SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) TITLE 5

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 SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) TITLE 5, Position Description Number T5702300 and is part of the IL DCSIM, National Guard. Responsibilities As a “USAJOBS Job Title”, “Pay Plan”-“Series”-“Grade Range”, you will supervise the customer support service desk section; serve as a Supervisory Information Technology (IT) Specialist (CUSTSPT) responsible for the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. Establish performance standards and evaluate employee performance. Review and approve work plans to be accomplished by subordinates; priorities and schedules for completion of work; set broad objectives; monitor subordinate employees’ performance in providing IT services; review accomplishments; and take appropriate action of correction when deficiencies are noted. Develop and evaluate performance standards; recommend and approve awards; hear and resolve group employee grievances or serious employee complaints. Demonstrate 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. Operate 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. Serve 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. Develop and manage customer service performance requirements. Research, evaluate and provide feedback on problematic trends and patterns on customer support requirements. Communicate with internal and external customers by conveying information in a logical, concise and organized manner. Major Duties – This is NOT an all-inclusive list Requirements Conditions of Employment IAW The Fair Chance Act, Agency employees may not request criminal history information at the point of initial application, upon receipt of an application, or prior to, during or after a job interview. If an Optional Form (OF) 306, Declaration of Employment is submitted prior to the point of a conditional offer, questions related to background information section may not be asked. Federal employment suitability as determined by a background investigation. May be required to successfully complete a trial period. Participation in direct deposit is mandatory. The incumbent must obtain and maintain the appropriate security clearance (secret). This position is subject to provisions of the DoD Priority Placement Program. Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140, DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Management Level II within 6 months of employment pending training seat availability. Position is designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by NIST SP 800-181; National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework. Which establishes the Tasks, Skills, Knowledge and Abilities expected of this position. May be required to travel by military or commercial aircraft in the performance of TDY assignments. May be required to work overtime. PCS expenses may be authorized. Qualifications 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. Must have a minimum of one-year on-the-job experience in the grade immediately below the next higher level. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. GENERAL EXPERIENCE: MUST possess the experience, education or training which includes managing, supervising, leading, administering, developing, delivering, and supporting information technology (IT) systems and services. SPECIALIZED EXPERIENCE: GS-12 Level – MUST possess the experience, education, or training which includes at least 12 months at the GS-11 level, that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; experience that required adaptations of guidelines or precedents to meet the needs of the assignment; experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion. SPECIALIZED SUPERVISORY EXPERIENCE: MUST possess the experience in managing the function of the work to be performed; experience which includes leading, directing and assigning work of personnel. 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, a 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. You must provide OFFICIAL 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. 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)). If you are needing some extra information regarding Federal Resumes, you should consider these tips from USA Jobs: USAJOBS Help Center | What should I include in my federal resume.