IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

Opened Area(s) of Consideration: 1, 2 DEFINITION OF AREA(S) OF CONSIDERATION: Area 1 - AKNG Permanent or Indefinite technicians. Area 2 - All AKNG members.

PDCN: D2526P02 Selecting Supervisor: Timothy N.

Kelly-Stahlnecker To qualify at the GS-11 level, you must possess the Experience or Education as described below: Experience: 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.

Individuals must have IT-related experience demonstrating each of the four competencies listed below. 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 Additionally, must have 1-year Specialized Experience equivalent to at least the next lower grade, GS-09.

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.

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. OR Education: 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 *Education: All academic degrees and coursework must be from accredited or pre-accredited institutions* *Note: To qualify using education as the basis, you must include a copy of your transcript.* EXPERIENCE REQUIREMENTS: Resume must have complete dates and hours worked per week for each occurrence of both civilian and military employment (Example: 2 JAN 1980 to 3 MAR 1981; 0800-1630 M-F or JAN 1980 to MAR 1981; 40 hrs/wk) Use of year only will result in disqualification.

The duties listed must fully substantiate -in your own words- that you meet the minimum requirements and specialized experience listed above, in detail; otherwise, you will not be considered qualified for this position.

Length of time is not of itself qualifying. Your experience will be evaluated on the basis of duties performed.

Your record of experience and/or training must show possession of the knowledge, skills and abilities needed to fully perform the duties of the position. Major Duties:

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.

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. Applies appropriate security measures consistent with approved security standards.

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. 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.

Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training.

Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.

Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for.

Performs cyclic inventories as required by the Command Supply Discipline Program. Performs other duties as assigned.