (natural or man-made disaster) the incumbent is required to report to work or remain at work as scheduled to support mission operations.

8. May be required to work overtime and other than normal duty hours which may include evenings, weekends, and/or holidays.

9. Call back and emergency duty are regular requirements of this position.



POSITION EVALUATION:

8.17.2021 - updated supervisory certification and minor pen and ink changes to duties per mgmt. request; no impact to overall classification of PD. MY

10.20.2021 - minor pen and ink changes per mgmt. request; no impact to overall classification of PD. MY