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This position is for a IT SPECIALIST (CUSTOMER SUPPORT), PD# D2526P01, part of the Nevada Army National Guard. This position is located at the State National Guard Headquarters in Deputy Chief of Staff for Information Management (G6). This position works in the customer support service desk section. Responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements.
01/16/2025 to 02/13/2025
$62,422 - $81,146 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
Full-time
Excepted
11
No
No
NV-12669691-AR-24-137
828575000
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Current federal employees of the hiring agency that posted the job announcement.
Current members, those who want to join or transitioning military members.
THIS POSITION IS OPEN TO CURRENT NATIONAL GUARD MEMBERS ONLY. ***This is an open continuous announcement. The initial cutoff date for this position will be 30JAN2025. Recruitment will continue through the announcement 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.
Performs other duties as assigned.
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.
-Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140,DOD 8570.01M or applicable governing document(s) for Cyber workforce within 6 months of employment pending training seat availability.
If you are using Education to qualify for this position, accepted degrees to substitute specialized experience are as follows: 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.
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:
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/12669691
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/828575000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
