THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a IT Specialist (Customer Support), Position Description Number PDD2526P01 and is part of the WY Deputy Chief of Staff Information Management, Wyoming Army National Guard.

Duties

This position works in the Deputy Chief of Staff - Information Management's customer support service desk section and 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 II technical support at the Service Desk and responsible for customer relationship building and problem resolution management. (1) Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). (2) Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. (3) Receives requests for resolution of hardware or software problems that may require in-depth research. (4) Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. (5) In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. ** This is NOT an all-inclusive list of duties. *

Requirements

Qualifications

TECHNICIAN INFO Type of Appointment: Permanent Tenure: Group 1 or 2 Work Schedule: Monday - Friday, 7:00 am - 4:30 pm FLSA: Exempt Telework: The duties of this position require primary physical presence. Situational telework may be considered on a case-by-case basis. Para/Line: 1224/253 Selecting Official: CPT Andrew Wagnon AREAS OF CONSIDERATION: Primary consideration will be made from Areas 1, 2 and 4. If referrals are not made from the target category, subsequent referrals may next be made from Area 6 (if eligible). Area 1: All permanent and indefinite Wyoming National Guard (NG) WY ARNG employees assigned to the Deputy Chief of Staff for Information Management. Area 2: All permanent and indefinite Wyoming National Guard (NG) T32 Dual Status technicians employed within the Wyoming Army National Guard. Area 4: All current M-day soldiers of the Wyoming Army National Guard. Area 6: Current military members of the US Army, Army Reserves, or other states' Army National Guard units or prior service members of one of those military branches. Must be willing/eligible to join the Wyoming Army National Guard as a military member prior to appointment to position. MILITARY GRADE Min: E3/PFC Max: E7/ SFC DESCRIPTION OF WORK: Work in this series includes managing, supervising, leading, administering, developing, delivering, and supporting information technology (IT) systems and services. This series covers only those positions for which the paramount requirement is knowledge of IT principles, concepts, and methods, e.g., data storage, software applications, networking. SPECIALIZED EXPERIENCE: GS-09: Must possess experience, education, or training receiving, maintaining, and issuing data storage media for computer operations. Experience in scheduling the use of computer time for program processing. Experience collecting and sequentially staging input media with associated program instructions for processing. Experience in at least one programming language. Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. Experience interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow. Experience in analysis of the interrelationship of pertinent components of the system. Experience planning the sequence of actions necessary to accomplish the assignment. Experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. GS-11: Must possess 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. NOTE: Minimum Requirements and Specialized Experience will be used to determine qualifications for the announced position. Applicants must provide from (e.g., 02/2015 - 03/2017 or Feb 2017 - Mar 2017) dates and hours worked per week with description of your specialized experience on the resume. ASSURANCE CERTIFICATION REQUIREMENTS: Reference: DoD 8570.01-M, Information Assurance (IA) Workforce Improvement Program, Para C3.2.3. IA Technical (IAT) Category Level II Training Requirements Within 6 months of assignment of IA duties all military and government civilian IAT personnel must achieve IA Baseline Certification unless a waiver is granted. An individual needs to obtain only one of the "approved certifications" for IAT Level II to meet the minimum requirement. (Para: AP3.2.4.) SSCP = System Security Certified Practitioner CCNA or CCNA-Security = Cisco Certified Network Associate GSEC = Global Information Assurance Certification (GIAC) GIAC Security Essentials Certification Security+ CE CND = Certified Network Defender GICSP = GIAC Global Industrial Cyber Security Professional CySA+ = Cybersecurity Analyst Include a copy of certification if already completed with application. New hires' qualification periods begin the date they start in the position (i.e., they must obtain the appropriate certification within 6 months of being assigned IA functions). Personnel in technical category positions must be issued and retain an appointing letter to their IA duties including a statement of responsibilities for the system. A completed copy will be maintained in the individual's personnel record. Personnel in technical category positions must maintain certifications, as required by the certifying provider, to retain privileged system access. Personnel who are not appropriately qualified within 6 months of assignment to a position or who fail to maintain their certification status shall not be permitted privileged access and may lose their position of assignment if employee fails to attain or return to certified status. MILITARY REQUIREMENTS: Selected candidates will be required to be in a compatible military grade and assignment prior to the effective date of placement. DRIVER'S LICENSE: Must possess a valid driver's license.

Education

SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE:
*** College transcripts must be submitted when substituting education for experience.

Undergraduate and Graduate Education. 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.

GS-9 Education Substitution: Possess a master's degree or equivalent graduate degree; OR 2 full years of progressively higher-level graduate education leading to a master's degree or equivalent graduate degree. (Must include legible copies of transcripts with application)

GS-11 Education Substitution: Possess a Ph.D, or equivalent doctoral degree; OR 3 full years of progressively higher-level graduate education leading to a Ph.D. degree or equivalent doctoral degree. (Must include legible copies of transcripts with application)

Contacts

• Address WY Deputy Chief of Staff Information Management 5410 Bishop Blvd Cheyenne, WY 82009 US
• Name: Tzui Huang
• Phone: 307-772-5306
• Email: [email protected]