SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

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SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT)

Department of the Army

Army National Guard Units

DE Department of Information Management

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• Summary
• This job is open to
• Duties
• Requirements
• How you will be evaluated
• Required documents
• How to apply

Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number T57023P1 and is part of the DE Department of Information Mgmt, National Guard.

Learn more about this agency

Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number T57023P1 and is part of the DE Department of Information Mgmt, National Guard.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

New Castle, DE

1 vacancy

No matching locations found.

Work site options

Telework eligible Yes-as determined by the agency policy. Remote job No Relocation expenses reimbursed No Salary $98,630 - $128,221 per year Pay scale & grade

GS 12

Promotion potential None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position.

Appointment type Temporary - INDEFINITE: NOT TO EXCEEED 1 YEAR, WILL NOT BE MADE PERMANENT

Occupations and job series

• 2210 Information Technology Management

Supervisory status Yes Federal service type This job is in the Excepted Service Represented by a union No

Drug test No Security clearance Secret Position sensitivity and risk Critical-Sensitive (CS)/High Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

• National security

Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number IMP-13086917-27-001-AR-T5 Control number 888752700

This job is open to

Help

Internal to an agency

Current federal employees of the hiring agency that posted the job announcement.

National Guard and reserves

Current members, those who want to join or transitioning military members.

Clarification from the agency

AREA 1- All presently employed permanent or indefinite Title 5 Excepted Service Employees within the Delaware National Guard.

Duties

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GS-2210-12:

1. 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.

2. Demonstrates a broad working knowledge of the organizations 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.

3. 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.

4. 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 customers best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customers 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

Help

Conditions of employment

• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a trial period.
• Participation in direct deposit is mandatory.
• Must meet the definition of specialized experience by the close of this advertisement.
• Must have a minimum of 1 year of specialized experience to at least the next lower grade to qualify at the GS-12
• Must meet the definition of supervisory experience by the close of this advertisement.
• INDEFINITE: NOT TO EXCEEED 1 YEAR, MAY BE EXTENDED AT MANAGEMENTS DISCRETION, WILL NOT BE MADE PERMANENT

Qualifications

SPECIALIZED EXPERIENCE: GS-12 Must have 1-year specialized experience equivalent to at least the next lower grade. In addition to the OPM IORs (Alternative A) specialized experience examples, specialized experience includes experience, education, or training 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. Experience that 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. Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.

SUPERVISORY EXPERIENCE: Must have experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel.

QUALITY OF EXPERIENCE:

Length of time is not of itself qualifying. Candidates experience should be evaluated based on the duties performed rather than strictly on the rank of the individual; however, established compatibility criteria/assignments must be followed. The applicants record of experience, training, and education must show possession of the knowledge, skills, and abilities needed to fully perform the duties of the position to be filled.

DEFINITION OF SPECIALIZED EXPERIENCE: Specialized experience must be closely related to the work to be performed in the job for which you are applying and meet education, and other qualifications listed in the job announcement

Education

There are no substitution of education for specialized experience at GS-12

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 (Register | Selective Service System : Selective Service System (sss.gov)).

Expand Hide additional information

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

Help

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.

Review our 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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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 following competencies (knowledge, skills, abilities and other characteristics):

Benefits

Help

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.

Review our 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.

Required documents

Required Documents

Help

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.

2. Other supporting documents: Resume (Required), Transcripts & any other supporting documents for qualification purposes.

3. Online Application: Questionnaire

4. Resume: Your resume may NOT exceed two pages, and the font size should not be smaller than 10 pts. You will not be considered for this vacancy if your resume is illegible/unreadable. Additional information on resume requirements can be located under "How To Apply".

5. Transcripts/Registration/License: If qualifying on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license.

6. Current or Former Federal Civilian Employees (includes current Air Force employees): You must submit a legible copy of a SF-50, Notification of Personnel Action.

7. Promotion Consideration: If you wish to be considered as a promotion candidate and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one-year time-in-grade requirements. You will need to provide additional SF-50s which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-Grade, Grade/Range Increases, and SF-50s with an effective date more than one year old).

OPTIONAL DOCUMENTS: Performance Appraisals for Current Federal Civilian Employees - Most recent performance appraisals (dated within last 3 years) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. Awards for Current Federal Civilian employees - List any awards received within the last 3 years on the resume. Note: Applicant must not submit award Notification of Personnel Actions (SF50s).

If you are relying on your education to meet qualification requirements:

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.

How to Apply

Help

To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13086917

A complete application package must be submitted by 11:59 PM (EST) 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 online application which you must complete in order to apply for the position. Complete the online application, 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/.

