IT Specialist (Customer Support) (T32)

Major Duties: This is not an all-inclusive list

A IT SPECIALIST (CUSTOMER SUPPORT) (T32) GS. Manages the assigned IT/communications environment with privileged access at the network level for the Wing Geographically Separated Units (GSU) and Tenants. Plans coordinates installs and continuously analyzes system design hardware and software. Develops recommends and installs solutions and upgrades to ensure availability integrity efficiency and reliability of all components of the assigned system. Provides Information Assurance systems support for all disciplines ensuring the rigorous application of information security/information assurance policies principles and practices in the delivery of network services. Performs system audits to assess security parameters and performance of IA controls within the network environment. 2. Serves as a focal point for ensuring functionality and operability of the assigned IT/data systems/functions voice and wireless systems to support mission requirements of Wing Geographically Separated Units (GSU) and Tenants. Optimizes the functionality and performance of hardware and software systems and ensures availability integrity efficiency and reliability of system/functional resources while managing the communications focal point coordination and workload distribution duties. Analyzes manages and directs installation of any new hardware or software introduced into the environment to ensure its compatibility with existing architecture its reliability and functionality in relation to the organizations business requirements. Runs tests to verify operability and functionality; analyzes hardware and software malfunctions to resolve physical and logical processing problems; and recommends acquisition of programs process or equipment which will resolve operational problems. Provides on-going optimization and problem solving support; continually surveys system operation to identify potential systems problems which could lead to loss or serious interruption of service. Oversees and initiates corrective or preventative measures to rectify immediate problems and prevent future occurrences through the CFP. Troubleshoots and diagnoses system failures to isolate source of problems. Performs testing troubleshoots corrects problems and distributes workload relative to interface and interoperability of system components such as hardware systems software and applications programs. Provides proactive consultation and instruction with system users and technical specialists to ensure seamless implementation of changes. Assesses and mitigates security vulnerabilities of installed system hardware and software. 3. Provides customer technical assistance and support for all users. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services. Works with customers to ensure efficient operations which support each units requirements. Assists in solving problems associated with delivery of hardware and software orders. Provides management with information necessary to address difficult and complex problems in automating work processes. Tracks life of system equipment prepares and provides analyses to determine future maintenance and replacement costs to help justify budget submissions. Reviews purchase requests and statements of work ensuring documentation is sufficient to justify enhancements necessary to keep systems current and ensuring requested equipment and applications are compatible with existing infrastructure. Promotes use of assigned systems by providing instructions to functional area users on IT/communications processes and procedures associated with each supported system. Works with the CFP and customers to resolve integration or configuration related issues associated with a variety of different system platforms operating systems applications and equipment configurations. 4. Determines customer requirements and assists customers by recognizing and analyzing trends and providing instruction and orientation services. Identifies and documents system requirements for specific needs of customers. Conducts in-depth analyses of system usage user complaints traffic interruptions hardware and software capabilities and other relevant factors. Recommends methods and procedures and coordinates corrective action to optimize utilization of present equipment. Ensures upgrades to the base IT and communications infrastructure are identified and assists customers in developing and submitting recommendations for additional equipment and funds. Cooperates and works with unit personnel in planning and developing new or additional infrastructure/architecture capabilities. Identifies potential performance or capacity problems. Works with technical support personnel in resolving problems. Performs other duties as assigned.

Conditions of employment

CONDITIONS OF EMPLOYMENT

• Minnesota Air National Guard Membership is required. If you are not sure you are eligible for military membership please contact a Air National Guard recruiter prior to applying for this position. Applicants who are not currently a member of the MN Air National Guard must be eligible for immediate membership and employment in the Air National Guard per the military grade(s) listed in this announcement.
• Selectee will be required to wear the military uniform.
• Males born after 31 December 1959 must be registered for Selective Service.
• May be required to successfully complete a probationary period.
• Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment.
• Irregular and/or overtime (compensatory) hours may be required to support operational requirements.
• Must be able to obtain and maintain the appropriate security clearance.
• Ability to establish effective professional working relationships with coworkers and customers.
• THE INCUMBENT SHALL COMPLY WITH THE REQUIREMENTS OF THE CERTIFICATION PROGRAM AND WILL BE REQUIRED TO OBTAIN AND MAINTAIN CERTIFICATION. CERTIFICATION REQUIREMENTS ARE OUTLINED IN DOD INSTRUCTION 8570.01-M

Qualifications

In order to qualify you must meet the experience requirements described below. Experience refers to paid and unpaid experience including volunteer work done through National Service programs (e.g. Peace Corps AmeriCorps) and other organizations (e.g. professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education your transcripts will be required as part of your describing your experience please be clear and specific. We will not make assumptions regarding your experience. Do not copy and paste the duties specialized experience or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position and you may be rendered disqualified.

MILITARY GRADES: ENLISTED: E-3 (A1C) to E-6 (TSgt)

Failure to obtain a compatible AFSC may result in termination of employment.

GENERAL AND SPECIALIZED EXPERIENCE QUALIFICATIONS REQUIREMENTS: GS-11 - 1-year specialized experience equivalent to at least the next lower 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.

Required Experience:

IC