Posted today
Secret
Unspecified
Unspecified
Management
Concord, NH (On-Site/Office)
Duties
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.
MAJOR DUTIES:
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.
Requirements
Conditions of employment
Compatible military grade and assignment required prior to the effective date of placement. This is a Title 32 excepted service position that requires membership in a compatible military assignment in the employing state's National Guard.
Military Grades: Enlisted E2 to E9; Warrant Officer WO1 to CW4; Officer 01 to 03
Selectee(s) must be within the military grade(s) listed in this job announcement prior to the effective date of placement into the technician position.
Applicant(s) (Enlisted) who are over grade must clearly state, in their resumes, their intentions to willingly take a reduction in grade.
Compatible Military Assignments: 17, 25, 26, 170, 255 or equivalent civilian experience
GENERAL EXPERIENCE : Experience must have IT related; the experience may be demonstrating the four competencies; Attention to detail, Customer Service, oral communication and problem solving. Experience, education, and/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 - Must have one year of specialized experience at the GS-09 level or equivalent. Experience includes experience, 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.
It is not necessary for applicants to possess the MOS/AFSC listed as compatible to the position in order to apply, however applicant must meet the qualifications for the position. It is applicant's responsibility to acquire a compatible MOS/AFSC within 1 year of appointment. Coordinate with your unit's training representative to determine whether or not you can qualify for a specific MOS/AFSC and/or receive training within the 1 year timeframe before accepting the position.
Education
Substitution of Education for Specialized Experience:
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
Additional information
Candidates should be committed to improving the efficiency of the federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution." In addition, all job announcements now include a link to USAJOBS, Equal Employment Opportunity Policy, which affirms that candidates will not be hired based on their race, sex, color, religion, or national origin.
This agency participates in the Fair Chance Act, Title 5 USC 9202 Limitations on requests for criminal history information. An employee of an agency may not request, in oral or written form (including through the Declaration for Federal Employment (Office of Personnel Management Optional Form 306) or any similar successor form, the USAJOBS internet website, or any other electronic means) that an applicant for an appointment to a position in the civil service disclose criminal history record information regarding the applicant before the appointing authority extends a conditional offer to the applicant. Certain exceptions do apply to this Act.
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 ( ).
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.
MAJOR DUTIES:
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.
Requirements
Conditions of employment
- NATIONAL GUARD MEMBERSHIP IS REQUIRED. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position.
- This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard, required prior to the effective date of placement.
- 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 probationary period.
- Participation in direct deposit is mandatory.
- CompTIA Security+ required within 6 months of hire.
- (ISC)2 CISSP Preferred
Compatible military grade and assignment required prior to the effective date of placement. This is a Title 32 excepted service position that requires membership in a compatible military assignment in the employing state's National Guard.
Military Grades: Enlisted E2 to E9; Warrant Officer WO1 to CW4; Officer 01 to 03
Selectee(s) must be within the military grade(s) listed in this job announcement prior to the effective date of placement into the technician position.
Applicant(s) (Enlisted) who are over grade must clearly state, in their resumes, their intentions to willingly take a reduction in grade.
Compatible Military Assignments: 17, 25, 26, 170, 255 or equivalent civilian experience
GENERAL EXPERIENCE : Experience must have IT related; the experience may be demonstrating the four competencies; Attention to detail, Customer Service, oral communication and problem solving. Experience, education, and/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 - Must have one year of specialized experience at the GS-09 level or equivalent. Experience includes experience, 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.
It is not necessary for applicants to possess the MOS/AFSC listed as compatible to the position in order to apply, however applicant must meet the qualifications for the position. It is applicant's responsibility to acquire a compatible MOS/AFSC within 1 year of appointment. Coordinate with your unit's training representative to determine whether or not you can qualify for a specific MOS/AFSC and/or receive training within the 1 year timeframe before accepting the position.
Education
Substitution of Education for Specialized Experience:
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
Additional information
Candidates should be committed to improving the efficiency of the federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution." In addition, all job announcements now include a link to USAJOBS, Equal Employment Opportunity Policy, which affirms that candidates will not be hired based on their race, sex, color, religion, or national origin.
This agency participates in the Fair Chance Act, Title 5 USC 9202 Limitations on requests for criminal history information. An employee of an agency may not request, in oral or written form (including through the Declaration for Federal Employment (Office of Personnel Management Optional Form 306) or any similar successor form, the USAJOBS internet website, or any other electronic means) that an applicant for an appointment to a position in the civil service disclose criminal history record information regarding the applicant before the appointing authority extends a conditional offer to the applicant. Certain exceptions do apply to this Act.
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 ( ).
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