IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32

at Army National Guard Units in Springfield, Illinois, United States

Job Description

Summary THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32, Position Description Number D2526P01 and is part of the IL DCSIM, National Guard. Responsibilities As a IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32, GS-2210-9/11, you will be providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. MAJOR DUTIES: This is not an all-inclusive list: Provide support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Support 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; document actions taken in Remedy ITSM or the current work ticket tracking system; and serve as a point of information for workstation operations. Receive, respond to, and ensure resolution of all types of help center calls. Develop and/or use programs and techniques to isolate causes of problems and user errors; apply appropriate security measures consistent with approved security standards. Detect damaged or lost files, optimize disk management, measure system performance, control system security, and/or extend system capabilities to support local requirements. Evaluate IT hardware and software used by activities; Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations. In case of system failure, make quick fixes to restore operations, then analyze problems, develop recommendations, and work with other staff to implement changes. Trouble-shoot and repair IT systems and related components (software & hardware), implementing Army standards and accepted practices. Receive requests for resolution of hardware or software problems that may require in-depth research. Maintain awareness of current trends in information technology; perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training. Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. 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. This is an excepted service position that requires membership in the Illinois National Guard and in the military grade listed in the announcement. This is required prior to the effective date of placement. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position. Selectee will be required to wear the military uniform. Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment. Males born after 31 December 1959 must be registered for Selective Service. Federal employment suitability as determined by a background investigation. May be required to successfully complete a trial period. 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. Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day. 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 Technician Level II within 6 months of employment pending training seat availability. Participation in direct deposit is mandatory. Recruitment and relocation incentives may be available for this position. Qualifications AREA OF CONSIDERATION: The areas of consideration for this position, Title 32 Excepted Service (32 U.S. Code § 709), will be in the following manner and sequence: The FIRST area of consideration for this position will be all excepted permanent and indefinite temporary technicians within the ILNG. The SECOND area of consideration will be all current Federal Employees. The THIRD area of consideration will be all Federal re-employment eligible. The FOURTH area of consideration will be applicants willing to become T32 Dual Status Technicians and gain ILNG membership. The FIFTH area of consideration will U.S. Citizens. Military Grades: Enlisted, Warrant Officer, Officer GENERAL EXPERIENCE: MUST possess experience, education or training that has provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process: experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems. SPECIALIZED EXPERIENCE: GS-11 Level MUST possess specialized experience which includes at least 12-months experience at the lower-level GS-09, education, or training 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. GS-09 Level MUST possess specialized experience which includes at least 12-months experience at the lower-level GS-07, education, or training receiving, maintaining, and issuing data storage media for computer operations; experience in scheduling the use of computer time for program processing; experience collecting and sequentially staging input media with associated program instructions for processing; experience in at least one programming language; translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language; experience interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow; experience in analysis of the interrelationship of pertinent components of the system; experience planning the sequence of actions necessary to accomplish the assignment; experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. 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 recei