at Army National Guard Units in Springfield, Illinois, United States
Job Description
Summary THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTSPT) (TITLE 5), Position Description Number T57022P1 and is part of the IL RRB, National Guard. Responsibilities As a IT SPECIALIST (CUSTSPT) (TITLE 5), GS-2210-11, you will serve as a customer support specialist performing work involving analytical and evaluative duties related to classified and unclassified 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. Works with users to test and evaluate a variety of software packages. 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 researches database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. This is NOT an all-inclusive list of duties. Requirements Conditions of Employment Federal employment suitability as determined by a background investigation. May be required to successfully complete a probationary period. Participation in direct deposit is mandatory. Must obtain and maintain appropriate security clearance. This position is subject to provisions of the DoD Priority Placement Program. This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this position. May occasionally be required to work other than normal duty hours; overtime may be required. THIS POSITION CONDUCTS INFORMATION ASSURANCE FUNCTIONS. THE INCUMBENT SHALL COMPLY WITH THE REQUIREMENTS OF THE CERTIFICATION PROGRAM AND WILL BE REQUIRED TO OBTAIN AND MAINTAIN CERTIFICATION. CERTIFICATION REQUIREMENTS ARE OUTLINED IN DOD INSTRUCTION 8570.01-M. This position is designated as Essential Personnel and may be subject to duty in preparation for, or in response to, a state emergency or disaster declaration. Qualifications GENERAL EXPERIENCE: To qualify for this position, your resume must reflect sufficient experience and/or education to perform the duties of the position for which you are applying. Your resume is key in evaluating your experience, as it relates to this position. Therefore, we encourage you to be clear and specific when describing your work experience. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09 Level. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. SPECIALIZED EXPERIENCE: GS-11 Level – Must have one year of specialized experience equivalent to the GS-09 grade level in the Federal service in the normal line of progression for the occupation. Examples of specialized experience would typically include, but are not limited to: coordinating, installing, and continuously analyzing systems design, hardware and software; developing, recommending, and installing solutions and upgrades to ensure availability; performing system audits to assess security parameters and performance of IA controls within a network environment; optimizing the functionality and performance of hardware and software systems; analyzing, managing, and directing installation of any new hardware or software; providing proactive consultation and instruction with system users and technical specialists; providing customer technical assistance and support for all users; providing technical support to customers to ensure proper functional use of equipment and programs; determining customer requirements and assisting customers by recognizing and analyzing trends and providing instruction; conducting feasibility studies to identify and analyze system failures; coordinating frequency needs with command level spectrum management office; and installing, maintaining, and repairing hardware devices supporting a broad range of information and communications systems. This definition of specialized experience is typical of work performed at the GS-09 grade/level position or equivalent in the federal service. OR EDUCATION: Applicants may also qualify on the basis of education as follows: Must have successfully completed a Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a degree with a major study in one of the following areas: computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. (Note: You must attach a copy of official transcripts.) OR COMBINATION OF EDUCATION AND EXPERIENCE: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education. To compute the percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education beyond two years by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify. (Note: You must attach a copy of your official transcripts.) Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, i.e. the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed below. Please use as much detail as needed, giving dates (months and years) of the experience, position title and how the experience was gained. This information is needed to determine if you are qualified for the position. Education If you are using Education to qualify for this position: Applicants may also qualify on the basis of education as follows: Must have successfully completed a Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to a degree with a major study in one of the following areas: computer science, information science, information systems management, mathematics, statistics, operations
