SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number T57023P1 and is part of the DE Department of Information Mgmt, National Guard.

Duties

GS-2210-12: 1. Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. Reviews and approves: work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted. Gives advice, counsels, or instructs individual employees, on both work and administrative matters. Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints. Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates. Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans. 2. Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk. Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services. Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others. Maintains knowledge of expertise area through research, education, training, and on the job experiences. 3. Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns. Develops and maintains problem tracking and resolution databases. The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries. Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of information technology assets. 4. Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers. Provides customer training on IT systems and processes as required. Performs other duties as assigned.

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):

Education

There are no substitution of education for specialized experience at GS-12

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/13086917 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 work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed. 2. Other supporting documents: Resume (Required), Transcripts & any other supporting documents for qualification purposes. 3. Online Application: Questionnaire 4. Resume: Your resume may NOT exceed two pages, and the font size should not be smaller than 10 pts. You will not be considered for this vacancy if your resume is illegible/unreadable. Additional information on resume requirements can be located under "How To Apply". 5. Transcripts/Registration/License: If qualifying on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license. 6. Current or Former Federal Civilian Employees (includes current Air Force employees): You must submit a legible copy of a SF-50, Notification of Personnel Action. 7. Promotion Consideration: If you wish to be considered as a promotion candidate and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one-year time-in-grade requirements. You will need to provide additional SF-50s which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-Grade, Grade/Range Increases, and SF-50s with an effective date more than one year old). OPTIONAL DOCUMENTS: Performance Appraisals for Current Federal Civilian Employees - Most recent performance appraisals (dated within last 3 years) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. Awards for Current Federal Civilian employees - List any awards received within the last 3 years on the resume. Note: Applicant must not submit award Notification of Personnel Actions (SF50s).

Additional information

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)).