Summary
This is a Washington Air National Guard Title 32 Excepted Service Bargaining Unit Technician position:
IT SPECIALIST (CUSTOMER SUPPORT)
Location: 141st Communications Squadron
Fairchild AFB, Washington 99011-9413
Air National Guard Units
Appointment Type: Temporary, Indefinite excepted service
Advertised as: ENLISTED
Your resume must contain your own words. Resumes that are verbatim, from this announcement, will not be considered.
This job is open to
Clarification from the agency
Nationwide: All Members of the Washington Air National Guard, or U.S. Citizens willing to join the Washington Air National Guard
Duties
A GS-2210-9/11, IT SPECIALIST (CUSTOMER SUPPORT):
- Administers classified and unclassified local area network (LAN) clients, monitors ongoing operation of network systems to ensure hardware and software functions, and meets operational standards.
- Responds to customer requests for assistance, ensuring trouble reports are handled expeditiously.
- Troubleshoots hardware, software, and LAN/Client operating system problems.
- Evaluates workstations for appropriate type of hardware and software to ensure system interoperability.
- Installs associated peripheral hardware in workstations.
- Identifies and determines corrective actions to be taken due to job failures not covered by established procedures.
- Resolves system failures and provides advice and assistance to minimize interruptions in customers' ability to carry out critical business activities.
- Identifies application problems; consults with vendors and operating personnel; explores applications, operating systems, hardware and software programs to pinpoint the source of problems; and initiates corrective actions in such a way as to minimize network service interruptions.
- Documents results of analyses, tests, and the techniques and procedures applied in problem resolution to establish a record of activities for future use.
- Promotes network security by ensuring compliance with established security plans, policies, and standards.
- Creates and deletes user accounts, assigns and resets passwords.
- Performs troubleshooting on clients to include basic functions such as unlocking user accounts, building and maintaining organizational mailboxes, mapping drives, printer installation and troubleshooting.
- Incumbent uses data, voice, and wireless principles to plan, test, and configure client systems, network, voice and personal wireless communications systems, to include specialized and unique platform IT systems.
- Participates in planning, monitoring, testing, maintaining, and operating multiple client systems-based platforms.
- Optimizes and fine tunes performance and troubleshoots common to complex client system problems.
- Analyzes reports, equipment usage and capabilities to identify potential problems to management.
- Implements new systems hardware and software to support networks.
- Participates in the resolution of very complex network, voice, and personal wireless communications problems by collaborating with technical specialists.
- Records and reports IT incidents as they occur to effectively track outages and types of interruptions to service and to build a knowledge base for future problem resolution.
- Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.
- Makes recommendations to modify manner of use, installation of upgrades, or modification of programs to provide a continuous flow of information.
- Coordinates efforts between network customers, system support personnel, and commercial vendors to identify and resolve network, software, and other system anomalies.
- Obtains and maintains client system technician privileges and status.
- Tracks and prioritizes job control numbers.
- Provides technical assistance to current and potential users and proactively interacts with users to ensure proper operation and security of computer systems, hardware, and software.
- Directs and provides dynamic information technology assistance with software installations, hardware configurations, and interoperable IT systems, networks, command, control, computers communications and information.
- Provides instructions to customers on accessing data, processing, space utilization efficiencies, and program and data recovery techniques.
- Ensures periodic systems checks are conducted on all systems to ensure full operational status.
- Assists in the management of IT projects for customers defining necessary resources and project timelines to ensure requirements are satisfied. Resolves identified discrepancies.
- Other duties as assigned.
Requirements
Conditions of Employment
MILITARY REQUIREMENTS:
Military Grades: E1-E6
Compatible Military Assignments: 1D7X1Q
- Applicants need not be assigned to the position or possess the AFSC to apply or be considered for selection. Selected applicant must be assigned to a compatible Military position and attain AFSC within 1 year of appointment action.
- Participation in direct deposit is mandatory.
- Males born after 31 December 1959 must be registered for Selective Service.
- Must maintain membership in the WA Air National Guard for continued employment.
Qualifications
GENERAL EXPERIENCE:
Experience 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. Must have IT-related experience, such experience is typically gained in the IT field or through the performance of work where the primary concentration is IT.
SPECIALIZED EXPERIENCE:
GS09
- Must have at least 24 months experience or 1 year equivalent to at the the next lower grade in 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.
GS11
- Must have at least 36 months experience or 1 year specialized experience equivalent to at the the next lower grade 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.
Education
Education Requirements:
High School Diploma or GED.
Substitution of Education for Specialized Experience:
GS09 - Master's degree or equivalent graduate degreeor2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree.
GS11 - Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree
To receive credit for Education, you must provide transcripts or other documentation of proof to support your Educational claims.
Benefits
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.
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. You may also be excluded from consideration if you indicate that you are unwilling to accept the lower grade and a determination is made that you are not qualified at the higher grade. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.
Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, as well as the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed above. Please use as much detail as needed, giving dates (months and years) of the experience, position title and how the experience was gained. This information is needed to determine if you are qualified for the position.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities, and other characteristics). NOTE: You do not have to respond to the KSA's separately but your resume should contain sufficient information to demonstrate possession of the KSA's.
- Knowledge of IT concepts, principles and practices sufficient to solve complex hardware and software component issues and maintain the availability of communication lines and equipment.
- Knowledge of network principles, concepts, equipment, and tools sufficient to assist in planning and maintaining network services; to install, test, and configure workstations and peripherals; and to instruct and assist customers in accessing network services.
- Knowledge of configuration management concepts and life cycle management concepts sufficient to identify the need to upgrade or enhance network component capabilities in response to network problems and deficiencies.
- Knowledge of customer support principles sufficient to receive, responds to, and ensures resolution of problems.
- Knowledge of methods, concepts, and procedures for documenting problem analysis and resolutions sufficient to maintain records of activities.
- Knowledge of network security principles; use concepts, experience, and methods sufficient to give needed guidance or training to customers to prevent problem recurrences and collaborate with specialists in resolving very complex problems.
- Ability to apply testing and data analysis methods to resolve operating problems.
- Ability to write portions of user manuals and instructions.
- Ability to communicate effectively, both orally and in writing.
Required Documents
To apply for this position, you are required to submit a complete Application Package which includes:
- Resume must include:
- Work schedule
- Hours worked per week
- Dates (format should include Month and Year) of employment
- Duties performed
- Resumes exceeding 25 pages will not be considered
- Mil Form 174 Mil Form 174 is required. Applications without the Mil Form 174 will not be considered
- If you do not have military experience, please indicate so on the form.
For access to Required Documents please refer to: http://mil.wa.gov/federal-human-resources
Applicants may also submit the following supporting document type(s),which may not be required for all applicants: Cover Letter, DD-214,SF-50, Driver's License, and Transcript.
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.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
A complete application package must be submitted by 11:59 PM (EST) on 06/04/2024 to receive consideration. Failure to submit all required documents by the closing date will result in disqualification.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/
Next steps
Once your online application is submitted you will receive a confirmation notification by email. You are encouraged to reach out to our office to verify that all required application materials have successfully been uploaded prior to the announcement closing. 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.
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