- Position Title
- IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32)
- Agency
- Army National Guard Units
- Announcement Number
- IL-11677684-AR-22-353 Opens in new window
- Open Period
- Tuesday, October 18, 2022 to Tuesday, October 17, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
US Citizens. Are you a US Citizen?
2.
Are you a current National Guard member within the state for which this position is being advertised?
3.
Are you a current Permanent full-time Dual Status National Guard Technician within the state for which this position is being advertised?
To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 (SF 50) reflecting your Permanent full-time status with the state National Guard.
To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 (SF 50) reflecting your Permanent full-time status with the state National Guard.
4.
Are you a current Temporary Indefinite full-time Dual Status National Guard Technician within the state for which this position is being advertised?
To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 (SF 50) reflecting your Indefinite full-time status with the state National Guard.
To verify your eligibility, you must submit a copy of your Notification of Personnel Action, Standard Form 50 (SF 50) reflecting your Indefinite full-time status with the state National Guard.
Preferences
1.
Select the lowest grade you are willing to accept for this position.
Conditions of Employment
This position has requirements which must be met prior to employment, and conditions for continued employment. Your answers to the questions in this section will indicate your understanding of, or possession of, these requirements and conditions.
1.
I have a valid, current state driver's license or I am able and willing to obtain and maintain a valid state driver's license.
2.
This position requires membership in the IL Army National Guard (IL ARNG). If you are not willing or are ineligible to join the IL ARNG, please do not apply to this announcement. If selected, you MUST be or become a member of the Selected IL ARNG.
Do you possess an IL ARNG membership, or are you willing to obtain, and maintain a membership in the IL ARNG?
Do you possess an IL ARNG membership, or are you willing to obtain, and maintain a membership in the IL ARNG?
3.
Please type your current RANK, AFSC/MOS, and UNIT in the space provided below.
If you are a member of another branch of service, please include your branch, rank and military specialty.
Prior service members should include their last rank held and military specialty.
Civilians should type "N/A". (limit 20 characters)
If you are a member of another branch of service, please include your branch, rank and military specialty.
Prior service members should include their last rank held and military specialty.
Civilians should type "N/A". (limit 20 characters)
Assessment 1
Respond to all questions. For each, choose the response that best describes your experience and/or training. Please note that your answers will be verified against the information you provide in your resume or application.
Select “Yes” or “No” to the following question(s).
1.
GENERAL EXPERIENCE: Do you possess 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?
2.
SPECIALIZED EXPERIENCE: Do you possess specialized experience for the GS-09 Level which includes 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?
3.
SPECIALIZED EXPERIENCE: Do you possess specialized experience for the GS-11 Level which includes 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?
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
4.
Detect damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements.
5.
Coordinate support actions with user, other IT personnel, and higher levels as required evaluating IT hardware and software used by activities.
6.
Apply appropriate security measures consistent with approved security standards.
7.
Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
8.
Trouble-shoot and repair IT systems and related components, (software & hardware) implementing Army standards and accepted practices notifying team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements.
9.
In case of system failure, make quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes.
10.
Address problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support) providing initial incident information to the Incident Response (IR) Specialty.
11.
Resolve problems to the extent possible before referring more difficult problems to appropriate levels.
12.
Receive requests for resolution of hardware or software problems that may require in-depth research.
13.
Analyze customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.
14.
Re-image customer workstations as needed and resolves complex problems including developing and/or using programs and techniques to isolate causes of problems and user errors.
15.
Provide Tier II support for end-user hardware failures; respond to a variety of failures to devise recovery plans for system failures.
16.
Provide support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
17.
Support users on equipment and software; custom installation and maintenance of hardware and software; investigate and resolve problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; document actions taken in Remedy ITSM or the current work ticket tracking system; and serve as a point of information for workstation operations.
18.
Receive, respond to, and ensure resolution of all types of help center calls.
19.
Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. working with users to test and evaluate a variety of software packages.
20.
Coordinate with external vendor support for warranty repairs when applicable and ensure proper escort assigned while work is performed.
21.
Maintain awareness of current trends in information technology; perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training.
22.
Work directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for.
23.
Perform cyclic inventories as required by the Command Supply Discipline Program.
24.
Your responses in this Assessment Questionnaire are subject to evaluation and verification. Later steps in the selection process are specifically designed to verify your responses. Deliberate attempts to falsify information will be grounds for disqualifying you or for dismissing you from employment following acceptance. Please take this opportunity to review your responses to ensure their accuracy. If you fail to answer this question, you will be disqualified from consideration for this position. I certify that, to the best of my knowledge and belief, all the information included in this questionnaire is true, correct, and provided in good faith. I understand that if I make an intentional false statement or commit deception or fraud in this application and its supporting materials, or in any document or interview associated with the examination process, I may be fined or imprisoned (18 U.S.C. 1001); my eligibilities may be canceled, I may be denied an appointment, or I may be removed and debarred from Federal service (5 C.F.R. part 731). I understand that any information I give may be investigated. I understand that responding "No" to this item will result in my not being considered for this position.