IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

THIS IS A NATIONAL GUARD TITLE 32 INDEFINITE EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2525P02/D2526P02 and is part of the CO JFHQ G6, National Guard.

Military Grades: E-1 thru O-2 or W-1 thru W-5 1. Specialized experience will be used to determine qualifications for the announced position. 2.

An applicant's RESUME must provide, in detail, how they meet each specialized experience listed below. 3.

It must be documented with "from (mm/yy)" and "to (mm/yy)" dates and description of the specialized experience.

DO NOT copy each bullet listed below word for word and place into your resume; you must describe your personal experience as it pertains to each bullet.

You will be immediately disqualified if you fail to include specialized experience in your resume. GS-09: Must have at least 12 months of Specialized Experience in each of the following: 1.

Experience receiving, maintaining, and issuing data storage media for computer operations. 2. Experience in scheduling the use of computer time for program processing. 3.

Experience collecting and sequentially staging input media with associated program instructions for processing. 4. Experience in at least one programming language. 5.

Experience interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow. 6.

Experience in analysis of the interrelationship of pertinent components of the system. 7. Experience planning the sequence of actions necessary to accomplish the assignment. 8.

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: Must have at least 12 months of Specialized Experience in each of the following: 1.

Experience that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization. 2.

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. 3.

Experience that required adaptations of guidelines or precedents to meet the needs of the assignment. 4.

Experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion.

Major Duties:

GS-09: This is a trainee position located in a State National Guard Headquarters in the G6.

This trainee position is classified at less than the full performance level for recruitment and training purposes.

The next higher/target level for this career ladder assignment is Information Technology Specialist (CUSTSPT), GS-2210-11, PD D2526P01.

Assignments are progressively more difficult until the full performance level of GS-2210-11 is reached. Supervisory requirements are progressively less detailed as the incumbent gains more experience.

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.

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.

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.

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. GS-11: This position works in the customer support service desk section.

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. Performs other duties as assigned.