SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

JobSummary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2527P01 and is part of the DE Department of Information Mgmt, National Guard.

LowGrade

12

HighGrade

12

PromotionPotential

None

SubAgencyName

DE Department of Information Management

OrganizationCodes

AR/ARNG

Relocation

False

HiringPath

• fed-excepted
• fed-internal-search
• nguard

MCOTags

TotalOpenings

1

AgencyMarketingStatement

FEDERAL TECHNICIAN VACANCY ANNOUNCEMENT THIS IS A MILITARY POSITION PERMANENT DUAL STATUS, Non-BARGAINING DE Department of Information Management Open to applicants in Areas of Consideration: 1 AREA 1 = Permanent On-Board Title 32 Employees THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. 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!

TravelCode

1

ApplyOnlineUrl

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

DetailStatusUrl

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

MajorDuties

• 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.

Education

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

Requirements

Evaluations

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):

HowToApply

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/12925298 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.

RequiredDocuments

To apply for this position, you must submit a complete Application Package which includes: 1. Your resume showing: Contact Information-your name and the best way to contact you. Relevant work experience-include the employer's name, job title, start and end dates (month/year), the number of hours worked per week and describe how you meet the required qualifications of the job. Federal jobs should include series and grade. Education, certifications or licensures. ***Starting September 27, 2025, USAJOBS will only accept resumes that are two or fewer pages. Applicants who submit a resume longer than two pages may be found ineligible for further consideration. 2. Other supporting documents: Resume (Required), DNG 51-R (Required) & any other supporting documents for qualification purposes.

Benefits

BenefitsUrl

https://www.abc.army.mil/

OtherInformation

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)).

KeyRequirements

WithinArea

False

CommuteDistance

0

ServiceType

02

AnnouncementClosingType

01

AgencyContactEmail

saidi.abdallah.civ@army.mil

AgencyContactPhone

302-326-7807

SecurityClearance

Secret

DrugTestRequired

False

PositionSensitivitiy

Critical-Sensitive (CS)/High Risk

AdjudicationType

• National security