Summary
This position is for a IT SPECIALIST (CUSTOMER SUPPORT), PD# D2525P01, part of the Nevada Army National Guard. This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. This position works in the customer support service desk section.
This job is open to
Clarification from the agency
THIS POSITION IS OPEN TO CURRENT NEVADA ARMY NATIONAL GUARD MEMBERS ONLY. ***This is an open continuous announcement. The initial cutoff date for this position will be 12JUL2024. Recruitment will continue through the announcement closing date until the position is filled.***
Duties
(1) Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards.
(2) Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports 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. Receives, responds to, and ensures resolution of all types of help center calls.
(3) Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training.
(4) Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program.
Requirements
Conditions of Employment
MILITARY REQUIREMENTS:
Compatible military grade and assignment required prior to the effective date of placement. In compliance with Title 32 United States Code, the compatible military skill set is determined by the applicable service manpower requirements. Upon selection, individuals are assigned to the authorized position and its compatible military skill in accordance with Army skill classification directives, statutes, and National Guard Bureau regulations. The Dual Status technician must obtain and maintain all military skill requirements in regard to training, education, certifications, experience. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position.
Compatible Military Assignment:
ENLISTED: E1 to E8
Compatible MOS: 25 Series
*Other Requirements & Conditions of Employment:
- National Guard Membership is required.
- Males born after 31 December 1959 must be registered for Selective Service.
- Federal employment suitability as determined by a background investigation.
- Must be able to obtain and maintain the appropriate security clearance of the position.
- May be required to successfully complete a probationary period.
- Must maintain local network access IAW AR 25-2.
- Wear the uniform appropriate for the members' grade and component of the armed forces, maintaining standards of conduct and appearance.
- 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.
- Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
- May occasionally be required to work other than normal duty hours; overtime may be required.
- The duties and responsibilities of your job may significantly impact the environment. You are responsible to maintain awareness of your environmental responsibilities as dictated by legal and regulatory requirements, your organization, and its changing mission.
- For positions requiring the operation of motor vehicles, candidates must have a valid state driver's license.
Qualifications
In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Education requirement is based upon the qualification standards for the specific position and is stated under the heading "EDUCATION". Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific in describing your experience. EACH APPLICANT MUST FULLY SUBSTANTIATE (IN THEIR OWN WORDS) THAT THEY MEET THE REQUIREMENTS OF THE SPECIALIZED EXPERIENCE LISTED BELOW; OTHERWISE, THE APPLICANT WILL BE CONSIDERED UNQUALIFIED FOR THIS POSITION. DO NOT COPY FROM THE VACANCY ANNOUNCEMENT OR THE POSITION DESCRIPTION OR YOU MAY BE DISQUALIFIED.
GENERAL EXPERIENCE: Must have 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: GS-09 Level-Must have at least 24 months experience, education, or training 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. GS-11 Level- Must have at 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 is involved summarizing the material and organizing it in a logical fashion.
Education
If you are using Education to qualify for this position, 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. 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.
There is no specific education requirement for this position. The applicant's record of experience and/or training must show possession of the knowledge, skills and abilities needed to fully perform the duties of the position.
You must provide transcripts or other documentation to support your Training/Educational claims. To receive credit for Training/Education, you must provide documentation of proof that you meet the Training/Education requirements for this position.
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 application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the Occupational Questionnaire, along with your supporting documentation to determine your ability to demonstrate the following knowledge, skills and abilities/competencies related to the job requirements:
--Knowledge of customer service and support principles and methods sufficient to manage the customer support help desk operations involving the delivery of a full range of customer support services to all serviced organizations.
--Knowledge of network configuration techniques, computer equipment and assigned system software to determine source of failures.
--Knowledge of current state of the art system software to include operating systems as well as functional application software.
--Knowledge of how the hardware, software and network infrastructure related to the serviced systems along wit an understanding of how they integrate together sufficient to analyze problems reported to distinguish between hardware, software, network and user related issues.
--Skill in providing staff advice, planning, user assistance/training and evaluation services and functions within each specialty area.
-Knowledge of a wide variety of applications, operating systems, protocols, and equipment used in customer
organizations, and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving
current computer systems throughout the state and troubleshooting techniques for all hardware and peripherals.
-Knowledge of a wide range of communication concepts, principles, and practices as well as telecommunications
operating techniques for digital communications requirements.
--Skill in identification, isolation and correction of complex workstation and network system faults. Skill in identifying and resolving conflicts between workstations, network and peripheral devices.
If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
Required Documents
To apply for this position, you must submit a complete Application Package. Completed application package includes the following:
NOTE: Failure to submit a completed application package including the following required documentation will result in your application being disqualified.
1. Your resume: Your resume may be submitted in any format and must support the specialized experience described in this announcement. In describing your experience, please be clear and concise, we will not make assumptions regarding your experience. If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy. NOTE: Copying directly from the vacancy announcement or position description may result in disqualification.
- For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., hours per week and month/year to month/year or month/year to present). If your position was in the civil service, it must also include the grade and series for all positions held. If your resume does not contain this information, your application will be marked as incomplete and you will not receive consideration for this position.
2. OF-306 - Declaration for Federal Employment
You will find the OF-306 at this link: https://www.opm.gov/forms/pdf_fill/of0306.pdf
NOTE: Do not answer questions 9 through 13 on page 1 of the OF-306 titled, "Background Information". This information will be collected during pre-employment screening should you receive a conditional offer of employment.
3. SF-181 (Ethnicity and Race Identification)You will find the SF-181 at this link: https://www.opm.gov/forms/pdf_fill/sf181.pdf
4. Completed Assessment Questionnaire - Completed as part of the USA Jobs application process.
5. A current PQR (Personnel Qualification Record) - uploaded to the required "OTHER VETERAN'S DOCUMENT" area of the online application manager. PQR must be no more than 90 days old at the time of application. An ORB/ERB is acceptable in the absence of a PQR. Air Force personnel submit current Record of Individual Person (RIP).
6. Any additional supporting documentation (i.e. certificates, licenses, transcripts, etc.) used to support qualifications demonstrated in resume and/or required by Qualifications Required section.
NOTE:
- Documents NOT accepted: photographs, copies of position descriptions, performance ratings, awards and letters of recommendation.
- Failure to submit any of the required documents by the closing date of the vacancy will result in your removal from consideration for this position.
- If multiple copies of the same document are uploaded and submitted with your application, only the last copy of the document uploaded will be considered when determining your eligibility and qualifications. For example, if you upload two or more resumes only the last resume uploaded and submitted will be considered.
- Applicants CANNOT be contacted for any required documents listed above. Applicants who submit INCOMPLETE APPLICATIONS will receive a rating of INELIGIBLE. Requests for reconsideration will not be considered for applicants who fail to submit a complete application package. We cannot be held responsible for incompatible software, erroneous fax transmissions, etc.
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/Occupational Questionnaire and submit the documentation specified in the Required Documents section. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12440257
A complete application package must be submitted by 11:59 PM Eastern Standard Time (8:59 PM Pacific Time) on the closing date of the announcement to receive consideration.
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 Occupational Questionnaire which you must complete in order to apply for the position. Complete the Occupational Questionnaire, 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/.
DO NOT Email applications directly to the HRO unless there are extenuating circumstances, Please Call the HRO contact listed in the event of extenuating circumstances.
Next steps
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.
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