IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32)

About the role

This is a National Guard Title 32 Excepted Service Position. This position is an Indefinite with Right to Convert to Permanent GS-2210-11 IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32), Position Description Number D2528P01 and is part of the MO Directorate of Information Management.

SEE NOTES UNDER CONDITIONS OF EMPLOYMENT.

What you will do

• 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.
• Receives, responds to, and ensures resolution of all types of help center calls.
• Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental affect on mission requirements.
• Coordinates support actions with user, other IT personnel, and higher levels as required.
• Evaluates IT hardware and software used by activities.
• Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed.
• 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.
• Analyzes customer problems and researches database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.
• Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.
• 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.
• Performs other duties as assigned.

Education

Substitution for Education for the GS-11 Grade Level: Must possess a Ph.D. or equivalent, OR three years of progressively higher level graduate education in computer science, engineering, information science, or information systems management leading to such a degree.

How you will be evaluated

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.

Documents you must provide

• Resume (must include the following information) First and Last Name Contact Information (Phone Number and Email) Position Title(s) Company/Organization Name(s) Dates of Employment (MONTH and YEAR) Duties Performed - brief descriptions that show you can perform the tasks at the required level listed in the job announcement Please be advised that copying and pasting the specialized experience from the vacancy announcement into your resume is prohibited and will result in your resume being disqualified.
• It is best practice to ensure military career information is listed in addition to civilian career information.
• Transcripts - Only a requirement if education is required OR you substitute education for specialized experience Unofficial copies may be submitted for application purposes, but placement will not occur until official transcripts have been provided.
• SF-50 - If you have previously been employed by another Federal Agency or previously worked for our agency, please submit a copy of the last Notification of Personnel Action (SF-50).
• This is NOT a requirement for those that have never been employed by a Federal Agency or those currently employed by our agency.

What to expect next

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.

Additional information

Selective Service Act: 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 (***).