Summary About the Position: These positions are located at the Global Customer Support Service Branch, CSS Team Europe Section, in Vogelweh, Germany and Vicenza, Italy. Federal employees in Vogelweh, Germany are currently entitled to receive a 30% Post Allowance (COLA), and those in Vicenza, Italy are currently entitled to receive a 15% Post Allowance (COLA) in addition to the base salary. These amounts are subject to change at any time. This is a Direct Hire Solicitation. Responsibilities Diagnosing and analyzing hardware and software problems for on-the-spot repair, replacement, or referral for contractor repair. Investigating equipment failure and malfunctions at the user level for immediate repair or correction, determining if the problem is with the hardware or the software and what must be done to correct the situation. Analyzing software and hardware requirements to support administrative, educational, and web based services. Serving as the technical advisor for questions concerning system hardware and software. Requirements Conditions of Employment 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; if qualifying based on education, your transcripts will be required as part of your application. Specialized Experience: One year of specialized experience which includes providing immediate response and resolution to information technology tickets; analyzing information technology helpdesk tickets for escalation; diagnosing hardware or software problems; and briefing senior leadership and providing status updates on projects and challenges. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11). This specialized experience includes, or was 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. 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. 4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 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 at the GS-12 grade level. 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. Education Additional Information Applicants must comply with the Exceptional Family Member Program requirements as outlined in the DoD Instruction 1315.19. Applicants must be U.S. citizens who are not considered Ordinarily Resident under the applicable Status of Forces Agreement (SOFA). An ordinarily resident is anyone who has lived in the host country longer than the allowed number of days without being a member of the forces assigned, civilian component or a family member of either the aforementioned or who has obtained a work permit for any duration. Ordinarily Resident restrictions apply and vary depending on the host nation. Applicants who have family members with special medical needs should ensure that prior to accepting a position overseas their family members' medical needs can be met. Access to care in a military treatment facility may not be available to civilian employees except on a space available basis. Consequently, host nation medical facilities may be the only care available. The availability and level of care at host nation medical facilities will vary by location. Employees (and family members) who require medical or dental care in the overseas location 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 and dental care may be provided by host nation providers. The availability and level of care at host nation medical and dental facilities will vary by location. Status candidates subject to the 5 year overseas rotation, who are currently overseas, must have enough time to meet the initial tour stated in the job announcement. Waivers may not be granted to meet the 5 year limitation requirement. Status applicants in their fourth year of an overseas assignment cannot be selected unless a waiver of the 5 year overseas service limitation requirement is approved. 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). Overseas allowances may be authorized in accordance with Department of State Standardized Regulation (DSSR) and DoDI 1400.25 volume 1250. http://www.dtic.mil/whs/directives/corres/pdf/1400.25-V1250.pdf Selectees recruited outside the U.S. will have their eligibility for foreign area benefits determined at the time of hire. 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. The initial length of this overseas tour is 36 months. Applicants with a disability who need a reasonable accommodation for any part of the application or hiring process should notify David Walton ra@dodea.edu This position is not covered by a bargaining unit. You can find more information about this vacancy in the How You Will Be Evaluated section.