SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Full Job Description

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.

This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2527P01 and is part of the DE Department of Information Mgmt, National Guard.

Military Grades: E-8/MSG-E-9/SGM, WO1-CW5,O-1/1LT-O4/MAJ Compatible Military Assignments: 17 & 25 Series (Preferred) SPECIALIZED EXPERIENCE: GS-12 Must have 1-year specialized experience equivalent to at least the next lower grade.

In addition to the OPM IORs (Alternative A) specialized experience examples, 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.

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

Experience that 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.

SUPERVISORY EXPERIENCE: Must have experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel.

QUALITY OF EXPERIENCE: Length of time is not of itself qualifying.

Candidates' experience should be evaluated based on the duties performed rather than strictly on the rank of the individual; however, established compatibility criteria/assignments must be followed.

The applicant's record of experience, training, and education must show possession of the knowledge, skills, and abilities needed to fully perform the duties of the position to be filled.

DEFINITION OF SPECIALIZED EXPERIENCE: **Specialized experience must be closely related to the work to be performed in the job for which you are applying and meet education, and other qualifications listed in the job announcement** Major Duties:

GS-2210-12: 1. Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition.

Reviews and approves: work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted.

Gives advice, counsels, or instructs individual employees, on both work and administrative matters.

Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints.

Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates.

Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities.

Determines and approves training needs and establishes formal training plans. 2.

Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk.

Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services.

Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others.

Maintains knowledge of expertise area through research, education, training, and on the job experiences. 3. Develops and manages customer service performance requirements.

Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements.

Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns.

Develops and maintains problem tracking and resolution databases.

The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity.

Identifies and applies multiple resources and approaches to obtain information and resolve inquiries.

Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract.

Provides computer resource acquisition management support and oversight of information technology assets. 4. Contributes to developing customer support policies, procedures and standards.

Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind.

Provides prompt and courteous service.

Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers.

Provides customer training on IT systems and processes as required. Performs other duties as assigned.