IT SPECIALIST (CUSTOMER SUPPORT)

As an IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, you will 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. Other duties as assigned.

Work Schedule: This position works on a 5/4/9 compressed work schedule that consists of a 5-day workweek, then a 4-day workweek (eight 9-hour days and one 8-hour day and an SDO, Scheduled Day Off) to complete the 80-hour pay period. Work schedule is subject to change based on mission requirements.

Telework: ELIGIBLE FOR SITUATIONAL TELEWORK ONLY, INCLUDING EMERGENCY AND OPM PRESCRIBED “UNSCHEDULED TELEWORK, * This is an excepted service position that requires membership in a compatible military assignment in the employing state’s National Guard.

• 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.
• Must be able to obtain and maintain a secret security clearance within one year of appointment.
• ELIGIBLE FOR SITUATIONAL TELEWORK ONLY, INCLUDING EMERGENCY AND OPM PRESCRIBED “UNSCHEDULED TELEWORK”
• Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140 or DOD 8570.01 Mor applicable governing document (s) for Cyber workforce as an IA Technician Level II within 9 months of employment
• 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.
• Designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework., Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy

Military Grades: E-5 through E-9, WO1 - WO4, 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

1. 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.
2. 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.
3. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

OR

Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree Degree must be 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.

SPECIALIZED EXPERIENCE: Must have at least 1-year specialized experience that is equivalent to at least the next lower grade that gives you 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 preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion for IT related hardware/software and other applications.

Physical Demands: The work is sedentary. No special demands are required to perform the work.

Work Environment: The work is performed in a typical office setting. Special safety precautions are not required.

Education

Substitution of Education for Specialized Experience:

If you are using Education to qualify for this position, At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.

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.

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., 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.

Help

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.

Review our benefits

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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

PLEASE BE CLEAR AND SPECIFIC WHEN DESCRIBING YOUR EXPERIENCE. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.

Benefits

Help

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.

Review our benefits

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.

Required documents

Required Documents Help

If you fail to properly upload ANY required document, your application will not be considered. Please carefully review which documents are required. Preview all uploaded documents to ensure you uploaded the CORRECT document.

To apply for this position, you must submit a complete Application Package which includes:

If you fail to properly upload ANY required document, your application will not be considered. Please carefully review which documents are required. Preview all uploaded documents to ensure you uploaded the CORRECT document., For current Federal employees: Provide the latest SF50, Personnel Action reflecting your current pay and position.

YOU ARE REQUIRED TO DOCUMENT, IN YOUR APPLICATION PACKAGE, EVIDENCE THAT SUPPORTS YOUR ELIGIBILITY AND QUALIFICATION/CERTIFICATION CLAIMS. You must upload the applicable documents with your application package. These documents will assist the staffing specialist in determining your eligibility and competency qualifications.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

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 (https://www.sss.gov/RegVer/wfRegistration.aspx)., The National Guard is the oldest component of the Armed Forces of the United States. Since the earliest American colonial days, citizens have joined together for collective defense. We have a proud tradition of coming to the aid of our friends and neighbors in times of serious emergencies. Join our National Guard team and serve your nation, your states and your community!, Learn more about what it’s like to work at Army National Guard Units, what the agency does, and about the types of careers this agency offers.