Duties
JOB SUMMARY: The purpose of this position is to work in the customer support service desk section. Serves as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. Work is performed in a tiered Service Desk environment involving support to multiple sites for the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.
NATIONAL GUARD MEMBERSHIP IS REQUIRED. This is an excepted position that requires membership in a compatible military assignment in the Connecticut Army National Guard.
The major duties include, but are not limited to:
- Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support).
- Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
- Receives requests for resolution of hardware or software problems that may require in-depth research.
- Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
- Provides Tier II support for end-user hardware failures.
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 meet Compatible Military Assignment within one year from placement.
- Wear of the military uniform is mandatory.
- Direct Deposit is mandatory.
- Must be able to obtain and maintain a secret security clearance.
- Incumbent is required to serve a 2-year trial/probationary period.
Qualifications
GENERAL EXPERIENCE: 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: Your resume and any other supporting documentation you wish to provide must clearly substantiate you currently possess 36 months of specialized experience in the following:
- 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.
KNOWLEDGE, SKILLS AND ABILITIES:
- Knowledge knowledge of a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems.
- Skill in applying a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems.
- Knowledge of mobile device functionality and PII security for compliance with all applicable official guidance and publication.
- Ability to provide advice and assistance to customers, troubleshoots complex problems, and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities.
COMPATIBLE MILITARY ASSIGNMENT: All applications will be considered regardless of Branch/AOC/FA/MOS. Incumbent will be required to be assigned to compatible military position within 1 year of selection. The selected individual may be required to attend formal technician school training.
MILITARY GRADE (Prior to Application): Enlisted: E-4 through E-8
UNIT OF ASSIGNMENT: Any unit within the state
SPECIAL REQUIREMENTS: This position requires a security clearance (secret) which the applicant must possess or be able to obtain a clearance within one year of appointment.
CONDITION OF EMPLOYMENT: This position is covered under the Information Assurance Workforce Improvement Program and requires Information Assurance (IA) Technical Level II Certification. IA Baseline Certification is required within 6 months of assignment to the position. Employee will be required to maintain certification status and complete continuous education or sustainment training as required by certification. Failure to receive the proper IA certification may results in removal from this position.
CONDITION OF EMPLOYMENT: Training at the National Guard Professional Education Center (NGPEC) is a mandatory condition of employment, subject to availability of resources. NGB prescribed courses at NGPEC must be completed within 6 months of assignment to this position. Failure to complete course(s) may result in reassignment or termination of full-time employment unless extenuating circumstances preclude course attendance.
CONDITION OF EMPLOYMENT: You will be required to serve a 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
- your performance and conduct;
- the needs and interests of the agency;
- whether your continued employment would advance organizational goals of the agency or the Government; and
- whether your continued employment would advance the efficiency of the Federal service.
Upon completion of your trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: At the GS-11 level, a Ph.D. or equivalent, or 3 years of
progressively higher level graduate education leading to such a degree. (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).
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.
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.
Additional information
Primary Change of Station (PCS) relocation expenses will NOT be paid.
To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to E.O. 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
Under 32 U.S.C. 709, Veterans Preference does NOT apply.
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).
MILITARY INCENTIVES - BONUSES AND STUDENT LOAN REPAYMENT PROGRAM: If you are selected for this position, you may lose your eligibility for your National Guard Enlistment/Reenlistment Bonus and Student Loan Repayment Program (incentives). In order to avoid losing your incentive eligibility, you should check with your serving incentive manager (CTARNG-G1 or CTANG-Retention Office) prior to accepting an offer for the position. For M-Day/Traditional personnel who are currently receiving incentives to include Bonuses and the Student Loan Repayment Program, the following termination rule applies:
Incentive Termination without Recoupment: If you accept a Military Technician (Mil Tech) Permanent position where membership in the National Guard is a condition of employment, your bonus will be terminated with no recoupment as long as you have served at least 6 months of the bonus contract following receipt of the initial bonus payment.
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.
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 ensure you follow all instructions carefully. Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. Applicant must ensure resume and any other required supporting documentation clearly portrays that s/he meets the required experience level for the position. Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position.