Job Requirements
Oklahoma City, OK
Secret Polygraph Unspecified
Career Level not specified
Salary not specified
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Job Description
Duties
This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. 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 / softwareimplementation 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
MILITARY GRADES : O-3 through O-4
GENERAL EXPERIENCE :
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:
1-year specialized experience equivalent to at least the next lower grade. In addition to the OPM IORs (Alternative A) specialized experience examples, specialized 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.
This position exceeds Level 1-6. At this level IT principles, methods and practices are in the assigned specialty area, the employee participates in the planning and delivery of a full range of customer support services to the organization.
This position meets Level 1-7. At this level the employee has knowledge of and skill in applying a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and
improving IT systems.
Understanding of mobile device functionality and PII security for compliance with all applicable official guidance and publication. The employee provides advice and assistance to customers, troubleshoots complex problems, and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities.
Education
This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.
Education : All academic degrees and coursework must be from accredited or pre-accredited institutions
Undergraduate or Graduate Education : Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
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 ( ).
This position may be eligible for Union Membership.
This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. 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 / softwareimplementation 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
- 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 trial period.
- Participation in direct deposit is mandatory.
- Must obtain and maintain a minimum of SECRET clearance.
- 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.
- 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.
- May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays.
- Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
- 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.
- This is a National Guard dual status technician position which requires military membership.
- The employee may be required to travel in military and/or commercial vehicles to perform temporary duty assignments.
- 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.
- 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.
- Upon accepting this position, the employee may be required to serve up to a two-year probationary period.
MILITARY GRADES : O-3 through O-4
GENERAL EXPERIENCE :
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:
1-year specialized experience equivalent to at least the next lower grade. In addition to the OPM IORs (Alternative A) specialized experience examples, specialized 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.
This position exceeds Level 1-6. At this level IT principles, methods and practices are in the assigned specialty area, the employee participates in the planning and delivery of a full range of customer support services to the organization.
This position meets Level 1-7. At this level the employee has knowledge of and skill in applying a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and
improving IT systems.
Understanding of mobile device functionality and PII security for compliance with all applicable official guidance and publication. The employee provides advice and assistance to customers, troubleshoots complex problems, and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities.
Education
This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience.
Education : All academic degrees and coursework must be from accredited or pre-accredited institutions
Undergraduate or Graduate Education : Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
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 ( ).
This position may be eligible for Union Membership.
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