IT SPECIALIST (CUSTSPT) TITLE 32 PERMANENT

Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTSPT) TITLE 32 PERMANENT, Position Description Number D2526P02 and is part of the NH ARNG DCSIM, National Guard This vacancy is to gather applications that may or may not result in a referral or selection.

Duties

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. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. Work is performed in a tiered Service Desk environment involving support to multiple sites for the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements. MAJOR DUTIES: 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. 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. 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. 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.

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): Customer Service, Database Administration, Process Control.

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

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. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13003880 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. A COMPLETE RESUME IS REQUIRED. Your full name, address, civilian email address (no .gov or .mil) and current telephone number must be on your resume. Your resume must clearly demonstrate experience that meets the requirements of this position. In describing your experience, please be clear and specific. We will not make assumptions regarding your experience. Your resume must show experience where you worked, job title, duties and accomplishments, employer's name and address, supervisor's name and phone number, starting and end dates (Mo/Yr), hours per week & salary. Incomplete resumes will result in the applicant not being considered for the position. 2. References must be submitted with the application packet. (Minimum of 3 references required) 3. Prior/current Federal employees are required to submit their most recent SF 50 with their packet. The SF-50(s) must reflect the highest grade and step held in Federal Service that demonstrates one year time in grade. 4. A complete application package, including all supporting documents (i.e., resumes, copies of transcripts if required, licenses, All FAA Certifications and Credentials, and any other supporting documents etc.), must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration. 5. Copies of transcripts must be provided at the time of submission with the application packet. Failure to do so will result in the applicant not being considered for the position. Selected individual may be required to provide official transcripts prior to placement into this position. PLEASE NOTE: It is the applicant's responsibility to verify that information entered and/or uploaded, (i.e., resumes, supporting documents, transcripts (copies) if needed, licenses, SF 50 etc.) is received, accurate, and submitted by the closing date. You may verify your documents have been processed with your application package successfully prior to the announcement closing. Uploaded documents may take up to one hour to clear the virus scan. Human Resources WILL NOT modify, change or add anything to your application packet after the closing date. Human Resources WILL NOT divulge if you are qualified or not for the position. Incomplete packets will not be considered for the position.

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." In addition, all job announcements now include a link to USAJOBS, Equal Employment Opportunity Policy, which affirms that candidates will not be hired based on their race, sex, color, religion, or national origin. This agency participates in the Fair Chance Act, Title 5 USC 9202 Limitations on requests for criminal history information. An employee of an agency may not request, in oral or written form (including through the Declaration for Federal Employment (Office of Personnel Management Optional Form 306) or any similar successor form, the USAJOBS internet website, or any other electronic means) that an applicant for an appointment to a position in the civil service disclose criminal history record information regarding the applicant before the appointing authority extends a conditional offer to the applicant. Certain exceptions do apply to this Act. 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 (Register | Selective Service System : Selective Service System (sss.gov)).