IT SPECIALIST (CUSTOMER SUPPORT)

Duties

As a IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-9/11 your duties are below.

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. (40%)

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. (40%)

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. (10%)

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. (10%)

Performs other duties as assigned. D2526P01

Requirements

Conditions of employment

NATIONAL GUARD MEMBERSHIP IS REQUIRED: This is an excepted position that requires military membership in a compatible military assignment in the Iowa Army National Guard. Selectee will be required to wear the military uniform. Acceptance of this excepted position constitutes concurrence with these requirements as a condition of employment.

APPLICATION MATERIALS MUST BE RECEIVED BY 05/07/2026 . FAILURE TO PROVIDE COMPLETE INFORMATION MAY RESULT IN YOUR NOT RECEIVING CONSIDERATION FOR THIS POSITION. Please refer to the Qualifications and Evaluations Section of this Announcement to understand the qualification requirements, and the How to Apply Section for detailed instruction on applying.

TRIAL PERIOD REQUIREMENT: As a condition of employment for accepting this position, you will be required to serve a 2-year trial period or 1-year (Veterans Preference Eligibles Only) 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.

SECURITY CLEARANCE REQUIREMENT: Employment is subject to attaining and maintaining a clearance as required by this position. If the selectee does not possess the applicable security clearance when hired, application must be made within 30 days of the start date. Failure to make application for the required security clearance will result in termination of employment.

Failure to complete prescribed courses may be cause for reassignment or termination of FTS.

Military Rank Requirements: OFFICERS, WARRANT OFFICERS, AND ENLISTED MEMBERS (O-4 and Below)

Qualifications

In describing your experience, please be clear and specific. We will not make assumptions regarding your experience. Applicants who do not fully address the minimum/specialized experience needed for the position in their resume will not be referred for consideration.

MINIMUM REQUIREMENTS: 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 REQUIREMENTS: GS-2210-9/11: Must have experience in the following:

GS-09

• 1-year specialized experience equivalent to at least the next lower grade.
• Experience, 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.

GS-11

• 1-year specialized experience equivalent to at least the next lower grade.
• 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.

Education

Substitution of Education for Specialized Experience -

GS-09:

• Master's degree or equivalent graduate degree -or- 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree

GS-11

• 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

To receive credit for education, you must provide college transcripts to support your educational claims.

Additional information

ENLISTMENT CASH BONUSES: Acceptance of a technician position may affect any bonus and/or educational assistance that may be applicable. Please contact your Education Office prior to accepting a position with the Iowa Army National Guard.
Participation in direct deposit is mandatory.

If you are a male applicant 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 are not eligible for appointment in this agency ( ).