THIS IS A NATIONAL GUARD T32 EXCEPTED SERVICE NON-BARGAINING POSITION. This position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), PD# D2527000 and is part of the MTARNG. (PD can be obtained from HRO) ***Incentives may be authorized IAW agency policy*** Selecting Official: Jason Magera Advertised T5: MT-12086104-T5-23-466 (CAT 1-6, Veterans' Preference DOES NOT apply) MT-12086105-T5-23-467 (CAT 7, Open to Public, Veterans' Preference DOES apply)

Duties

This position is located at the State National Guard Headquarters in the J6 / G6 / Chief Information Officer directorate. This is a National Guard Dual Status Technician position requiring military membership. 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. 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. Performs other duties as assigned.

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 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.
• Applicants who are not currently a member of the National Guard must be eligible for immediate membership and employment in the National Guard in the military grade listed in this announcement.
• 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.
• Appointments in the Title 32 MTNG technician program may terminate/suspend your military incentives; please see your MTNG Retention Office/Military Personnel Incentive Program Manager for details.
• Must be able to obtain and maintain the appropriate security clearance of the position.
• Must complete appropriate training and obtain required certifications IAW DoDI 8140, DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Management Level II within 6 months of employment pending training seat availability.
• External applicants must be able to start within 6 months of selection.

Qualifications

Military Grades: E6 - O5 GENERAL EXPERIENCE: 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 at least 36 months 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 in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel. SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: A Ph.D. or equivalent, or 3 years of progressively higher-level graduate education leading to such a degree may be substituted for the experience requirements. Major study-computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or course work that required the development or adaptation of computer programs and systems and provided knowledge equivalent to a major in the computer field. If you are substituting education for specialized experience to assist in qualifying for this position, you must provide a copy of all relevant transcripts to support your educational claims. (Copy of official transcripts may be required at a later date.)

Education

This job does not have an education qualification requirement.

Contacts

• Address MT J6 1956 MT MAJO STREET FORT HARRISON, MT 59636 US
• Name: Jessica Wharton
• Email: [email protected]