SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5)

About the role

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION This National Guard position is for a SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5), Position Description Number T57023P1 and is part of the AR ARNG DCSG6 SUPPORT OFFICE, National Guard. Onboard Title 5 NGTP Only.

What you will do

• 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.
• Performs other duties as assigned.

Requirements

• Conditions of Employment 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 (***).
• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• Participation in direct deposit is mandatory.
• Information Assurance Certification is a condition of employment.
• Per DoD 8570.01-M, the incumbent must achieve the appropriate IA certification within six months of assignment of these duties.
• Must be able to obtain/maintain appropriate security clearance Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140 or DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Technician Level II within 9 months of employment pending training seat availability.
• Position is designated as OM-STS-001 within the Defense Cybersecurity Workforce as guided by NIST SP 800-181; National Initiative for Cybersecurity Education, Cybersecurity Workforce Framework.
• Which establishes the Tasks, Skills, Knowledge and Abilities expected of this position.
• (***).
• Irregular and/or overtime (compensatory) hours may be required to support operational requirements or contingencies or may be required to work hours outside of the normal duty day.
• This position is designated as Essential Personnel and may be subject to duty in preparation for, or in response to, a state emergency or disaster declaration.
• Head of Agency requests to exceed 14 days in a calendar year must be approved in advance by the National Guard, Director of Manpower and Personnel (NGB-J1).
• At least 2 years experience working in the Army Unified Directory Service At least 2 years experience managing incidents, and tasks in the Army Enterprise Management Platform (AESMP).
• Hold a current CompTia Security Plus or equivalent certification.

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.

Your qualifications will be evaluated on the above general and specialized experience and the following competencies knowledge, skills, abilities (KSAs): KSAs not applicable.

Documents you must provide

• To apply for this position, you must submit a complete Application Package which includes: 1.
• Your resume showing work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed.
• The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please use this checklist to make sure you have included other documents required for your application. a.
• A copy of your transcript (if using education to qualify) b.
• SF-50's (current/former Federal employees) c.
• Other Veterans Document e.
• SF-15 (VA Disability Form) f.
• SF-50 (Mandatory for Internal Announcements) RESUME REMINDER- Your resume must include the following information for each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Series and Grade, if applicable, for all Federal positions you have held.
• Be sure that your resume clearly supports your responses to all of the questions in the assessment by addressing your work experience in detail.
• Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications.
• To ensure you receive appropriate consideration, please list the duties you performed under each individual job title.
• If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy.
• We cannot make assumptions regarding your qualifications.
• DO NOT COPY THE GENERAL, SPECIALIZED EXPERIENCE QUALIFICATIONS AND KSAs WORD FOR WORD AND PLACE INTO YOUR RESUME; YOU MUST DESCRIBE YOUR PERSONAL EXPERIENCE AS IT PERTAINS TO EACH STATEMENT.

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 once the announcement closes. After the evaluation is complete, you will receive another notification regarding the status of your application.

Additional information

Veteran Preference may apply if the first area of consideration are not met. Veterans Information: Veterans' information must be validated by formal submissions including all necessary supporting documentation.

You must provide acceptable documents for eligibility.

Acceptable documentation may be: 1. A copy of your DD-214, "Certificate of Release or Discharge from Active Duty," which shows dates of service and discharge under honorable conditions. 2.

A "certification" that is a written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed. 3.

You may obtain a letter from the Department of Veterans Affairs reflecting your level of disability for preference eligibility by visiting a VA Regional Office, contacting a VA call center or online. If claiming over 30% disability a SF-15 is required to be submitted with your letter.