Agency contact information

Saidi Abdallah

Phone 302-326-7807 Email saidi.abdallah.civ@army.mil Address DE Department of Information Mgmt

250 Airport Road

New Castle, DE 19720

US

Next steps

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.

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy

Financial suitability New employee probationary period

Privacy Act Reasonable accommodation policy

Selective Service Signature and false statements

Social security number request

Required Documents

Help

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.

2. Other supporting documents: Resume (Required), Transcripts & any other supporting documents for qualification purposes.

3. Online Application: Questionnaire

4. Resume: Your resume may NOT exceed two pages, and the font size should not be smaller than 10 pts. You will not be considered for this vacancy if your resume is illegible/unreadable. Additional information on resume requirements can be located under "How To Apply".

5. Transcripts/Registration/License: If qualifying on education/position requires education, you must submit copies of your transcripts and if required for the position, submit an active, current registration/license.

6. Current or Former Federal Civilian Employees (includes current Air Force employees): You must submit a legible copy of a SF-50, Notification of Personnel Action.

7. Promotion Consideration: If you wish to be considered as a promotion candidate and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one-year time-in-grade requirements. You will need to provide additional SF-50s which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-Grade, Grade/Range Increases, and SF-50s with an effective date more than one year old).

OPTIONAL DOCUMENTS: Performance Appraisals for Current Federal Civilian Employees - Most recent performance appraisals (dated within last 3 years) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. Awards for Current Federal Civilian employees - List any awards received within the last 3 years on the resume. Note: Applicant must not submit award Notification of Personnel Actions (SF50s).

If you are relying on your education to meet qualification requirements:

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.

How to Apply

Help

To apply for this position, you must complete the online application/Occupational Questionnaire and submit the documentation specified in the Required Documents section below. To view the Occupational Questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13086917

A complete application package must be submitted by 11:59 PM (EST) 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 online application which you must complete in order to apply for the position. Complete the online application, 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/.

Expand Hide how to apply

Agency contact information

Saidi Abdallah

Phone 302-326-7807 Email saidi.abdallah.civ@army.mil Address DE Department of Information Mgmt

250 Airport Road

New Castle, DE 19720

US

Next steps

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.

Expand Hide next steps

Fair and transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Criminal history inquiries Equal Employment Opportunity (EEO) Policy

Financial suitability New employee probationary period

Privacy Act Reasonable accommodation policy

Selective Service Signature and false statements

Social security number request

Army National Guard Units

FEDERAL TECHNICIAN VACANCY ANNOUNCEMENT

NATIONAL GUARD TITLE 5

INDEFINITE: NOT TO EXCEEED 1 YEAR, WILL NOT BE MADE PERMANENT

EXCEPTED SERVICE POSITION

DE DEPARTMENT OF INFORMATION MANAGEMENT

Open to applicants in Areas of Consideration: 1

AREA 1- All presently employed permanent or indefinite Title 5 Excepted Service Employees within the Delaware National Guard.

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

The National Guard is the oldest component of the Armed Forces of the United States. Since the earliest American colonial days, citizens have joined together for collective defense. We have a proud tradition of coming to the aid of our friends and neighbors in times of serious emergencies. Join our National Guard team and serve your nation, your states and your community!

Agency contact information

Saidi Abdallah

Phone 302-326-7807 Email saidi.abdallah.civ@army.mil Address DE Department of Information Mgmt

250 Airport Road

New Castle, DE 19720

US

Visit our careers page

Learn more about what its like to work at Army National Guard Units, what the agency does, and about the types of careers this agency offers.

http://www.nationalguard.mil

Summary

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION.

This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number T57023P1 and is part of the DE Department of Information Mgmt, National Guard.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

New Castle, DE

1 vacancy

No matching locations found.

Work site options

Telework eligible Yes-as determined by the agency policy. Remote job No Relocation expenses reimbursed No Salary $98,630 - $128,221 per year Pay scale & grade

GS 12

Promotion potential None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule Full-time Travel Required Occasional travel - You may be expected to travel for this position.

Appointment type Temporary - INDEFINITE: NOT TO EXCEEED 1 YEAR, WILL NOT BE MADE PERMANENT

Occupations and job series

• 2210 Information Technology Management

Supervisory status Yes Federal service type This job is in the Excepted Service Represented by a union No

Drug test No Security clearance Secret Position sensitivity and risk Critical-Sensitive (CS)/High Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

• National security

Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number IMP-13086917-27-001-AR-T5 Control number 888752700

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