IT SPECIALIST (CUSTOMER SUPPORT)(Title 32)
What you'd do
THIS IS A TITLE 32 DUAL STATUS POSITION DUTY LOCATION: Deputy Chief of Staff Information Management (DCSIM), Hartford, CT AREA(S) OF CONSIDERATION: Area 1: All currently employed full-time permanent and indefinite personnel, assigned to the G6 of the Connecticut Army National Guard.
Major 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.
What you need to qualify
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.
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