THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, National Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552.
Summary
THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, National Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552.
Establishes performance standards and evaluates employee performance. Reviews and recommends approval of, candidates for promotions and recognition. 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. Gives advice, counsels, or instructs individual employees, on both work and administrative matters. Develops and evaluates performance standards; recommends and approves awards; hears and resolves group employee grievances or serious employee complaints. Reviews and makes decisions on serious disciplinary actions involving employees and makes decisions on work problems presented by subordinates. Initiates recognition and disciplinary actions for personnel. Identifies and arranges for appropriate training and development opportunities. Determines and approves training needs and establishes formal training plans.
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. Operates Service Desk IT tools, technologies and systems, ensuring the rigorous application of information security/information assurance policies, principles and practices in the delivery of customer support services. Serves as subject matter expert when required by demonstrating knowledge of a wide variety of IT applications, operating systems, protocols and equipment used with data/telecommunications issues when working with others. Maintains knowledge of expertise area through research, education, training, and on the job experiences.
Develops and manages customer service performance requirements. Researches, evaluates and provides feedback on problematic trends and patterns on customer support requirements. Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns. Develops and maintains problem tracking and resolution databases. The incumbent runs and/or reviews and shares information regarding metrics reports of daily, weekly, monthly, and/or quarterly activity. Identifies and applies multiple resources and approaches to obtain information and resolve inquiries. Serves as the Contracting Officers Representative and prepares or oversees preparation of technical statements of work and monitors the progress of the contract. Provides computer resource acquisition management support and oversight of information technology assets.
Contributes to developing customer support policies, procedures and standards. Communicates with internal and external customers by conveying information in a logical, concise and organized manner. Operates with customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's information needs (i.e., translates complex technical or sensitive information so it is understandable to customer) and maintains professionalism when dealing with all customers, including irate or upset customers. Provides customer training on IT systems and processes as required.
Federal employment suitability as determined by a background investigation.
May be required to successfully complete a probationary period.
Participation in direct deposit is mandatory.
Favorable background check is required.
Position is subject to provisions of the DoD Priority Placement Program.
PCS expenses will not be paid.
Males born after 31 December 1959 must be registered for Selective Service, see www.sss.gov.
Veteran's Preference will apply. DD Form 214's are required for Veteran's Preference. If claiming Veteran's Preference for disability a Disability VA letter and SF-15 must also be submitted.
Visit help.usajobs.gov/working-in-government/unique-hiring-paths/veterans to learn more about Veteran's Preference.
Incumbent must possess or be able to acquire the appropriate level security clearance for this position.
Must have active Secret Security Clearance at time of hire.
Must be DoD 8570 compliant (IAM level I or higher) at time of hire or within 6 months of date of hire.
Qualifications
AREA OF CONSIDERATION: Open to current on-board technicians of the Massachusetts Army National Guard
GENERAL EXPERIENCE: Must have experience, education or training which 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: Must have at least 36 months 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.
PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of months/years.
VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
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 (https://www.sss.gov/RegVer/wfRegistration.aspx).
To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Federal agencies 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.
Fair Chance to Compete for Jobs Act of 2019
An employee of an agency may not request, in oral or written form, that an applicant for an appointment to a position in the civil service disclose criminal history record information regarding the applicant before the appointing authority extends a conditional offer to the applicant. An applicant may submit a complaint, or any other information, to an agency within 30 calendar days of the date of the alleged non-compliance by an employee of an agency. To file a complaint please click this link and scroll to the bottom of the page for more information.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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 follow all instructions carefully. Errors or omissions may affect your eligibility. Once the application process is complete, a review of 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. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration 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.
Resume must be submitted with the following information:
Your name and contact information.
Work Experience section of your resume must include:
Name of the organization you worked at.
Job title you held at the organization.
Start and end dates for the position (dates must have month and year).
Bulleted statements regarding duties you performed in the position. Be clear and concise in stating your duties, we will not make any assumptions regarding your experience. Your bulleted statements should reflect that you have the required specialized experience described in this announcement.
