SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)(T32)

Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.

This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)(T32), Position Description Number D2527P01 and is part of the AL DCSIM JFHQ, National Guard.

ORGANIZATION: DCSIM, MONTGOMERY, AL

SELECTING OFFICIAL: MAJ D. BYRD

Duties

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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. 25%

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. 25%

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. 25%

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. 25%

Performs other duties as assigned.

Requirements

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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.
• Applicants who are not currently a member of the National Guard must be eligible for immediate membership and employment in the National Guard in the military grade listed in this announcement.
• May be required to successfully complete a probationary period.
• Participation in direct deposit is mandatory.
• May occasionally be required to work other than normal duty hours; overtime may be required.

Qualifications

MILITARY REQUIREMENTS: This is an excepted service position that requires membership in a compatible military grade in the Alabama Army National Guard. Applicants who are not currently a member of the Alabama Army National Guard must be eligible for immediate membership. If you are not sure you are eligible for military membership, please contact an Alabama Army National Guard recruiter at prior to applying for this position.

MINIMUM MILITARY RANK: WO1

MAXIMUM MILITARY RANK: 1LT

EXPERIENCE REQUIREMENTS: Each applicant must fully substantiate (in his/her own words) that he/she meets the requirements of the Specialized Experience listed below: Otherwise, the applicant will be considered unqualified for this position. DO NOT COPY THE VACANCY ANNOUNCEMENT OR THE POSITION DESCRIPTION. DOING SO MAY RESULT IN DISQUALIFICATION FOR THE POSITION.

THIS POSITION WILL BE FILLED AS AN INDEFINITE APPOINTMENT FOR AN UNSPECIFIED PERIOD OF TIME. THE INCUMBENT MAY BE TERMINATED UPON RECEIVING A 30 DAY NOTICE. SHOULD THIS POSITION BECOME PERMANENT, THE INDIVIDUAL MAY BE CONVERTED TO PERMANENT STATUS WITHOUT FURTHER COMPETITION (AND UPON RECOMMENDATION OF SUPERVISOR AND APPROVING AUTHORITY).

GENERAL EXPERIENCE: 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. Experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel.

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

You must provide transcripts or other documentation to support your Educational claims. To receive credit for Education, you must provide documentation of proof that you meet the Education requirements for this position.

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 (;br>
**This position may be authorized a recruitment or relocation incentive for up to 25%. All incentives must be approved prior to the employee in processing.**

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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.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.