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Summary See below for important information regarding this job. Responsibilities Communication with customers via phone, email or other messaging tools, perform diagnostic tests and troubleshooting, provide accurate information on products and services, develop and implement technical procedures Serves as a senior level technician for issues affecting DLA's worldwide enterprise IT production capabilities, including networks, applications, hardware, mobility devices and information systems. Manages, advises, and reports relevant metrics on the performance of worldwide enterprise IT production capabilities, at a minimum to the branch chief/regional manager level... These include networks, applications, hardware, and information systems, as well as maintaining frequent communication with peers and managers Ensures J6 support is effectively integrated and aligned to both the MSC and J6 mission objectives, business plans and strategic goals Requirements Conditions of Employment Qualifications To qualify for an IT Specialist (CUSTSPT) , your qualifications must include: A.Specialized Experience: Specialized experience is experience that equipped the applicant with the particular, knowledge skills and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 level. Examples of specialized experience are identified in the Major Duties section of this vacancy announcement and also include: develops and implements technical procedures, determines configuration need, educates customer on hardware/software use to prevent recurrence of technical problems, and acts as liaison between IT unit and the customer operates and works with hardware for end-user use including iPhones, Tablets, CPUs, monitors, laptop computers, local printers, network printers, local and network scanners, Video Teleconference Systems and other peripheral devices Serves as a senior level technician for issues affecting DLA's worldwide enterprise IT production capabilities, including networks, applications, hardware, mobility devices and information systems. Monitor performance and availability of underlying architectural layers Directly provides or coordinates IT customer support for senior leaders, including MSC/J Code Directors and SES. This level of support covers all aspects of IT support including but not limited to: answering questions/helping with coordinating OCONUS wireless and IT support; hardware and software support; Individuals must have IT-related experience demonstrating each of the four competencies listed below. 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. 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 directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Substitution of education may not be used in lieu of specialized experience for this grade level. Additional Information For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025\_vol300.PDF Information for Veterans is available at: https://www.dla.mil/Careers/Programs/. As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement. Drug-Free Workplace Policy The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing. Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing. The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids. ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal.