IT SPECIALIST (CUSTOMER SUPPORT)

Summary

This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2526P02 and is part of the OH G6, Ohio Army National Guard. This position works in the customer support service desk section. Serves as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements.

Duties

As a IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, you will perform the following duties: 1. Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards. (40%) 2. Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports users on equipment and software; custom installation and maintenance of hardware and software; investigating and resolving problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving as a point of information for workstation operations. Receives, responds to, and ensures resolution of all types of help center calls. (40%) 3. Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training. (10%) 4. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program. (10%) Performs other duties as assigned. *The above duty description does not contain all details of the official position description. A copy of the entire position description can be found on FASCLASS by searching the position description (PD#:D2526P02). https://acpol2.army.mil/ako/fasclass/search_fs/search_fasclass.asp

Requirements

Ohio Army National Guard Membership is required. Males born after 31 December 1959 must be registered for Selective Service. Federal employment suitability as determined by a background investigation. May be required to successfully complete a trial period. Participation in direct deposit is mandatory. MILITARY REQUIREMENTS: Compatible military grade and assignment required within one year of the effective date of placement. This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard. Applicants who are not currently a member of the Ohio Army National Guard must be eligible for immediate membership. If you are not sure you are eligible for military membership, please contact an Ohio Army National Guard recruiter prior to applying for this position. Military Grades: E-4 through E-7. Other requirements: For positions requiring the operation of motor vehicles, candidates must have a valid state driver's license for the state in which they live or are principally employed. For positions requiring a security clearance (Secret or Top Secret) the applicant must possess or be able to obtain a clearance within one year of appointment.

Qualifications and evaluation

Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration. Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics): Information Technology Customer Support Troubleshooting

Education

Substitution of Education for Specialized Experience: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree. If you are using education to qualify for this position, you must provide official transcripts or other official documentation to support your educational claims. To receive credit for education, you must provide official documentation of proof that you meet the education requirements for this position.

How to apply

To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement 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. Follow the prompts to select your resume 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. 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/.

Required documents

To apply for this position, you must submit a complete Application Package which includes: 1. Resume showing current Military grade, current MOS, current unit of assignment, work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment, and all duties performed. 2. Official Transcripts (if substituting college education for work experience).

Additional information

***If serving under an incentive contract, termination of that incentive(s) will occur effective one day prior to your AGR, Permanent Military Technician, or Indefinite Military Technician start date. Temporary Military Technicians will have their incentive terminated if their tour exceeds 179 days in a continuous 12-month period.*** If you are a male applicant who was born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency (https://www.sss.gov/RegVer/wfRegistration.aspx).