Lead Information Technology Specialist (Customer Support)

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Lead Information Technology Specialist (Customer Support)

Department of Defense

Department of War Education Activity

Information Technology Division

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• Summary
• This job is open to
• Duties
• Requirements
• How you will be evaluated
• Required documents
• How to apply

Summary

About the Position:

This position is located at Peachtree City, Georgia with the Department of War Education Activitys Information Technology Division, Global Operations Branch.

The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA).

This position is obligated.

This is a Direct Hire Solicitation.

Learn more about this agency

Summary

About the Position:

This position is located at Peachtree City, Georgia with the Department of War Education Activitys Information Technology Division, Global Operations Branch.

The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA).

This position is obligated.

This is a Direct Hire Solicitation.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

Peachtree City, GA

No matching locations found.

Work site options

Telework eligible No Remote job No Relocation expenses reimbursed Yes-You may qualify for reimbursement of relocation expenses in accordance with agency policy. Salary $112,556 - $146,325 per year Pay scale & grade

GS 13

Promotion potential None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule Full-time Travel Required 25% or less - You may be expected to travel for this position.

Appointment type Permanent

Occupations and job series

• 2210 Information Technology Management

Supervisory status No Federal service type This job is in the Competitive Service Represented by a union No

Drug test No Security clearance Secret Position sensitivity and risk Noncritical-Sensitive (NCS)/Moderate Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

• Suitability/Fitness

Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number NC7X-26-13055774- DHA -R Control number 883448300

This job is open to

Help

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Duties

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• Coordinate with senior leaders to ensure movement of customer requests that have technological dependencies from other functional areas.
• Obtain high-level requirements associated with a request.
• Assign work to subordinates based on priorities, difficulty/complexity of assignments and capabilities of employees.
• Find ways to improve production or increase the quality of the work directed.
• Monitor and report on request escalations that require leadership visibility, direct communication with customer account managers or risks of not meeting agency contract requirements.
• Analyze and coordinate customer requests that enable the identification and delivery of IT services.
• Evaluate the feasibility of adapting new methods to enhance customer satisfaction.
• Coordinate customer requests, configuration and delivery of desktop computers and wireless devices, customer facing installation and maintenance of video teleconferencing equipment and support for telephone.

Requirements

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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.
• This position requires a Tier 3 (T3) investigation.
• You may be required to sign a transportation agreement.
• This position is covered by the Department of War Directive 8140.1 Applicants must obtain all required Information Assurance Technical (IAT) Level II certifications within 6 months of appointment.
• This position requires the incumbent to obtain and maintain a Secret Security Clearance.
• This positions requires the incumbent to have Information Technology Infrastructure Library (ITIL) v3 (or higher) Foundation Certification at the time of appointment.

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: Training staff members in usage and access procedures. Developing policy and process for information technology services to support a geographically diverse customer or client base. Coordinating with various customers or staff to manage the operation of information technology computer systems hardware or software. Conducting analysis of information technology service delivery performance metrics and reporting on findings. Providing customer support and guidance to management and staff on information technology issues. 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) in IT operations in large complex environments such as spanning multiple countries and working with remote technicians 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 completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.

(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 resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.

(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 convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information.

(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: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate.

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

• This position is obligated. An obligated position is one to which an employee has statutory restoration rights based on active military service, compensable injury or disability when fully recovered, return rights based on having served an overseas tour(s), and may also cover employees who have been on extended leave without pay under certain circumstances. During the obligation period, the position may be filled on a temporary or permanent basis. The selected employee is required to sign an agreement acknowledging that (s)he is aware of the obligation and accepts the fact that (s)he may be displaced under reduction in force procedures at a later time.
• 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 notify David Walton 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.

Expand Hide additional information

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.

Benefits

Help

Review our benefits

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

This is a Direct Hire Solicitation for a Cyber Workforce Position. Your resume will not be reviewed for qualifications until a selection is made.

If, after reviewing your resume and/or supporting documentation, and a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.

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.

Benefits

Help

Review our benefits

Required documents

Required Documents

Help

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 or attempting to use formatting or other methods to circumvent the two-page limit, will be removed from consideration.
• For each relevant work experience, make sure you include the employers 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 whats 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. Other supporting documents:

• Cover Letter, optional
• Most recent Performance Appraisal, if applicable
• 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 persons 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

Help

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 09/14/2026 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/13055774).
• 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.

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy

Financial suitability New employee probationary period

Privacy Act Reasonable accommodation policy

Selective Service Signature and false statements

Social security number request

Required Documents

Help

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 or attempting to use formatting or other methods to circumvent the two-page limit, will be removed from consideration.
• For each relevant work experience, make sure you include the employers 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 whats 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. Other supporting documents:

• Cover Letter, optional
• Most recent Performance Appraisal, if applicable
• 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 persons 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

Help

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 09/14/2026 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/13055774).
• 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/.

Expand Hide how to apply

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.

Expand Hide next steps

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy

Financial suitability New employee probationary period

Privacy Act Reasonable accommodation policy

Selective Service Signature and false statements

Social security number request

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 its like to work at Department of War Education Activity, what the agency does, and about the types of careers this agency offers.

http://www.dodea.edu

Summary

About the Position:

This position is located at Peachtree City, Georgia with the Department of War Education Activitys Information Technology Division, Global Operations Branch.

The Department of Defense Education Activity (DoDEA) is transitioning to the Department of War Education Activity (DoWEA).

This position is obligated.

This is a Direct Hire Solicitation.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

Peachtree City, GA

No matching locations found.

Work site options

Telework eligible No Remote job No Relocation expenses reimbursed Yes-You may qualify for reimbursement of relocation expenses in accordance with agency policy. Salary $112,556 - $146,325 per year Pay scale & grade

GS 13

Promotion potential None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule Full-time Travel Required 25% or less - You may be expected to travel for this position.

Appointment type Permanent

Occupations and job series

• 2210 Information Technology Management

Supervisory status No Federal service type This job is in the Competitive Service Represented by a union No

Drug test No Security clearance Secret Position sensitivity and risk Noncritical-Sensitive (NCS)/Moderate Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

• Suitability/Fitness

Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number NC7X-26-13055774- DHA -R Control number 883448300

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