THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE NON-BARGAINING POSITION. ***Incentives may be authorized IAW agency policy*** This position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), PD# T5702300 & is part of the MTARNG, G6. (PD can be obtained from HRO.) Selecting Official: Jason Magera Also Advertised: T5 MT-12086105-T5-23-467 (CAT 7, Open to Public, Veterans' Preference DOES apply) T32 MT-12085777-AR-23-211

Duties

This position is located at the State National Guard Headquarters in the J6 / G6 / Chief Information Officer directorate. 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

• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• Participation in direct deposit is mandatory.
• If you are a Competitive employee your status will be converted to excepted with acceptance of this position.
• Selected candidates will NOT be required to be a member of the Montana Army National Guard.
• May occasionally be required to work other than normal duty hours; overtime may be required.
• This position is designated as Essential Personnel and may be subject to duty in preparation for, or in response to, a state emergency or disaster declaration.
• This designation will not exceed 14 calendar days per year unless otherwise approved in advance by the TAG.
• 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

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: For the GS-11 level, 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.

Education

EDUCATION REQUIREMENT:
Must have a high school diploma or general education development (GED) diploma. (A copy of the diploma may be required at a later date.)

IF USING EDUCATION AS A SUBSTITUTION FOR SPECIALIZED EXPERIENCE:
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.)

Contacts

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