TITLE 32 IT SPECIALIST (CUSTOMER SUPPORT) (MI G6)

Summary

THIS IS AN ARMY NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a TITLE 32 IT SPECIALIST (CUSTOMER SUPPORT) (MI G6), Position Description Number NGD2525P02 and NGD2526P02 and is part of the MI JFHQ Army, Michigan Army National Guard. MICHIGAN ARMY NATIONAL GUARD MEMBERSHIP IS REQUIRED. If you are not sure you are eligible for military membership, please contact a Michigan Army National Guard recruiter prior to applying for this position.

Duties

• ***THIS IS A TITLE 32 NATIONAL GUARD POSITION THAT REQUIRES MILITARY MEMBERSHIP*** This is a trainee position located in a State National Guard Headquarters in one of the following: CIO/J6/G6/; USPFO; Recruiting Retention Battalion. This trainee position is classified at less than the full performance level for recruitment and training purposes. The next higher/target level for this career ladder assignment is Information Technology Specialist (CUSTSPT), GS-2210-11, PD D2526P01. Assignments are progressively more difficult until the full performance level of GS-2210-11 is reached. Supervisory requirements are progressively less detailed as the incumbent gains more experience. GS9 This is a developmental position. The next full performance target level (FPL) for this career ladder assignment is Information Technology Specialist (CUSTSPT) GS-2210-11, D2526P01. The incumbent performs GS-2210-09 duties under closer than normal supervision. Must complete at least 12 months of specialized work experiences at this grade to successfully achieve the GS-2210-11 competency. The GS-2210-09 position task assignments become progressively more difficult until the target level GS-2210-11 is reached. Performs the basic duties and has the basic responsibilities as described in the GS-2210-11 position description; however, detailed assistance, guidance, and support from the supervisors and co-workers are provided, as required, until statutory and performance requirements for advancement to the next higher level are met. Receives formal and/or on-the-job instructions designed to familiarize incumbent with the functions and operations of the program area and work responsibility. Incumbent is provided practical experience in the application of related knowledge and applies professional and/or management theory, principles, and practices to complete the assigned work. GS11 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. 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. 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. 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 syste…

Qualifications

Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the dates of each period of employment (from MM/YYYY to MM/YYYY) and the number of hours worked per week. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. For additional information see: What to include in your resume. NOTE: All job seekers will be required to limit their resumes to 2 pages in length when applying for job opportunity announcements (JOAs) MILITARY GRADE: E4-E6 Selectee(s) must be within the military grade(s) listed in this job announcement prior to the effective date of placement into the technician position to ensure to avoid grade inversion, as determined by the Human Resources Office (HRO). Technicians will not be militarily senior to their full-time supervisor or wage leader (Grade Inversion). Enlisted members currently at a higher grade than allowed by the position (see Military Grade Requirement above) may apply; however, they must administratively reduce prior to appointment and provide confirmation of the reduction to HRO. GENERAL EXPERIENCE: 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. SPECIALIZED EXPERIENCE: GS9 In addition to the OPM IORs (Alternative A) specialized experience examples, 24 months specialized experience includes experience, education, or training 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 In addition to the OPM IORs (Alternative A) specialized experience examples, 36 months specialized experience includes 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 ass…

Education

You must meet the following Education requirement to qualify for education in lieu of specialized experience for this position: GS9 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 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.