THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a ITSPEC (CUSTSPT), Position Description Number T5243000 and is part of the CYBER INFORMATION, National Guard. This vacancy does not meet the criteria for appointment of annuitants.

Duties

Provides solutions to customer requests for assistance in resolving hardware and software problems. Systems used include personal computers, mini computers and mainframes. Develops and maintains the customer service database for all service requests. Receives, analyzes, and assigns control numbers to all incoming customer requests. Determines if equipment is covered by warranty or maintenance contract and processes accordingly. Uses a process for quickly assessing and determining the actual problems and either solves or assigns unresolved requests to appropriate specific functional area. Follows up with the functional areas to ensure problems are resolved and requests are completed. Ensure continual contact and update of status with the user.

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.
• Must be able to obtain security clearance within 1 year of appointment.
• 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.
• The employee may be required to travel in military and/or commercial aircraft to perform temporary duty assignments.
• Irregular and overtime (compensatory) hours may be required to support operational requirements or contingencies.
• The incumbent of this position description must have, at a minimum, a completed National Agency Check (NAC) prior to position assignment.
• Work may require access to classified information. Must be able to obtain and maintain the appropriate security clearance.
• current Title 5 employees, Title 32 technicians, and M-Day/DSG members of the NY Army National Guard.

Qualifications

GENERAL EXPERIENCE: 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 - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. SPECIALIZED EXPERIENCE: 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,
Education: All academic degrees and coursework must be from accredited or pre-accredited institutions.

Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

Ph.D. or equivalent doctoral degree

OR

3 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]