Army National Guard Units Logo
Position Title
IT SPECIALIST (CUSTOMER SUPPORT)
Agency
Army National Guard Units
Announcement Number
NY-11995799-AR-23-420 Opens in new window
Open Period
Tuesday, June 6, 2023 to Thursday, July 6, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1. Current Army M-Day and current Air DSG members within the state for which you are applying.  Are you a current Army M-Day or current Air DSG member within the state for which this position is being advertised? (limit characters)
2. Current nationwide military/prior members willing and eligible to become National Guard members.  Are you a current military or prior member willing and eligible to become a National Guard member? (limit characters)
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.
(limit characters)
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.
(limit characters)
5. Are you a current Temporary 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 Temporary full-time status with the state National Guard.
(limit characters)
6. Are you a current National Guard member within the state for which this position is being advertised? (limit characters)
Miscellaneous
Please answer the following questions to the best of your ability. If you do not have an answer, please type in NA.
(limit characters)
1. Are you currently Title 32, Title 5, Priority Placement or Civilian?
(limit characters)
2. If you are a current Federal Employee, what is the name of the Agency and location? If not applicable, please answer NA.
(limit characters)
3. Retirement Date, if applicable. (limit characters)
4. Have you retired, or are you preparing to retire, from military service? (limit characters)
Assessment 1
Thank you for your interest in the IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, position at our Agency. We will evaluate your resume and your responses to this Assessment Questionnaire to determine if you are among the best qualified for this position. Your responses are subject to verification. Please review your responses for accuracy before you submit this questionnaire.
 
(limit characters)
Select “Yes” or “No” to the following question(s). (limit characters)
1. Do you meet the following Experience requirement(s)?

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
GS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled.
  1. Attention to Detail - Knowledge of and 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.
  2. Customer Service - Participates in the planning and delivery of a full range of customer support services to the organization.
  3. Oral Communication - Provides 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.
  4. Problem Solving - Independently plans and carries out the assignment in conformance with accepted policies and practices and adheres to instructions, policies, and guidelines in exercising judgement to resolve commonly encountered work problems and deviations and brings controversial information or findings to the supervisor's attention for direction.
and

Specialized Experience for GS-7 (or equivalent) and Above: Positions at GS-7 (or equivalent) and above require 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.
(limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
2. Do you have experience addressing problems; installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support)? (limit characters)
3. Do you have experience typically providing initial incident information to the Incident Response (IR) Specialty? (limit characters)
4. Do you have experience providing Tier II support for end-user hardware failures? (limit characters)
5. Do you have experience detecting damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements? (limit characters)
6. Do you have experiencetTrouble-shooting and repairing IT systems and related components, (software & hardware) implementing Army standards and accepted practices? (limit characters)
7. Do you have experience providing support and guidance on installing, and operating personal computers, peripheral equipment, and associated software? (limit characters)
8. Do you have experience supporting 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? (limit characters)
9. Do you have experience receiving requests for resolution of hardware or software problems that may require in-depth research? (limit characters)
Select “Yes” or “No” to the following question(s). (limit characters)
10. Are you currently serving in the US Armed Forces to include the National Guard or Reserves? (limit characters)
11. I certify that, to the best of my knowledge and belief, all of 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 or 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 eligibility 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.
(limit characters)