This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/797739800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
This position is for a IT SPECIALIST (CUSTOMER SUPPORT), PD# D2525P01, part of the Nevada Army National Guard. This position is located at the State National Guard Headquarters in one of the following organizations: Deputy Chief of Staff for Information Management (J6/G6); USPFO; Recruiting Retention Battalion. This position works in the customer support service desk section.
06/27/2024 to 07/18/2024
$66,300 - $86,190 per year
GS 9 - 11
1 vacancy in the following location:
No
No
Occasional travel - You may be expected to travel for this position.
No
Temporary - INDEFINITE
Full-time
Excepted
None
No
No
NV-12440257-AR-24-068
797739800
Current members, those who want to join or transitioning military members.
THIS POSITION IS OPEN TO CURRENT NEVADA ARMY NATIONAL GUARD MEMBERS ONLY. ***This is an open continuous announcement. The initial cutoff date for this position will be 12JUL2024. Recruitment will continue through the announcement closing date until the position is filled.***
(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.
(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.
(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.
(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.
MILITARY REQUIREMENTS:
Compatible military grade and assignment required prior to the effective date of placement. In compliance with Title 32 United States Code, the compatible military skill set is determined by the applicable service manpower requirements. Upon selection, individuals are assigned to the authorized position and its compatible military skill in accordance with Army skill classification directives, statutes, and National Guard Bureau regulations. The Dual Status technician must obtain and maintain all military skill requirements in regard to training, education, certifications, experience. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position.
Compatible Military Assignment:
ENLISTED: E1 to E8
Compatible MOS: 25 Series
*Other Requirements & 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 be able to obtain and maintain the appropriate security clearance of the position.
- May be required to successfully complete a probationary period.
- Must maintain local network access IAW AR 25-2.
- Wear the uniform appropriate for the members' grade and component of the armed forces, maintaining standards of conduct and appearance.
- This position is 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.
- Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission.
- May occasionally be required to work other than normal duty hours; overtime may be required.
- The duties and responsibilities of your job may significantly impact the environment. You are responsible to maintain awareness of your environmental responsibilities as dictated by legal and regulatory requirements, your organization, and its changing mission.
- For positions requiring the operation of motor vehicles, candidates must have a valid state driver's license.
If you are using Education to qualify for this position, For the GS-5 level, a 4-year course of study leading to a bachelor's degree may be substituted for the experience requirements. At the GS-7 level, one full year of graduate level education or superior academic achievement. At the GS-9 level, a masters or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree may be substituted. 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.
There is no specific education requirement for this position. The applicant's record of experience and/or training must show possession of the knowledge, skills and abilities needed to fully perform the duties of the position.
You must provide transcripts or other documentation to support your Training/Educational claims. To receive credit for Training/Education, you must provide documentation of proof that you meet the Training/Education requirements for this position.
- 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).
- This is a Non-Bargaining Unit position.
- Applicants who feel they have restoration rights to this position should contact the HRO.
- 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/or Student Loan Repayment Program incentives. In order to avoid losing your incentive eligibility, you should check with your incentives manager prior to accepting an offer for the position.
- Participation in Direct Deposit is mandatory.
AREA OF CONSIDERATION: In accordance with the State Merit Placement Plan, candidates will be considered in order of their area of consideration category as appropriate.
TERM POSITIONS: "Temporary-Not to Exceed" (TEMP) and "Temporary-Indefinite" (INDEFINITE) are considered to be TERM positions and are limited in duration to 4 years maximum. Employees reaching maximum TERM appointment limit of 4 years may be terminated.
CONVERSION OF TERM (TEMPORARY/INDEFINITE) POSITIONS: Positions advertised as TEMP or INDEFINITE may be non-competitively converted to INDEFINITE or PERMANENT without further at a future date contingent upon available funding. For TEMP PROMOTIONS, position may be non-competitively converted upon expiration of the incumbent's USERRA rights.
RECRUITMENT/RELOCATION INCENTIVE: Recruitment and/or Relocation incentives may be available, if eligible. Incentives are subject to funding availability and TAG-NV approval and are not guaranteed.
PERMANENT CHANGE OF STATION (PCS): PCS funding is NOT authorized. If you do not reside in the location of the position, you will be required to relocate at your own expense.
