IT SPECIALIST (CUSTOMER SUPPORT) (T32, MERIT)

Summary

THIS IS A MERIT ARMY NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION UNIT: ARNG TRAINING SITE CMD DET LOCATION: Camp Ripley, Minnesota SELECTING OFFICIAL: MAJ Adam Stock, (320)-616-3089 ARMY NATIONAL GUARD MEMBERSHIP IS REQUIRED

Duties

• Major Duties: This is not an all-inclusive list A IT SPECIALIST (CUSTOMER SUPPORT) (T32, MERIT), GS-2210-9/11, GS 09: 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. (40%) 2. 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. (40%) 3. 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. (20%) Performs other duties as assigned Incumbent is considered eligible for non-competitive promotion to target position upon meeting time in-grade restrictions and the following requirements: (1) Incumbent demonstrates ability to perform at target grade level; (2) Higher level work exists at target grade level; (3) Increased responsibilities are assigned; (4) Supervisor recommends promotion; (5) Incumbent completes all required training and conditions of employment, and (6) Incumbent completes all regulatory requirements for career ladder promotions. Consequently, promotion is not guaranteed. Performs other duties as assigned. GS 11: 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.( 40%) 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. ( 40%) 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. (10%) Performs other duties as assigned. The above does not list all duties. The full list of duties can be provided upon request.

Qualifications

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. In describing your experience, please be clear and specific. We will not make assumptions regarding your experience. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. MILITARY GRADES: ENLISTED/WARRANT/OFFICER Failure to obtain a compatible MOS may result in termination of employment. GENERAL AND SPECIALIZED EXPERIENCE QUALIFICATIONS REQUIREMENTS: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Specialized Experience for GS-7 (or equivalent) and Above: one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled. Functional Manager Specialized Experience Requirements: GS-09 - 1-year specialized experience equivalent to at least the next lower grade. 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. GS-11 - 1-year specialized experience equivalent to at least the next lower grade. 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 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: If using education to qualify: GS-9 (or equivalent) master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree GS-11 Ph.D. or equivalent doctoral degree or 3 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.

Requirements

CONDITIONS OF EMPLOYMENT Minnesota National Guard Membership is required. Selectee will be required to wear the military uniform. Federal employment suitability as determined by a background investigation. May be required to successfully complete a probationary period. Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment. Most MNNG position are 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. Must obtain and maintain a minimum of SECRET clearance. However, TOP SECRET (TS) security clearance with eligibility for access to Sensitive Compartmented Information (SCI) may be required based on the highest classification level utilized in the state. Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140 or DOD 8570.0lM or applicable governing document(s) for Cyber workforce as an IA Technician Level II within 9 months of employment pending training seat availability. Position is designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by NIST SP 800-181, National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework. Which establishes the Tasks, Skills, Knowledge and Abilities expected of this position. May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays. Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day. MILITARY COMPATIBILITY: Upon selection, individuals will undergo a background check to validate suitability for employment with the federal government as permitted by law, regulation, Presidential order or other authority. Suitability is dependent upon the particular requirements for security clearance, sensitivity level, and DOD IT network access. Items checked include, but are not limited to all criminal history record information, employment history, education and fiscal accountability/responsibility. The individual selected must be assigned to a compatible military position and must also maintain satisfactory membership in the Minnesota Army National Guard.

Evaluations

AREAS OF PRIORITY: In Accordance with MN National Guard Regulation 690-335 (Army) or 36-1 (Air), Applications will be forwarded to the selection official to conduct reviews by area of priority as listed below Area 1: Current On-board Minnesota National Guard Title 32 Technicians who are in permanent or indefinite technician status as a result of being competitively hired within that National Guard component applying for a position within the component which they are currently employed. Area 2: Current Minnesota National Guard Title 32 Technicians who are in permanent or indefinite technician status as a result of being competitively hired at a sister component that is identified on the Position Vacancy Announcement (PVA), including onboard Title 5 employees that are also current members of MNNG; i.e. Army MNNG to Air MNNG, Air MNNG to Army MNNG. Evaluation Factors: Candidates will be evaluated on the basis of appropriate education, experience, training, self-development activities, and special awards. Candidates are considered on the basis of available information on their current application and supporting information that has been provided to this office. To ensure full consideration, applicants are urged to submit information about their training, self-development, outside experience, activities and awards. National Guard military (Part-time) service is considered as full-time experience when evaluated against the qualification requirements for a technician position. The applicant is credited with actual number of months the member has been in the National Guard if the experience is related. 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.

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 below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13070428 A complete application package must be submitted by 11:59 PM (EST) 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 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/.

What to expect next

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. CONTACTING US: After you have read all the instructions in this vacancy announcement, if you still have questions about this position or the application process, you may contact us at (651) 282-4155.

Required documents

To apply for this position, you MUST submit a complete Application Package which includes: 1. Resume showing work schedule (Full-time, Part-time, Intermittent), hours worked per week, To and From Dates (format must include Month and Year, e.g, 02/2017, Feb 2017, ect.) of employment and duties performed. 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/DD/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. 2. SF50 3. Transcript: If position requires a degree or if using education to qualify Other Required Documents: Additional certifications, transcripts, training reports, and related credentials as applicable Job Information: Vacancy Identification Number ( 13070428 ), title ( IT SPECIALIST (CUSTOMER SUPPORT) (T32, MERIT) ) and Grade(s) ( 9/11 ) for which you are applying for. Do not include the following types of information in your profile or resume: Classified or government sensitive information Social Security Number (SSN) Photos of yourself Personal information, such as age, gender, religious affiliation, etc. Encrypted and digitally signed documents

Other information

REMARKS: No PCS available. Position will not be filled until current incumbent vacates. Sensitivity Level 2. Participation in direct deposit is mandatory. - Males born after 31 December 1959 must be registered for Selective Service. Acceptance of a Technician position may result in the termination of your Selected Reserve bonus. IMPORTANT NOTES: Should a position be announced at less than the authorized grade, the selected applicant may be non-competitively promoted when he/she meets all qualifications and is submitted for promotion by the supervisor. IAW NGR 600-25 AND AFI 36-101, grade inversion within the full-time workforce is not permitted. Males applicants born after 31 December 1959 must be registered with the Selective Service System in compliance with the Defense Authorization Act of 1986, Section 1622 (https://www.sss.gov/RegVer/wfRegistration.aspx). This is an Excepted Service position that requires active membership in a compatible MOS in the Minnesota Army National Guard and wear of the military uniform. Acceptance of an Excepted Service position constitutes concurrence with these requirements as a condition of employment. Applicants who are not currently enlisted in the Minnesota Army National Guard must be eligible for immediate enlistment or appointment. For enlistment/appointment criteria, consult www.nationalguard.com. Military skill set is determined by MOS requirements. Upon selection, individuals must be assigned to a compatible military MOS in accordance with statutes and National Guard Bureau regulations and must obtain/maintain all requirements of the AFSC/MOS. The Minnesota Department of Military Affairs is an Equal Opportunity Employer. All qualified applicants will receive consideration for the position without discrimination for any non-merit reason(s) such as age, race, religion, gender, ethnic origin or non-disqualifying disability. Pre-selection is not only counter-productive to effective recruitment and placement, but also violates The Merit Placement Principles and will not be tolerated. If you have information or questions regarding this issue, please contact the Equal Employment Manager at 651-282-4472 or 651-282-4078.