IT SPECIALIST (CUSTOMER SUPPORT)

Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2528P01 and is part of the KS Joint Forces Headquarters, National Guard.

Duties

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 PRESCRIBED "UNSCHEDULED TELEWORK Qualifications

Military Grades: E-5 through E-9, WO1 - WO4 Compatible Military Assignments: Immaterial GENERAL EXPERIENCE: Must have all of following competencies and skills: 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. 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. How You Will Be Evaluated

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. Other 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 (https://www.sss.gov/RegVer/wfRegistration.aspx). Applicants hired into this position may qualify for a recruiting or relocation incentive. If you are currently receiving a military bonus, prior to applying for or accepting a T32 Technician position please verify with your education/retention and services office to ensure your bonus will not be negatively affected.