THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. THIS IS A TEMPORARY NTE 1 YEAR This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number T57022P1 and is part of the CYBER INFORMATION, National Guard. This vacancy does not meet the criteria for appointment of annuitants.

Duties

As a IT Specialist (Customer Support), GS-2210-11, you will serve as an Information Technology (IT) Specialist (CUSTSPT) responsible for the 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, the incumbent is responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. Work is performed in a tiered Service Desk environment involving support to multiple sites for the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.

Requirements

• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays.
• Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
• May occasionally be required to work other than normal duty hours; overtime may be required.
• The employee may be required to travel in military and/or commercial vehicles to perform temporary duty assignments.

Qualifications

EXPERIENCE: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriateGS-5 through GS-15 (or equivalent): For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Knowledge of and skill in applying a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems. Customer Service - Participates in the planning and delivery of a full range of customer support services to the organization. Oral Communication - Provides advice and assistance to customers, troubleshoots complex problems, and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities. Problem Solving - Independently plans and carries out the assignment in conformance with accepted policies and practices and adheres to instructions, policies, and guidelines in exercising judgement to resolve commonly encountered work problems and deviations and brings controversial information or findings to the supervisor's attention for direction. and Specialized Experience for GS-7 (or equivalent) and Above: Positions at GS-7 (or equivalent) and above require one year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. The employing agency is responsible for defining the specialized experience based on the requirements of the position being filled.

Education

If you are using Education to qualify for this position,

GS-11 (or equivalent)Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree

You must provide OFFICIAL transcripts or other documentation to support your Educational claims. To receive credit for Education, you must provide documentation of proof that you meet the Education requirements for this position.

Contacts

• Address CYBER INFORMATION 330 OLD NISKAYUNA ROAD LATHAM, NY 12110 US
• Name: New York HRO
• Email: [email protected]