JOB SUMMARY: The purpose of this position is to serve 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.
NATIONAL GUARD MEMBERSHIP IS REQUIRED. This is an excepted position that requires membership in a compatible military assignment in the Connecticut Army National Guard.
The major duties include, but are not limited to:
Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support).
Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
Receives requests for resolution of hardware or software problems that may require in-depth research.
Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
Typically provides initial incident information to the Incident Response (IR) Specialty.
Males born after 31 December 1959 must be registered for Selective Service.
Federal employment suitability as determined by a background investigation.
Must meet Compatible Military Assignment within one year from placement.
Wear of the military uniform is mandatory.
Direct Deposit is mandatory.
Must be able to obtain and maintain a secret security clearance.
Qualifications
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: Your resume and any other supporting documentation you wish to provide must clearly substantiate you currently possess 36 months of specialized experience in the following:
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.
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to research and analyze data.
Ability to communicate orally and in writing.
Skill in organizing work in a logical sequence.
Knowledge of computer programming techniques.
Skill in evaluating and making recommendations for automated data processing programs and equipment.
COMPATIBLE MILITARY ASSIGNMENT: All applications will be considered regardless of Branch/AOC/FA/MOS. Incumbent will be required to be assigned to compatible military position within 1 year of selection. The selected individual may be required to attend formal technician school training.
MILITARY GRADE(Prior to Appointment): Enlisted: E-1 through E-7 COMPATIBLE MILITARY ASSIGNMENT: ECMF: 25 UNIT OF ASSIGNMENT: Any aviation unit within state
SPECIAL REQUIREMENTS: This position requires a security clearance (secret) which the applicant must possess or be able to obtain a clearance within one year of appointment.
CONDITION OF EMPLOYMENT (IT Positions): This position is covered under the Information Assurance Workforce Improvement Program and requires Information Assurance (IA) Technical Level II Certification. IA Baseline Certification is required within 6 months of assignment to the position. Employee will be required to maintain certification status and complete continuous education or sustainment training as required by certification. Failure to receive the proper IA certification may results in removal from this position.
Education
SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree. 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.
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.
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.
Additional information
Primary Change of Station (PCS) relocation expenses will NOT be paid.
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.
This position is represented by the Association of Civilian Technicians, Chapter 98.
Under 32 U.S.C. 709, Veterans Preference does NOT apply.
If you are a male applicant who was born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency (https://www.sss.gov/RegVer/wfRegistration.aspx).
If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
MILITARY INCENTIVES - BONUSES AND STUDENT LOAN REPAYMENT PROGRAM: If you are selected for this position, you may lose your eligibility for your National Guard Enlistment/Reenlistment Bonus and Student Loan Repayment Program (incentives). In order to avoid losing your incentive eligibility, you should check with your serving incentive manager (CTARNG-G1 or CTANG-Retention Office) prior to accepting an offer for the position. For M-Day/Traditional personnel who are currently receiving incentives to include Bonuses and the Student Loan Repayment Program, the following termination rule applies:
Incentive Termination without Recoupment: If you accept a Military Technician (Mil Tech) Permanent position where membership in the National Guard is a condition of employment, your bonus will be terminated with no recoupment as long as you have served at least 6 months of the bonus contract following receipt of the initial bonus payment.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Please ensure you follow all instructions carefully. Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. Applicant must ensure resume and any other required supporting documentation clearly portrays that s/he meets the required experience level for the position. Please ensure your resume accurately reflects the duties and responsibilities under each position you have held with each employer. In describing your experience, please be clear and specific. It is your responsibility to make sure your resume states complete information for each job entry (beginning and ending dates of employment stated as MM/YYYY; and total hours worked per week). If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified and you will no longer be considered for this position.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
To apply for this position, you must submit a complete Application Package which includes:
Resume showing relevant experience
Responses to the Assessment Questionnaire
Unofficial Transcripts, if used to qualify (An official transcript may be required before being hired.)
OF 306 - Declaration of Federal Employment (THIS FORM NEEDS YOUR SIGNATURE ON PAGE 2 AND MUST BE DATED WITHIN SIX MONTHS OF THE CLOSING DATE STATED ON THE ANNOUNCEMENT)
If you do not submit the required OF 306, you will be disqualified.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
A complete application package must be submitted by 06/02/2023 on to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
CT 1109th TASMG
Groton-New London Airport
Groton, CT 06340
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
Thank you for your interest in the Connecticut National Guard!
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must submit a complete Application Package which includes:
Resume showing relevant experience
Responses to the Assessment Questionnaire
Unofficial Transcripts, if used to qualify (An official transcript may be required before being hired.)
OF 306 - Declaration of Federal Employment (THIS FORM NEEDS YOUR SIGNATURE ON PAGE 2 AND MUST BE DATED WITHIN SIX MONTHS OF THE CLOSING DATE STATED ON THE ANNOUNCEMENT)
If you do not submit the required OF 306, you will be disqualified.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
A complete application package must be submitted by 06/02/2023 on to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
CT 1109th TASMG
Groton-New London Airport
Groton, CT 06340
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
Thank you for your interest in the Connecticut National Guard!
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
