THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION THAT REQUIRES MILITARY MEMBERSHIP. This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number PDD2528000 and is part of the Mississippi National Guard.

Duties

As a IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, you will work at remote locations across the State or Commonwealth supporting a geographically dispersed customer base. Directly supervised by the service desk manager.The incumbent serves 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 1 and 2 technical support and customer relationship building and problem resolution management. Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports users on equipment and software; custom installation and maintenance of hardware and software; investigating and resolving problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving as a point of information for workstation operations. Receives, responds to, and ensures resolution of all types of help center calls. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental affect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Applies appropriate security measures consistent with approved security standards. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training. Performs other duties as assigned.

Requirements

Qualifications

NATIONAL GUARD MEMBERSHIP IS REQUIRED: This is an excepted service position that requires membership in a compatible military assignment in the National Guard. 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. MILITARY MEMBERS WITH BONUSES: Upon acceptance of a military technician position military members who are currently receiving a military Reenlistment/Extension Bonus (REB) or GI Bill-SR Kicker may lose incentive eligibility and may be subject to termination or suspension of incentive (includes indefinite and temporary technicians on assignment for more than 180 days in any continuous 12-month period). 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. If your resume does not include a narrative description of how you meet the GENERAL, SPECIALIZED experiences, and OTHER requirements, you may lose consideration for this position. Ensure that the Questionnaire is completed online in Application Manager. NOTES TO CANDIDATES: a. Situations of inversion of military rank are not permitted, i.e., a military technician may not be militarily senior to his or her full-time supervisor. b. Candidates may be screened and evaluated on military attributes directly related to the compatible military position required to be assigned into, such as, but not limited to, military bearing, leadership, or ability to work with others (teamwork) in a military environment. c. Include any volunteer work experience in your resume. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). d. Final selection will be based upon qualifications, suitability, and available manpower resources. e. This employer will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. f. Multiple vacancies may be filled from this announcement. g. If this announcement results in a temporary promotion for the selectee, it may become permanent at any time without further competition dependent on funding and manpower requirements.

Education

Contacts

• Address MS JFH MS G6 144 Military Drive Flowood, MS 39232 US
• Name: Stephen McCarthy
• Phone: 601-313-1917
• Email: [email protected]