IT Service Desk and Incident Response Specialist

Quick Facts

• Role: IT Specialist responsible for IT support activities during FEMA incident response
• Deployment: Reports to the Logistics Section Chief; subject to recall for emergency management operations
• Appointment: 2-year temporary appointment under the IMAT CORE program (Stafford Act excepted service)
• Pay: Starting $56.20/hour; maximum $82.89/hour (includes locality pay)

Description

You will manage all Information Technology (IT) support activities at an incident site in accordance with federal IT laws and FEMA CIO directives and policies. Responsibilities include supervising communications/IT operations, ensuring Incident Command System (ICS) compliance, establishing and operating an IT Service Desk using the Remedy HD management tool, and performing advanced troubleshooting, installation/configuration, maintenance, and equipment decommissioning. When not deployed, you will participate in national/regional/state exercises and support training, planning, and disaster communications readiness.

Responsibilities

• Supervise operations of Communications Unit(s)
• Ensure organizational structure is appropriate and ICS compliant; ensure subordinates are qualified; manage priorities and performance
• Identify and coordinate communications infrastructure requirements for FEMA facilities; oversee establishment of IT infrastructure with other FEMA components
• Establish and operate an IT Service Desk using Remedy HD; serve as a technical focal point for IT customer support services
• Perform advanced system troubleshooting and system management
• Install and configure FEMA-approved software; troubleshoot and maintain hardware and software applications
• Decommission equipment and submit/track NiOS orders to the Mobility Service Center
• Coordinate Joint Field Office closeout, establish demobilization timeline, recover equipment, and ensure proper closeout of contracts
• Attend required training and emergency management workshops; support FEMA Qualifications System certification
• Provide input to development/execution/documentation of functions and plans affecting FEMA mission and operational responses
• Provide basic disaster-related instruction to regions and state/local authorities
• Support development of national catastrophic all-hazard planning
• Assist with plans, goals, and objectives for new initiatives and programs
• Provide disaster communications training and ensure team IT/communications systems are Fully Mission Capable

Requirements

• U.S. citizenship
• Pass and maintain a background investigation for Public Trust/Moderate Risk
• Selective Service registration required
• Obtain and maintain a Government travel card; travel required
• May be required to be on a 24-hour on-call schedule during emergency response periods
• 1 year of specialized experience equivalent to at least IT-02, including: leading an IT team in an emergency response environment; coordinating facility setup/closeout to identify communications needs; interpreting Incident Action Plans (IAP) and identifying resources needed
• Demonstrated competencies: attention to detail, customer service, decision making, information management, interpersonal skills, oral communication, problem solving, reasoning, teamwork, and technical competence
• Attend a three-week in-person training course in Emmitsburg, Maryland within six months of onboarding

Benefits

• Health, dental, vision, life, and long-term care insurance
• Retirement plan and Thrift Savings Plan (similar to a 401(k))
• Flexible Spending Account; Employee Assistance Program
• Personal leave days and paid federal holidays
• Additional potential benefits: flexible work schedules, tuition reimbursement, transportation subsidies, uniform allowance, wellness programs, and fitness centers
• Employee development and training opportunities