A IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, 1. 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. (40%)
2. 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. (40%)
3. 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. (10%)
4. 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. (10%)
Minnesota National Guard Membership is required. if you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position. Applicants who are not currently a member of the MN National Guard must be eligible for immediate membership and employment in the National Guard in the military grade listed in this announcement.
Selectee will be required to wear the military uniform.
Federal employment suitability as determined by a background investigation.
May be required to successfully complete a probationary period.
Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment.
Must be able to obtain and maintain the appropriate security clearance of the position.
Most MNNG position are 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.
MILITARY COMPATIBILITY:
Upon selection, individuals will undergo a background check to validate suitability for employment with the federal government as permitted by law, regulation, Presidential order or other authority. Suitability is dependent upon the particular requirements for security clearance, sensitivity level, and DOD IT network access. Items checked include, but are not limited to all criminal history record information, employment history, education and fiscal accountability/responsibility.
The individual selected must be assigned to a compatible military position and must also maintain satisfactory membership in the Minnesota Army National Guard.
Qualifications
MILITARY GRADES: Enlisted through CW2
Failure to obtain a compatible MOS may result in termination of employment.
GENERAL AND SPECIALIZED EXPERIENCE QUALIFICATIONS REQUIREMENTS:GS-11 and above - 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
Education
EDUCATION: 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.
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
REMARKS: No PCS available. Position will not be filled until current incumbent vacates. Sensitivity Level 2. Participation in direct deposit is mandatory. - Males born after 31 December 1959 must be registered for Selective Service.
Acceptance of a Technician position may result in the termination of your Selected Reserve bonus.
Should a position be announced at less than the authorized grade, the selected applicant may be non-competitively promoted when he/she meets all qualifications and is submitted for promotion by the supervisor.
IAW NGR 600-25 AND AFI 36-101, grade inversion within the full-time workforce is not permitted.
Males applicants born after 31 December 1959 must be registered with the Selective Service System in compliance with the Defense Authorization Act of 1986, Section 1622 (https://www.sss.gov/RegVer/wfRegistration.aspx).
This is an Excepted Service position that requires active membership in a compatible MOS in the Minnesota Army National Guard and wear of the military uniform. Acceptance of an Excepted Service position constitutes concurrence with these requirements as a condition of employment. Applicants who are not currently enlisted in the Minnesota Army National Guard must be eligible for immediate enlistment or appointment. For enlistment/appointment criteria, consult www.nationalguard.com
The Minnesota Department of Military Affairs is an Equal Opportunity Employer. All qualified applicants will receive consideration for the position without discrimination for any non-merit reason(s) such as age, race, religion, gender, ethnic origin or non-disqualifying disability. Pre-selection is not only counter-productive to effective recruitment and placement, but also violates The Merit Placement Principles and will not be tolerated.
f you have information or questions regarding this issue, please contact the Equal Employment Manager at 651-282-4472 or 651-282-4078.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.
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.
AREAS OF PRIORITY: In Accordance with MN National Guard Regulation 690-335 (Army) or 36-1 (Air), Applications will be forwarded to the selection official to conduct reviews by area of priority as listed below
Area 1: Current On-board Minnesota National Guard Title 32 Technicians who are in permanent or indefinite technician status as a result of being competitively hired within that National Guard component applying for a position within the component which they are currently employed.
Area 2: Current Minnesota National Guard Title 32 Technicians who are in permanent or indefinite technician status as a result of being competitively hired at a sister component that is identified on the Position Vacancy Announcement (PVA), including onboard Title 5 employees that are also current members of MNNG; i.e. Army MNNG to Air MNNG, Air MNNG to Army MNNG.
Area 3: All Minnesota National Guard members currently assigned to the MNANG or to the MNARNG applying for a position within the component in which they are currently assigned. i.e. temporary technician or Traditional Guardsman.
Area 4: Currently assigned service members in other branches of the military outside of the Minnesota National Guard, to include those assigned to Active Duty, Reserve or other state's National Guard.
Area 5: All individuals able to and willing to become members of the Minnesota National Guard including prior service not currently assigned to a military component and non-prior service US civilians.
Evaluation Factors: Candidates will be evaluated on the basis of appropriate education, experience, training, self-development activities, and special awards. Candidates are considered on the basis of available information on their current application and supporting information that has been provided to this office. To ensure full consideration, applicants are urged to submit information about their training, self-development, outside experience, activities and awards. National Guard military (Part-time) service is considered as full-time experience when evaluated against the qualification requirements for a technician position. The applicant is credited with actual number of months the member has been in the National Guard if the experience is related.
Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.
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:
1. Resume and/or OF 612 showing work schedule, hours worked per week, dates (format must include Month and Year, e.g, 02/2017, Feb 2017, ect.) of employment and duties performed
2. Transcript: If position requires a degree or if using education to qualify
3. It is highly recommended that you also submit the AGO 163 to accurately reflect your military experience
Copies of the OF 612 and AGO 163: http://minnesotanationalguard.ng.mil/full-time-jobs-in-minnesota/
Other Required Documents: N/A
Job Information: Vacancy Identification Number ( 11980879 ), title ( IT SPECIALIST (CUSTOMER SUPPORT) ) and Grade(s) ( 11 ) for which you are applying for.
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/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/11980879
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement 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/.
MN HRO JFHQ
600 CEDAR STREET
SAINT PAUL, MN 55101
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.
CONTACTING US: After you have read all the instructions in this vacancy announcement, if you still have questions about this position or the application process, you may contact us at (651) 282-4155.
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:
1. Resume and/or OF 612 showing work schedule, hours worked per week, dates (format must include Month and Year, e.g, 02/2017, Feb 2017, ect.) of employment and duties performed
2. Transcript: If position requires a degree or if using education to qualify
3. It is highly recommended that you also submit the AGO 163 to accurately reflect your military experience
Copies of the OF 612 and AGO 163: http://minnesotanationalguard.ng.mil/full-time-jobs-in-minnesota/
Other Required Documents: N/A
Job Information: Vacancy Identification Number ( 11980879 ), title ( IT SPECIALIST (CUSTOMER SUPPORT) ) and Grade(s) ( 11 ) for which you are applying for.
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/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/11980879
A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement 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/.
MN HRO JFHQ
600 CEDAR STREET
SAINT PAUL, MN 55101
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.
CONTACTING US: After you have read all the instructions in this vacancy announcement, if you still have questions about this position or the application process, you may contact us at (651) 282-4155.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
