THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE BARGAINING UNIT POSITION. This IT SPECIALIST (CUSTOMER SUPPORT) position, Position Description T57021P1/T57022P1, is part of the Montana Army National Guard, J6. (Position Description can be obtained from HRO.) Selected candidates will NOT be required to be a member of the MTARNG. Selecting Official: Sidonie Mattoon Also Advertised As: T5: MT-12353997-T5-24-128 (Open to the Public, Veterans' Preference DOES Apply) T32: MT-12353990-AR-24-116

Duties

This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. This position works in the customer support service desk section. 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. 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. Addresses problems, installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. 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. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards. 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. 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. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. 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. 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.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.
• External applicants must be able to start within 6 months of selection.
• This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this 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 Technician Level II within 6 months of employment pending training seat availability.
• Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day.
• 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.

Qualifications

GENERAL EXPERIENCE: Must possess experience, education, and/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. GS-09 SPECIALIZED EXPERIENCE OR EDUCATION IN LIEU OF SPECIALIZED EXPERIENCE: Must possess at least 12 months experience, education, or training which is equivalent to the next lower grade (GS-07) in 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. (Must address these specialized experiences in resume to be considered for this grade.) OR Must have a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. 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. (Copies of all relevant transcripts must be provided to qualify using education.) OR Must have a combination of Specialized Experience and Education that equal 100% of the requirements. GS-11 SPECIALIZED EXPERIENCE OR EDUCATION IN LIEU OF SPECIALIZED EXPERIENCE: Must possess at least 12 months experience, education, or training which is equivalent to the next lower grade (GS-09) 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. (Must address these specialized experiences in resume to be considered for this grade.) OR Must have aPh.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. 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. (Copies of all relevant transcripts must be provided to qualify using education.) OR Must have a combination of Specialized Experience and Education that equal 100% of the requirements. PLACEMENT STATUS/TENURE OF SELECTEE FOR A NON PERMANENT T5 Position: TEMPORARY PROMOTION/REASSIGNMENT/CHANGE TO LOWER GRADE - For Title 5 permanent current employee as selectees only: This is may be an obligated position or term/indef only position. If a permanent employee in the Title 5 MT NG Excepted civil service employee accepts this position, he/she will retain their permanent status AND have rights to return to their previous Title 5 position. TEMPORARY PROMOTION/REASSIGNMENT/CHANGE TO LOWER GRADE - For Title 5 Term current employee as selectees only: This is may be an obligated position or term/indef only position. If a Term employee in the Title 5 MT NG Excepted civil service employee accepts this position, he/she will retain their Term status AND may have rights to return to their previous Title 5 position (if still available). INDEFINITE APPOINTMENT - For Current Title 32 selectees (any Status) or Title 5 NTE/VRA employees: This is may be an obligated position or term/indef only position. If an on-board employee in the Title 32 or NTE T5 excepted civil service accepts this position, he/she will convert to a T5 Term appointment (tenure 3) with possible permanent status OR without possible permanent status. This employee will have NO reemployment rights to their previous T32 position; but may be reinstated to Title 5 NTE/VRA position if still available. INDEFINITE APPOINTMENT - State National Guard Members not currently a MT NG federal employee: This is may be an obligated position or term/indef only position. Selectee will be appointed as a TERM T5 Term employment with possible permanent status OR without possible permanent status (tenure 3).

Education

If you are using Education to qualify for this position, copies of all relevant transcripts must be provided with application. (Official copies 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]