IT SPECIALIST (CUSTOMER SUPPORT) - TITLE 32

Summary

This position is for an IT Specialist (Customer Support), PD: D2526P02 located in the JFHQ - G6 in Marietta, Georgia.

This is a full-time, Excepted Permanent, dual status position which requires Georgia Army National Guard Membership.

Area of Consideration: Open to current on-board members of the Georgia Army National Guard in the Joint Force Headquarters.

Duties

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As an IT Specialist (Customer Support), GS-2210-11, you will:

Address problems; install, configure, troubleshoot, and provide maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provide initial incident information to the Incident Response (IR) Specialty. Provide Tier II support for end-user hardware failures. Respond to a variety of failures to devise recovery plans for system failures. Re-image customer workstations as needed and resolve complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detect damaged or lost files, optimize disk management, measure system performance, control system security, and/or extend system capabilities to support local requirements. In case of system failure, make quick fixes to restore operations, then analyze problems, develop recommendations, and work with other staff to implement changes. Trouble-shoot and repair IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notify team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinate support actions with user, other IT personnel, and higher levels as required. Evaluate IT hardware and software used by activities. Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Work with users to test and evaluate a variety of software packages. Resolve problems to the extent possible before referring more difficult problems to appropriate levels. Apply appropriate security measures consistent with approved security standards.

Provide support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Support 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. Receive, respond to, and ensure resolution of all types of help center calls.

Receive requests for resolution of hardware or software problems that may require in-depth research. Analyze customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Coordinate external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintain awareness of current trends in information technology. Perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training.

Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Work directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Perform cyclic inventories as required by the Command Supply Discipline Program.

Perform other duties as assigned.

Requirements

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Conditions of employment

• NATIONAL GUARD MEMBERSHIP IS REQUIRED
• 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.
• For positions requiring the operation of motor vehicles, candidates must have a valid state driver's license.
• Must obtain and maintain a minimum of SECRET clearance.
• However, 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.
• Incumbent must complete appropriate training and obtain required certifications IAW applicable governing document(s) for Cyber workforce as an IA Technician Level II within 6 months of employment pending training seat availability.
• 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.
• 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.

Qualifications

Each applicant must fully substantiate (in her/his own words) that they meet the requirements of the specialized experience listed below; otherwise, the applicant will be considered unqualified for this vacancy. DO NOT COPY THE VACANCY ANNOUNCEMENT OR THE POSITION DESCRIPTION. IF YOU DO THIS YOU WILL BE CONSIDERED UNQUALIFIED FOR THE VACANCY. Please ensure that you have included beginning and ending dates (month and year) for all jobs listed on your resume.

Military Grades: Unspecified.

Compatible Military Assignments: Unspecified.

General Experience: Candidate must possess experience, education, 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: Candidate must possessat least 36 months 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 it involved summarizing the material and organizing it in a logical fashion.

Education

Substitution of Education for Specialized Experience: For the GS-5 level, a 4-year course of study leading to a bachelor's degree may be substituted for the experience requirements. At the GS-7 level, one full year of graduate level education or superior academic achievement. At the GS-9 level, a masters or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree may be substituted. At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.

Major study-computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field.

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>
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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.