THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.
This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32), Position Description Number D2526P01 and is part of the IL DCSIM, National Guard.
Summary
THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.
This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32), Position Description Number D2526P01 and is part of the IL DCSIM, National Guard.
As a IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32), GS-2210-9/11, you will work in the customer support service desk section serving 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; responsible for providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management; involves 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.
Major Duties - This is NOT an all-inclusive list:
Detect damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements.
Coordinate support actions with user, other IT personnel, and higher levels as required evaluating IT hardware and software used by activities.
Apply appropriate security measures consistent with approved security standards.
Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
Trouble-shoot and repair IT systems and related components, (software & hardware) implementing Army standards and accepted practices notifying team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements.
In case of system failure, make quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes.
Address problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support) providing initial incident information to the Incident Response (IR) Specialty.
Resolve problems to the extent possible before referring more difficult problems to appropriate levels.
Receive requests for resolution of hardware or software problems that may require in-depth research.
Analyze customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.
Re-image customer workstations as needed and resolves complex problems including developing and/or using programs and techniques to isolate causes of problems and user errors.
Provide Tier II support for end-user hardware failures; respond to a variety of failures to devise recovery plans for system failures.
Provide support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
Support users on equipment and software; custom installation and maintenance of hardware and software; investigate and resolve problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; document actions taken in Remedy ITSM or the current work ticket tracking system; and serve as a point of information for workstation operations.
Receive, respond to, and ensure resolution of all types of help center calls.
Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. working with users to test and evaluate a variety of software packages.
Coordinate with external vendor support for warranty repairs when applicable and ensure proper escort assigned while work is performed.
Maintain awareness of current trends in information technology; perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training.
Work directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for.
Perform cyclic inventories as required by the Command Supply Discipline Program.
To ensure compliance with an applicable nationwide preliminary injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, our agency will take no action to implement or enforce the COVID-19 vaccination requirement for Federal Employees. Our agency may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.
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.
This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard, required prior to the effective date of placement.
Selectee will be required to wear the military uniform.
Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment.
Applicants who are not currently a member of the National Guard must be eligible for immediate membership and employment in the National Guard in the military grade listed in this announcement.
Males born after 31 December 1959 must be registered for Selective Service.
Federal employment suitability as determined by a background investigation.
May be required to successfully complete a probationary period.
Participation in direct deposit is mandatory.
Recruitment and relocation incentives may be available for this position.
Qualifications
AREA OF CONSIDERATION: The areas of considerations for this position, Title 32 Excepted Service (32 U.S. Code § 709), will be in the following manner and sequence:
The FIRST area of consideration for this position will be all excepted permanent and indefinite temporary technicians within the ILNG.
The SECOND area of consideration will be all current Federal Employees.
The THIRD area of consideration will be all Federal re-employment eligible.
The FOURTH area of consideration will be applicants willing to become T32 Dual Status Technicians and gain ILNG membership.
The FIFTH area of consideration will U.S. Citizens.
Military Grades: Enlisted and Warrant Officer
GENERAL EXPERIENCE: MUST possess 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: GS-11 Level - MUST possess specialized experience which includes 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. GS-09 Level - MUST possess specialized experience which includes at least 24 months experience, education, or training 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.
In order to be considered qualified, you must have one year of specialized experience equivalent to the next lower grade level in Federal service.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, i.e. the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed below. Please use as much detail as needed, giving dates (months and years) of the experience, position title and how the experience was gained. This information is needed to determine if you are qualified for the position.
Education
Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone. No substitution of education for experience is permitted for this occupational series and grade.
Additional information
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 (Register | Selective Service System : Selective Service System (sss.gov)).
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.
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.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
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:
REQUIRED DOCUMENTS: Your resume that clearly demonstrates experience that meets the requirements of this position. Your resume must contain identifiable information such as your name, address, and phone number. It should also show your work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed.
*NGIL Form 73 - Illinois National Guard Technician Program Supplement to Application for Dual Status (DS), to reflect military qualifications.
Complete and accurate data is essential to ensure fair evaluation, applicants with no military qualifications must submit form stating, "not applicable" and signature on page 2 of the NGIL Form 73.
Documents NOT accepted: photographs, copies of position descriptions, training certificates, performance ratings, awards, and letters of appreciation.
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/11677684
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/.
IL DCSIM
1301 N MacArthur Blvd
Springfield, IL 62702
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.
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:
REQUIRED DOCUMENTS: Your resume that clearly demonstrates experience that meets the requirements of this position. Your resume must contain identifiable information such as your name, address, and phone number. It should also show your work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed.
*NGIL Form 73 - Illinois National Guard Technician Program Supplement to Application for Dual Status (DS), to reflect military qualifications.
Complete and accurate data is essential to ensure fair evaluation, applicants with no military qualifications must submit form stating, "not applicable" and signature on page 2 of the NGIL Form 73.
Documents NOT accepted: photographs, copies of position descriptions, training certificates, performance ratings, awards, and letters of appreciation.
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/11677684
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/.
IL DCSIM
1301 N MacArthur Blvd
Springfield, IL 62702
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.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
