IT SPECIALIST (CUSTOMER SUPPORT) - Air National Guard Units

Summary This is a Washington Air National Guard Title 32 Excepted Service Bargaining Unit Technician position: IT SPECIALIST (CUSTOMER SUPPORT) Location: 141st Communications Squadron Fairchild AFB, Washington 99011-9413 Air National Guard Units Appointment Type: Temporary, Indefinite excepted service Advertised as: ENLISTED Your resume must contain your own words. Resumes that are verbatim, from this announcement, will not be considered. Responsibilities A GS-2210-9/11, IT SPECIALIST (CUSTOMER SUPPORT): Administers classified and unclassified local area network (LAN) clients, monitors ongoing operation of network systems to ensure hardware and software functions, and meets operational standards. Responds to customer requests for assistance, ensuring trouble reports are handled expeditiously. Troubleshoots hardware, software, and LAN/Client operating system problems. Evaluates workstations for appropriate type of hardware and software to ensure system interoperability. Installs associated peripheral hardware in workstations. Identifies and determines corrective actions to be taken due to job failures not covered by established procedures. Resolves system failures and provides advice and assistance to minimize interruptions in customers' ability to carry out critical business activities. Identifies application problems; consults with vendors and operating personnel; explores applications, operating systems, hardware and software programs to pinpoint the source of problems; and initiates corrective actions in such a way as to minimize network service interruptions. Documents results of analyses, tests, and the techniques and procedures applied in problem resolution to establish a record of activities for future use. Promotes network security by ensuring compliance with established security plans, policies, and standards. Creates and deletes user accounts, assigns and resets passwords. Performs troubleshooting on clients to include basic functions such as unlocking user accounts, building and maintaining organizational mailboxes, mapping drives, printer installation and troubleshooting. Incumbent uses data, voice, and wireless principles to plan, test, and configure client systems, network, voice and personal wireless communications systems, to include specialized and unique platform IT systems. Participates in planning, monitoring, testing, maintaining, and operating multiple client systems-based platforms. Optimizes and fine tunes performance and troubleshoots common to complex client system problems. Analyzes reports, equipment usage and capabilities to identify potential problems to management. Implements new systems hardware and software to support networks. Participates in the resolution of very complex network, voice, and personal wireless communications problems by collaborating with technical specialists. Records and reports IT incidents as they occur to effectively track outages and types of interruptions to service and to build a knowledge base for future problem resolution. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Makes recommendations to modify manner of use, installation of upgrades, or modification of programs to provide a continuous flow of information. Coordinates efforts between network customers, system support personnel, and commercial vendors to identify and resolve network, software, and other system anomalies. Obtains and maintains client system technician privileges and status. Tracks and prioritizes job control numbers. Provides technical assistance to current and potential users and proactively interacts with users to ensure proper operation and security of computer systems, hardware, and software. Directs and provides dynamic information technology assistance with software installations, hardware configurations, and interoperable IT systems, networks, command, control, computers communications and information. Provides instructions to customers on accessing data, processing, space utilization efficiencies, and program and data recovery techniques. Ensures periodic systems checks are conducted on all systems to ensure full operational status. Assists in the management of IT projects for customers defining necessary resources and project timelines to ensure requirements are satisfied. Resolves identified discrepancies. Other duties as assigned. Requirements Conditions of Employment MILITARY REQUIREMENTS: Military Grades: E1-E6 Compatible Military Assignments: 1D7X1Q - Applicants need not be assigned to the position or possess the AFSC to apply or be considered for selection. Selected applicant must be assigned to a compatible Military position and attain AFSC within 1 year of appointment action. - Participation in direct deposit is mandatory. - Males born after 31 December 1959 must be registered for Selective Service. - Must maintain membership in the WA Air National Guard for continued employment. Qualifications GENERAL EXPERIENCE: Experience 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. Must have IT-related experience, such experience is typically gained in the IT field or through the performance of work where the primary concentration is IT. SPECIALIZED EXPERIENCE: GS09 - Must have at least 24 months experience or 1 year equivalent to at the the next lower grade in receiving, maintaining, and issuing data storage media for computer operations. Experience in scheduling the use of computer time for program processing. Experience collecting and sequentially staging input media with associated program instructions for processing. Experience in at least one programming language. Translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. Experience interviewing subject-matter personnel to get facts regarding work processes and synthesizing the resulting data into charts showing information flow. Experience in analysis of the interrelationship of pertinent components of the system. Experience planning the sequence of actions necessary to accomplish the assignment. Experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency. GS11 - Must have at least 36 months experience or 1 year specialized experience equivalent to at the the next lower grade 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. Education Education Requirements: High School Diploma or GED. Substitution of Education for Specialized Experience: GS09 - Master's degree or equivalent graduate degreeor2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. GS11 - Ph.D. or equivalent doctoral degreeor3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree To receive credit for Education, you must provide transcripts or other documentation of proof to support your Educational claims. 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). - Military Technicians are ineligible for enlistment, retention, and student loan repayment bonuses. Acceptance of a Technician position will terminate these incentives. - Military Technicians in the excepted service will wear the appropriate uniform while performing as a Technician. - Veteran's preference does not apply to National Guard Technician positions in accordance with Title 32 USC 709 (f). EQUAL OPPORTUNITY: The WA National Guard is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. *MUST HAVE CURRENT SECURITY+ CERTIFICATION OR OBTAIN WITHIN 6 MONTHS OF HIRE*MUST HAVE CURRENT TOP SECRET CLEARANCE OR BE ABLE TO OBTAIN ONE.*MUST HOLD 1D7X1Q AFSC OR OBTAIN WITHIN 1 YEAR OF HIRE *This is an indefinite position. If an individual employed in the excepted civil service accepts this position, he/she will receive an indefinite appointment. If a Reduction-In-Force occurs the indefinite appointee will have no reemployment rights to his/her former position or any other position. If funding level and employee manning levels permit, incumbent may be converted to permanent technician status without further competition. If you are unable to upload a document online please send the document via email to our WA HRO Distro Box.