Clarification from the agency

See Area of Consideration

Indefinite Appointment/Temporary promotion not to exceed two (2) years. The purpose of the indefinite appointment/temporary promotion is to backfill a Soldier on active duty. The indefinite appointment/temporary promotion will be terminated within 30 days of return of the incumbent to the position.

JOB SUMMARY: The purpose of this position is to supervise the customer support service desk section. Serves as a Supervisory Information Technology (IT) Specialist (CUSTSPT) responsible for the planning and 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 Supervisor, the incumbent is responsible for coordinating first and second tier technical support by all Service Desks under the direction of the J6 / G6 / CIO directorate and is also responsible for customer relationship building and problem resolution management.

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:

• Establishes performance standards and evaluates employee performance.
• Demonstrates a broad working knowledge of the organization's products, services and operations, such as processes and procedures required to support the operations of the Service Desk.
• Develops and manages customer service performance requirements.
• Contributes to developing customer support policies, procedures and standards.
• Reviews and approves work plans to be accomplished by subordinates; priorities and schedules for completion of work; sets broad objectives; monitors subordinate employees' performance in providing IT services; reviews accomplishments; and takes appropriate action of correction when deficiencies are noted.

Conditions of employment

• National Guard Membership is required.
• 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.
• Incumbent must complete appropriate training and obtain certifications IAW DoDI 8140, DOD 8570.0lM or applicable governing document(s) for Cyber workforce as an IA Management level II within 6 months of appointment to the position.

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.
• Experience in managing the function of the work to be performed.
• Experience which includes leading, directing and assigning work of personnel.

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 programing techniques.
• Skill in evaluating and making recommendations for automated data processing programs and equipment.

COMPATIBLE MILITARY ASSIGNMENT: For an indefinite appointment which is to backfill a deployed technician, MOS and unit of assignment are waived for 18 months following assignment. However, rank requirement must be met to avoid grade inversion. For temporary promotions, the MOS and unit remains with the permanent position from which temporarily promoted.

MILITARY GRADE (Prior to Appointment): Officer: O1 through O3; Warrant: WO1 through CW4; Enlisted E-6 through E-9
COMPATIBLE MILITARY ASSIGNMENT: OBR: 25; OAOC: 53; WMOS: 254A, 255A/N/S; 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: This position is covered under the Information Assurance Workforce Improvement Program and requires Information Assurance (IA) Management 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.

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.