THIS IS A NATIONAL GUARD TITLE 32 TEMPORARY EXCEPTED SERVICE POSITION. This National Guard position is for a SUPV IT SPECIALIST (PLCYPLN) TITLE 32 TEMPORARY, Position Description Number D2527000 and is part of the NH ARNG DCSIM, National Guard. This vacancy is to gather applications that may or may not result in a referral or selection.

Duties

This position supervises the customer support service desk section. Serves as a Supervisory Information Technology (IT) Specialist (CUSTSPT) responsible for the planning and 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 Supervisor, the incumbent is responsible for coordinating first and second tier technical support by all Service Desks under the direction of the J6 / G6 / CIO directorate and is also responsible for customer relationship building and problem resolution management. MAJOR DUTIES: 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. 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. 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. 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.

Requirements

• NATIONAL GUARD MEMBERSHIP IS REQUIRED. If you are not sure you are eligible for military membership, please contact a National Guard recruiter PRIOR to applying for this position.
• This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard, required PRIOR to the effective date of placement.
• Selectee will be required to wear the military uniform.
• Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment.
• Males born after 31 December 1959 must be registered for Selective Service.
• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• Participation in direct deposit is mandatory.
• Must be able to obtain and maintain the appropriate security clearance for the position.
• May occassionally be required to work other than normal duty ours; overtime may be required.
• CompTIA Security+ required within 6 months, (ISC)2 CISSP preferred
• Some compensatory time may be needed to meet mission requirements.

Qualifications

Compatible military grade and assignment required prior to the effective date of placement. This is a Title 32 excepted service position that requires membership in a compatible military assignment in the employing state's National Guard. Military Grades: 01 to 03; CW3 to CW4 Compatible Military Assignments: 17, 25 Series Minimum Requirements: 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. Specialized Experience: Must have one year of specialized experience at the GS-11 level or equivalent? Must have experience that demonstrates accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. Must have knowledge that demonstrates the ability to analyze a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project. It is not necessary for applicants to possess the MOS/AFSC listed as compatible to the position in order to apply, however applicant must meet the qualifications for the position. It is applicant's responsibility to acquire a compatible MOS/AFSC within 1 year of appointment. Coordinate with your unit's training representative to determine whether or not you can qualify for a specific MOS/AFSC and/or receive training within the 1 year timeframe before accepting the position.

Contacts

• Address NH ARNG DCSIM State Military Reservation Concord, NH 03301 US
• Name: Doreen Sears
• Phone: (603) 225-1376
• Email: [email protected]