If your position was in the civil service, include the grade and series for the position.
If applicable, include TRADITIONAL GUARDSMEN experience. Enter your MOS, bulleted statements of duties, and start and end dates (dates must have month and year).
Education and certificates if applicable. Include name of school, degree, or certificate, start and end dates.
Part-Time, unpaid, volunteer work if applicable. Include duties and responsibilities and start and end dates (dates must have month and year)
IMPORTANT: Resumes that exceed 2 pages cannot be considered.
Unofficial Transcripts - If used to qualify (An official transcript may be required before being hired.)
Veteran's Preference - If applicable and claiming Veteran's Preference, you must upload documentation to support your Veteran's Preference claim to include your DD-214 indicating the type of discharge. If claiming Veteran's Preference for a disability, you must submit a VA Disability letter and SF-15 supporting your disability claim.
Priority Placement Program (PPP) Applicants - If claiming PPP status you must submit required documentation as stated below:
DoD Military Reserve (MR) and National Guard (NG) Technicians: A copy of the "Military Reserve and National Guard Technician PPP Self-Certification Checklist" and copies of the appropriate documentation, such as the notification letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement.
Priority Placement Program DoD Military Reserve (MR) and National Guard (NG) Preference Eligible Technician Receiving Disability Retirement: A copy of the "Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist" and copies of the appropriate documentation, such as the notification letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability.
Priority Placement Program (PPP) DoD Retained Grade Preference Eligible: A copy of the "Retained Grade PPP Self-Certification Checklist" and copies of the appropriate documentation, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade.
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/13078803
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. IMPORTANT: Your resume cannot exceed 2 pages. 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/.
MA ARNG G6
2 Randolph Road
Hanscom AFB, MA 01731
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.
Resume must be submitted with the following information:
Your name and contact information.
Work Experience section of your resume must include:
Name of the organization you worked at.
Job title you held at the organization.
Start and end dates for the position (dates must have month and year).
Bulleted statements regarding duties you performed in the position. Be clear and concise in stating your duties, we will not make any assumptions regarding your experience. Your bulleted statements should reflect that you have the required specialized experience described in this announcement.
If your position was in the civil service, include the grade and series for the position.
If applicable, include TRADITIONAL GUARDSMEN experience. Enter your MOS, bulleted statements of duties, and start and end dates (dates must have month and year).
Education and certificates if applicable. Include name of school, degree, or certificate, start and end dates.
Part-Time, unpaid, volunteer work if applicable. Include duties and responsibilities and start and end dates (dates must have month and year)
IMPORTANT: Resumes that exceed 2 pages cannot be considered.
Unofficial Transcripts - If used to qualify (An official transcript may be required before being hired.)
Veteran's Preference - If applicable and claiming Veteran's Preference, you must upload documentation to support your Veteran's Preference claim to include your DD-214 indicating the type of discharge. If claiming Veteran's Preference for a disability, you must submit a VA Disability letter and SF-15 supporting your disability claim.
Priority Placement Program (PPP) Applicants - If claiming PPP status you must submit required documentation as stated below:
DoD Military Reserve (MR) and National Guard (NG) Technicians: A copy of the "Military Reserve and National Guard Technician PPP Self-Certification Checklist" and copies of the appropriate documentation, such as the notification letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement.
Priority Placement Program DoD Military Reserve (MR) and National Guard (NG) Preference Eligible Technician Receiving Disability Retirement: A copy of the "Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist" and copies of the appropriate documentation, such as the notification letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability.
Priority Placement Program (PPP) DoD Retained Grade Preference Eligible: A copy of the "Retained Grade PPP Self-Certification Checklist" and copies of the appropriate documentation, such as a RIF change-to-lower-grade notice, and an SF-50 reflecting your RIF change to lower grade.
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/13078803
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. IMPORTANT: Your resume cannot exceed 2 pages. 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/.
MA ARNG G6
2 Randolph Road
Hanscom AFB, MA 01731
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.
