It Specialist (Customer Support)

Summary Opened Area(s) of Consideration: 1, 2, 3 DEFINITION OF AREA(S) OF CONSIDERATION: Area 1 - All current on-board AKNG T5 Competitive or Excepted Service Employees. Area 2 - All other current onboard AKNG T32 Excepted Service Employees. Area 3 - All current or former members of the Alaska National Guard PDCN: T57021P1/T57022P1 Selecting Supervisor: Timothy Kelly-Stahlnecker Responsibilities T57021P1, GS-09 This is a developmental position. The next full performance target level (FPL) for this career ladder assignment is Information Technology Specialist (CUSTSPT) GS-2210-11, T57022P1. The incumbent performs GS-2210-09 duties under closer than normal supervision. Must complete at least 12 months of specialized work experiences at this grade to successfully achieve the GS-2210-11 competency. The GS-2210-09 position task assignments become progressively more difficult until the target level GS-2210-11 is reached. Performs the basic duties and has the basic responsibilities as described in the GS-2210-11 position description; however, detailed assistance, guidance, and support from the supervisors and co-workers are provided, as required, until statutory and performance requirements for advancement to the next higher level are met. Receives formal and/or on-the-job instructions designed to familiarize incumbent with the functions and operations of the program area and work responsibility. Incumbent is provided practical experience in the application of related knowledge and applies professional and/or management theory, principles, and practices to complete the assigned work. Performs other duties as assigned. T57022P1, GS-11 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 Requirements Conditions of Employment Qualifications SPECIALIZED EXPERIENCE is experience which is directly related to the position to be filled and which has equipped you with the particular knowledge, skills and abilities to successfully perform the duties of this position. GS-09 Requirements: Specialized Experience - One year of specialized experience at the next lower grade, GS-07. Specialized experience includes 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. AND Education - Applicant must have a 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. NOTE: In order to be considered for this position using education as a basis of qualification, you must submit a copy of your transcripts. OR Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. GS-11 Requirements: Specialized Experience - One year of specialized experience at the next lower grade, GS-09. 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. Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries. Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Receives requests for resolution of hardware or software problems that may require in-depth research. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. AND Education - Applicant must have a 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. NOTE: In order to be considered for this position using education as a basis of qualification, you must submit a copy of your transcripts. OR Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. **In order to use education as a substitution for experience or as a combination of experience and education, you must submit a copy of your transcripts. If submitting transcripts from foreign universities/colleges, you are required to submit a credential evaluation from a private U. S. organization that interprets your foreign education or degree. To be acceptable for Federal employment, foreign education must be equivalent to education or degrees acquired at accredited colleges, universities, or educational institutions in the United States. EXPERIENCE REQUIREMENTS: Resume must have complete dates and hours worked per week for each occurrence of both civilian and military employment (Example: 2 JAN 1980 to 3 MAR 1981; ******** M-F or JAN 1980 to MAR 1981; 40 hrs/wk) Use of year only will result in disqualification. The duties listed must fully substantiate -in your own words- that you meet the minimum requirements and specialized experience listed above, in detail; otherwise, you will not be considered qualified for this position. Length of time is not of itself qualifying. Your experience will be evaluated on the basis of duties performed. Your record of experience, training, and education must show possession of the knowledge, skills and abilities needed to fully perform the duties of the position. Education Additional Information - 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, DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Technician Level II within 6 months of employment pending training seat availability. - If a permanent technician with the AKNG is selected for an indefinite position which crosses service boundaries or funding categories (i.e., AKARNG to AKANG or vice versa, or for AKANG funding category: JBER to Eielson or vice versa, T32 to T5 or vice versa), the nature of action will be Excepted Appointment (Indefinite). Therefore, if a Permanent technician is selected for an indefinite position as identified, they will be converted to an indefinite appointment and the losing unit is not required to reserve their home position. - If you are a current Federal employee or former Federal employee, you must submit a copy of your latest SF-50 "Notification of Personnel Action" and/or a copy of the SF-50. You may submit your most recent performance appraisal. - NOTE: A retired member of the Armed Forces may not be appointed to a DOD civilian position within 180 days after retirement, without a TAG approved waiver, in accordance with DoDi 1402.01, Employment of Retired Members of the Armed Forces, dated 09 Sep 2007 and National Guard Appointment for Retired Members of the Armed Forces Memo, dated 18 Jan 2019. - 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 1.69% 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). - Veterans' Preference: a copy of your DD Form 214 which must include character of service or a Statement of Service/Proof of Service which must include service dates and character of service. In addition, if claiming 10-point preference you must submit a VA Letter or a disability determination from a branch of the Armed Forces (or documentation of purple heart, if applicable) and a SF 15 (Application for 10-point veteran preference).