SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5)

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SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5)

Department of the Army

Army National Guard Units

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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 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.

Learn more about this agency

Summary

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.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

Camp J T Robinson, AR

1 vacancy

No matching locations found.

Work site options

Telework eligible No Remote job No Relocation expenses reimbursed No Salary $89,508 - $116,362 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 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 Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number AR-26-258-13082241 Control number 890706100

This job is open to

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Internal to an agency

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

Clarification from the agency

(1) Onboard Technicians

Duties

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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

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Conditions of employment

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 (https://www.sss.gov/RegVer/wfRegistration.aspx).

• 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. (https://www.nist.gov/itl/applied-cybersecurity/nice/nice-framework-resource-center).
• 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.

Qualifications

GENERAL EXPERIENCE:

Experience, education, and/or training 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. 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.

SPECIALIZED EXPERIENCE:

1-year specialized experience equivalent to at least the next lower grade. Experience in managing the function of the work to be performed. Experience which includes leading, directing and assigning work of personnel.

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.

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

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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.

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 above general and specialized experience and the following competencies knowledge, skills, abilities (KSAs):

KSAs not applicable.

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.

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. 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-50s (current/former Federal employees)

c. DD-214

d. 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.

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 and submit the documentation specified in the Required Documents section below.

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

AR HRO Customer Service

Email ng.ar.ararng.mbx.hro-qa@army.mil Address AR ARNG DCSG6 SUPPORT OFFICE

Bldg 7300-Camp Robinson

North Little Rock, AR 72199-9600

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 once the announcement closes. 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. 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-50s (current/former Federal employees)

c. DD-214

d. 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.

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 and submit the documentation specified in the Required Documents section below.

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

AR HRO Customer Service

Email ng.ar.ararng.mbx.hro-qa@army.mil Address AR ARNG DCSG6 SUPPORT OFFICE

Bldg 7300-Camp Robinson

North Little Rock, AR 72199-9600

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 once the announcement closes. 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

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!

MARKETING LINK:

http://www.nationalguard.mil

BENEFITS LINK:

https://www.abc.army.mil/

Agency contact information

AR HRO Customer Service

Email ng.ar.ararng.mbx.hro-qa@army.mil Address AR ARNG DCSG6 SUPPORT OFFICE

Bldg 7300-Camp Robinson

North Little Rock, AR 72199-9600

US

Summary

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.

Learn more about this agency

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

Camp J T Robinson, AR

1 vacancy

No matching locations found.

Work site options

Telework eligible No Remote job No Relocation expenses reimbursed No Salary $89,508 - $116,362 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 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 Financial disclosure required No

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number AR-26-258-13082241 Control number 890706100

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