SELECTED RESERVE INCENTIVE PROGRAM: Acceptance of this position will cause termination of Federal bonuses pursuant to respective Selected Reserve Incentive Programs (SRIP). This termination may be with or without recoupment of payments already made.
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.
You will be evaluated for this job based on how well you meet the qualifications above.
Once the application process is complete, we will review your resume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the Occupational Questionnaire, along with your supporting documentation to determine your ability to demonstrate the following knowledge, skills and abilities/competencies related to the job requirements:
--Knowledge of customer service and support principles and methods sufficient to manage the customer support help desk operations involving the delivery of a full range of customer support services to all serviced organizations.
--Knowledge of network configuration techniques, computer equipment and assigned system software to determine source of failures.
--Knowledge of current state of the art system software to include operating systems as well as functional application software.
--Knowledge of how the hardware, software and network infrastructure related to the serviced systems along wit an understanding of how they integrate together sufficient to analyze problems reported to distinguish between hardware, software, network and user related issues.
--Skill in providing staff advice, planning, user assistance/training and evaluation services and functions within each specialty area.
-Knowledge of a wide variety of applications, operating systems, protocols, and equipment used in customer
organizations, and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving
current computer systems throughout the state and troubleshooting techniques for all hardware and peripherals.
-Knowledge of a wide range of communication concepts, principles, and practices as well as telecommunications
operating techniques for digital communications requirements.
--Skill in identification, isolation and correction of complex workstation and network system faults. Skill in identifying and resolving conflicts between workstations, network and peripheral devices.
If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must submit a complete Application Package. Completed application package includes the following:
NOTE: Failure to submit a completed application package including the following required documentation will result in your application being disqualified.
1. Your resume: Your resume may be submitted in any format and must support the specialized experience described in this announcement. In describing your experience, please be clear and concise, we will not make assumptions regarding your experience. If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy. NOTE: Copying directly from the vacancy announcement or position description may result in disqualification.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12440257
A complete application package must be submitted by 11:59 PM Eastern Standard Time (8:59 PM Pacific Time) 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 Occupational Questionnaire which you must complete in order to apply for the position. Complete the Occupational Questionnaire, 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/.
DO NOT Email applications directly to the HRO unless there are extenuating circumstances, Please Call the HRO contact listed in the event of extenuating circumstances.
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. Completed application package includes the following:
NOTE: Failure to submit a completed application package including the following required documentation will result in your application being disqualified.
1. Your resume: Your resume may be submitted in any format and must support the specialized experience described in this announcement. In describing your experience, please be clear and concise, we will not make assumptions regarding your experience. If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy. NOTE: Copying directly from the vacancy announcement or position description may result in disqualification.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12440257
A complete application package must be submitted by 11:59 PM Eastern Standard Time (8:59 PM Pacific Time) 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 Occupational Questionnaire which you must complete in order to apply for the position. Complete the Occupational Questionnaire, 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/.
DO NOT Email applications directly to the HRO unless there are extenuating circumstances, Please Call the HRO contact listed in the event of extenuating circumstances.
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.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/797739800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Learn more about
The National Guard (NG) is the oldest component of the US Armed Forces. Since the earliest American colonial days, citizens have joined together for collective defense. The NG supports both State and Federal missions:
State Mission: When not mobilized or under federal control, units report to the Governor through the Adjutant General. Under state law, the NG provides protection of life, property and preserves peace, order and public safety. Missions include emergency relief support during natural disasters; search and rescue; support to civil authorities; maintenance of vital public services and counterdrug operations.
Federal Mission: The Army NG federal mission is to maintain well-trained, well-equipped combat units available for prompt mobilization during federal military operations. During peacetime, these combat-ready units and support units are assigned to carry out missions compatible with training, mobilization readiness, humanitarian and contingency operations.
ARMY NATIONAL GUARD MEMBERSHIP REQUIRED: Position requires membership in a compatible military assignment in the Nevada Army National Guard (NVARNG). Selectee is required to wear the military uniform. Acceptance of position constitutes concurrence with these requirements as a condition of employment. Applicants not currently NVARNG members must be eligible for immediate membership in the military grade in this announcement.
Join our National Guard team and serve your nation, your states and your community!