THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a IT SPECIALIST (CUSTSPT) (Title 5), Position Description Number T57022P3 and is part of the OK JFHQ, Oklahoma Army National Guard.

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.

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 obtain and maintain a minimum of SECRET clearance.
• However, TOP SECRET (TS) security clearance with eligibility for access to Sensitive Compartmented Information (SCI) may be required based on the highest classification level utilized in the state.
• 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.
• 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.
• 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.
• The employee may be required to travel in military and/or commercial vehicles to perform temporary duty assignments.
• Position is designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by NIST SP 800-181, National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework.

Qualifications

SPECIALIZED EXPERIENCE: Experience that demonstrated accomplishment of computer project assignments that required a range of knowledge of computer requirements and techniques. For example, assignments would show, on the basis of general design criteria provided, experience in developing modifications to parts of a system that required significant revisions in the logic or techniques used in the original development. Accomplishments, in addition to those noted for the GS-9 level, normally involve the following, or the equivalent: Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; 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; and Adaptation of guidelines or precedents to the needs of the assignment. Incumbent 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.

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.

You must provide 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 OK JFHQ 3501 MILITARY CIRCLE OKLAHOMA CITY, OK 73111-4305 US
• Name: James Wagoner
• Phone: (405) 228-5581
• Email: [email protected]