IT SPECIALIST (CUSTOMER SUPPORT)

JobSummary

Opened Area(s) of Consideration: 1, 2 DEFINITION OF AREA(S) OF CONSIDERATION: Area 1 - AKNG Permanent or Indefinite technicians. Area 2 - All AKNG members. PDCN: D2526P02 Selecting Supervisor: Timothy N. Kelly-Stahlnecker

LowGrade

11

HighGrade

11

PromotionPotential

11

SubAgencyName

JFHQ | G6

OrganizationCodes

AR/ARNG

Relocation

True

HiringPath

• fed-excepted
• nguard

MCOTags

TotalOpenings

1

AgencyMarketingStatement

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2526P02 and is part of the Alaska Army National Guard.The National Guard is the oldest component of the Armed Forces of the United States. Since the earliest American colonial days, citizens have joined together for collective defense. We have a proud tradition of coming to the aid of our friends and neighbors in times of serious emergencies. Join our National Guard team and serve your nation, your states and your community! NATIONAL GUARD MEMBERSHIP REQUIREMENT: This is an excepted service position and as such requires active membership in the Alaska Army National Guard, be assigned to a compatible military assignment and wear of the military uniform. Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment. Applicants who are not a current member of the Alaska Army National Guard must be eligible for immediate enlistment or appointment if selected for this position. For enlistment/appointment information, contact (907) 644-8033.

TravelCode

1

ApplyOnlineUrl

https://apply.usastaffing.gov/Application/Apply

DetailStatusUrl

https://apply.usastaffing.gov/Application/ApplicationStatus

MajorDuties

• 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. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards. 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 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. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training. 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. Performs other duties as assigned.

Education

Requirements

Evaluations

Once the application process is complete, a review of your application/resume will be made to determine your Area of Consideration (AOC) and to ensure you meet the basic eligibility and minimum job requirements. Your initial rating will be based on your responses to the questionnaire in this document. This process measures the degree to which your background matches the knowledge, skills and abilities required for this position. Your final rating will be based on our evaluation of your responses, as verified through a review of your resume and other supporting documents. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score can and will be adjusted to more accurately reflect your abilities. Please follow all instructions carefully. Errors or omissions may affect your eligibility and rating. Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics): Information Technology Customer Support, Problem Solving, and Technical Competence

HowToApply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. 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/.

WhatToExpectNext

Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application. Referral to the hiring official will be IAW our agency Merit Promotion Plan and current Labor agreement. Qualified applicants may be further evaluated by a ranking panel. Referred candidates will be further evaluated and interviewed by a selection panel.

RequiredDocuments

To determine your qualifications for this position, you must submit a complete Application Package which includes: 1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed. 2. Questionnaire. This is accomplished by submitting the application. There is nothing that needs to be attached to this application to meet this requirement. 3. Any additional documentation you wish to submit for consideration Your resume, curriculum vitae, the Optional Application for Federal Employment (OF 612), or any other written format you choose to describe your job-related qualifications can be submitted electronically using the document upload process. We recommend using the resume building within USAJOBS. Please log into USAJOBS, go to your "Documents", make sure you're in the "Resumes" section and select the "Upload or build resume" button, then click on "Build resume". Please be sure to include all of the following information in your resume: Job Information: - Vacancy Identification Number, title, grade and location for which you are applying. Personal Information: - Full name, mailing address (with zip code) and day/evening telephone numbers (with area code). - Country of Citizenship. - If ever employed by the Federal Government, please show the highest Federal civilian grade held, job series, and dates of employment in grade. Education: - High School name, city, state and zip code, date of diploma or GED. - Colleges and/or Universities attended, city, state and zip code. - Major field(s) of study. - Type and year of degree(s) received. If no degree received, show total credit hours received in semester or quarter hours. Work Experience for each paid or non-paid position held related to the job for which you are applying (do not provide copies of job descriptions): - Job title. - Duties and accomplishments. - Number of hours per week. - Employer's name and address. - Supervisor's name and phone number. - Indicate if your current supervisor may be contacted. - Starting and ending dates of employment (month and year). - Salary. Other Qualifications: - Job-related training courses (title and year). - Job-related skills (e.g., other languages, computer software/hardware, tools, machinery, typing speed, etc.) - Job related certificates and licenses. - Job-related honors, awards, and special accomplishments. (e.g., publications, memberships in professional or honor societies, leadership activities, public speaking, performance awards, etc.) Do not send copies of documents unless specifically requested.

Benefits

BenefitsUrl

https://portal.chra.army.mil/abc/

OtherInformation

- 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. - Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission. - Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140 or DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Technician Level II within 9 months of employment pending training seat availability. - Must obtain and maintain a minimum of SECRET clearance. However, TOP SECRET (TS) security clearance with eligibility for access to Sensitive Compartmented Information (SCI) may be required based on the highest classification level utilized in the state - INDEFINITE: Indefinite employees may be separated with a 30 days' notice. Indefinite employment is temporary and is expected to last more than one year but no more than five consecutive years. Indefinite employees may be converted to permanent without further competition. AKNG permanent technician will retain their permanent status if selected for this position, and may be promoted, reassigned or changed to lower grade if selected for this position, and will be required to return to their permanent position unless action is made on a permanent basis. Permanent authorization may not cross service boundaries, or funding categories, (i.e., ARNG to ANG, or 176th WG to 168th WG). - If you are a male applicant who was born after 12/31/59 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. - Cost of Living Allowance (COLA): Entitled to 1.49% COLA in addition to base salary, subject to change. - Direct Deposit Program: If selected for technician position with the Alaska National Guard, you will be required to participate in the Direct Deposit Program. (Salary will be automatically deposited to bank/credit union account). - Military Bonuses And Student Loan Repayment Program: If you are selected for this position, you should always check with your servicing incentive manager (AKARNG - J1 or AKANG - Retention Office) to verify how accepting this position will affect your entitlement prior to considering an offer of employment. - Trial Period: As a condition of employment for accepting this position, you will be required to serve a 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

KeyRequirements

WithinArea

False

CommuteDistance

0

ServiceType

02

AnnouncementClosingType

01

AgencyContactEmail

jennifer.r.francione.civ@army.mil

AgencyContactPhone

907-428-6241

SecurityClearance

Secret

DrugTestRequired

False

AdjudicationType