TITLE 32 IT SPECIALIST (CUSTOMER SUPPORT) (MI G6)

Summary

THIS IS AN ARMY NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a TITLE 32 IT SPECIALIST (CUSTOMER SUPPORT) (MI G6), Position Description Number NGD2525P02 and NGD2526P02 and is part of the MI JFHQ Army, Michigan Army National Guard. MICHIGAN ARMY NATIONAL GUARD MEMBERSHIP IS REQUIRED. If you are not sure you are eligible for military membership, please contact a Michigan Army National Guard recruiter prior to applying for this position.

Duties

***THIS IS A TITLE 32 NATIONAL GUARD POSITION THAT REQUIRES MILITARY MEMBERSHIP*** This is a trainee position located in a State National Guard Headquarters in one of the following: CIO/J6/G6/; USPFO; Recruiting Retention Battalion. This trainee position is classified at less than the full performance level for recruitment and training purposes. The next higher/target level for this career ladder assignment is Information Technology Specialist (CUSTSPT), GS-2210-11, PD D2526P01. Assignments are progressively more difficult until the full performance level of GS-2210-11 is reached. Supervisory requirements are progressively less detailed as the incumbent gains more experience. GS9 This is a developmental position. The next full performance target level (FPL) for this career ladder assignment is Information Technology Specialist (CUSTSPT) GS-2210-11, D2526P01. The incumbent performs GS-2210-09 duties under closer than normal supervision. Must complete at least 12 months of specialized work experiences at this grade to successfully achieve the GS-2210-11 competency. The GS-2210-09 position task assignments become progressively more difficult until the target level GS-2210-11 is reached. Performs the basic duties and has the basic responsibilities as described in the GS-2210-11 position description; however, detailed assistance, guidance, and support from the supervisors and co-workers are provided, as required, until statutory and performance requirements for advancement to the next higher level are met. Receives formal and/or on-the-job instructions designed to familiarize incumbent with the functions and operations of the program area and work responsibility. Incumbent is provided practical experience in the application of related knowledge and applies professional and/or management theory, principles, and practices to complete the assigned work. GS11 This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. 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. 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. 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 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. 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. The above duty description doesn't contain all details of the official position description.

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. 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. WHO MY APPLY: AREA 1: Current permanent (Tenure 1 and 2) Federal Technicians/Employees of the Michigan National Guard and current temporary (Tenure 3 and 0) Federal Technicians/Employees of the Michigan National Guard who've held a temporary appointment with the Michigan National Guard for an accumulative 6 months within the last 12 months. AREA 2: All current military members of the Michigan National Guard. If the applicant is a member of the other service branch they MUST willing and eligible to immediately transfer to the appropriate branch of service. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Please note that if, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating can and will be adjusted to more accurately reflect your abilities, or you may lose consideration for this position. Your rating will be based on both your entire application package as well as the responses to the assessment questionnaire. Please follow all instructions carefully. Errors or omissions may affect your eligibility. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid work on the same basis as for paid experience. Part-time experience will be credited on the basis of time actually spent in appropriate activities. To receive credit for such experience you must indicate clearly the nature of the duties and responsibilities in each position held and the number of hours per week spent in such employment. Your qualifications will be evaluated on the above general and specialized experience, to include following competencies- knowledge, skills, abilities (KSAs): -Hardware -Operating Systems -Information Technology Customer Support

Education

You must meet the following Education requirement to qualify for education in lieu of specialized experience for this position: GS9 master's degree or equivalent graduate degreeor2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree GS11 Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree You must provide transcripts or other documentation to support your Educational claims. To receive credit for Education, you must provide 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. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13103983 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. Your resume showing: Contact Information-your name and the best way to contact you (DO NOT INCLUDE PII OR PHOTOGRAPH) For each relevant work experience, you MUST include: Job Title and Employer (including series and grade for any Federal positions) Start and end dates with month/year (e.g., 05/2019 - 08/2022) The number of hours you worked per week Ensure work experience descriptions are aligned with the job announcement and address all required qualifications. Brief descriptions should demonstrate your ability to perform the tasks at the required level as stated in the job announcement. When relevant or required for the position, include your possession of education/ certification/license and provide any required documentation such as transcripts, and/or details (type and date) of certifications and/or licenses. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position. For additional information see: What to include in your resume. 2. Other supporting documents: Standard Form 50(SF-50), Licenses, Certificates, DD-214 SF-50: If you are currently an onboard MING Federal Technician/Employee, then you MUST submit your most recent SF-50 at time of your application submission. If you are currently or have previously been employed by another Federal Agency or previously worked for our agency, please submit a copy of the last Notification of Personnel Action (SF-50).This is NOT a requirement for those that have never been employed by a Federal Agency or those currently employed by our agency. 3. Transcripts: Only a requirement if education is required OR you substitute education for specialized experience. Unofficial copies may be submitted for application purposes. To receive education credit transcripts MUST be submitted at time of application submission. 4. Current Military Branch Career Data Brief: Air- Career Data Brief: can be obtained through vMPF using the following steps: Navigate to https://vmpf.us.af.mil/vMPFNet40/Hub.aspx > Login > Career Data Brief (CDB) > View CDB > Print to Microsoft PDF > Save as a PDF. Army- Soldier Talent Profile: can be obtained through IPPS-A using the following steps: Navigate to https://ipps-a.army.mil Login > PKI Login > (login with CAC) > OK > My Soldier Talent Profile > Print. From here, you save the document as a PDF. If you are not currently serving in a Military compacity (any Branch or Service), please provide a letter of intent to join the Michigan Army National Guard. PLEASE NOTE: It is the applicant's responsibility to verify that information entered and/or uploaded, (i.e., resumes, supporting documents, official 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. Incomplete packets will not be considered for the position.

Additional information

SELECTIVE SERVICE: 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). MILITARY MEMBERS WITH BONUSES:Upon acceptance of a military technician position military members who are currently receiving a military Reenlistment/Extension Bonus (REB) or GI Bill-SR Kicker may lose incentive eligibility and may be subject to termination or suspension of incentive (includes indefinite and temporary technicians on assignment for more than 180 days in any continuous 12-month period). Are advised to meet with education specialist to review contract. NOTE: If the individual selected is currently on a Title 10 or Title 32 tour no action can be taken until he/she is released from tour.