Summary This position is for a IT SPECIALIST (CUSTOMER SUPPORT), PD# D2526P01, part of the Nevada Army National Guard. This position is located at the State National Guard Headquarters in Deputy Chief of Staff for Information Management (G6). This position works in the customer support service desk section. Responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. Responsibilities 1. Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards. 2. Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports users on equipment and software; custom installation and maintenance of hardware and software; investigating and resolving problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving as a point of information for workstation operations. Receives, responds to, and ensures resolution of all types of help center calls. 3. Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training. 4. Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program. Performs other duties as assigned. Requirements Conditions of Employment MILITARY REQUIREMENTS: Compatible military grade and assignment required prior to the effective date of placement. In compliance with Title 32 United States Code, the compatible military skill set is determined by the applicable service manpower requirements. Upon selection, individuals are assigned to the authorized position and its compatible military skill in accordance with Army skill classification directives, statutes, and National Guard Bureau regulations. The Dual Status technician must obtain and maintain all military skill requirements in regard to training, education, certifications, experience. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position. Compatible Military Assignment: ENLISTED: E1 to E8 Compatible MOS: 25 series *Other Requirements & Conditions of Employment: - National Guard Membership is required. - Males born after 31 December 1959 must be registered for Selective Service. - Federal employment suitability as determined by a background investigation. - Must be able to obtain and maintain the appropriate security clearance of the position. - May be required to successfully complete a probationary period. - Must maintain local network access IAW AR 25-2. - Wear the uniform appropriate for the members' grade and component of the armed forces, maintaining standards of conduct and appearance. - This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. An individual convicted of a qualifying crime of domestic violence may not perform the duties of this position. - Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission. - May occasionally be required to work other than normal duty hours; overtime may be required. - The duties and responsibilities of your job may significantly impact the environment. You are responsible to maintain awareness of your environmental responsibilities as dictated by legal and regulatory requirements, your organization, and its changing mission. -Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140,DOD 8570.01M or applicable governing document(s) for Cyber workforce within 6 months of employment pending training seat availability. Qualifications In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Education requirement is based upon the qualification standards for the specific position and is stated under the heading "EDUCATION". Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific in describing your experience. EACH APPLICANT MUST FULLY SUBSTANTIATE (IN THEIR OWN WORDS) THAT THEY MEET THE REQUIREMENTS OF THE SPECIALIZED EXPERIENCE LISTED BELOW; OTHERWISE, THE APPLICANT WILL BE CONSIDERED UNQUALIFIED FOR THIS POSITION. DO NOT COPY FROM THE VACANCY ANNOUNCEMENT OR THE POSITION DESCRIPTION OR YOU MAY BE DISQUALIFIED. GENERAL EXPERIENCE: Must have basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process. SPECIALIZED EXPERIENCE: Must have 1-year specialized experience equivalent to at least the next lower grade. 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. SPECIALIZED EXPEREINCE: Must have 1-year specialized experience equivalent to at least 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 If you are using Education to qualify for this position, accepted degrees to substitute specialized experience are as follows: computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. There is no specific education requirement for this position. The applicant's record of experience and/or training must show possession of the knowledge, skills and abilities needed to fully perform the duties of the position. You must provide transcripts or other documentation to support your Training/Educational claims. To receive credit for Training/Education, you must provide documentation of proof that you meet the Training/Education requirements for this position. 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). - This is a Non-Bargaining Unit position. - Applicants who feel they have restoration rights to this position should contact the HRO. - Military Incentives - Bonuses and Student Loan Repayment Program: If you are selected for this position, you may lose your eligibility for your National Guard Enlistment/Reenlistment Bonus and/or Student Loan Repayment Program incentives. In order to avoid losing your incentive eligibility, you should check with your incentives manager prior to accepting an offer for the position. - Participation in Direct Deposit is mandatory. AREA OF CONSIDERATION: In accordance with the State Merit Placement Plan, candidates will be considered in order of their area of consideration category as appropriate. TERM POSITIONS: "Temporary-Not to Exceed" (TEMP) and "Temporary-Indefinite" (INDEFINITE) are considered to be TERM positions and are limited in duration to 4 years maximum. Employees reaching maximum TERM appointment limit of 4 years may be terminated. CONVERSION OF TERM (TEMPORARY/INDEFINITE) POSITIONS: Positions advertised as TEMP or INDEFINITE may be non-competitively converted to INDEFINITE or PERMANENT without further at a future date contingent upon available funding. For TEMP PROMOTIONS, position may be non-competitively converted upon expiration of the incumbent's USERRA rights. RECRUITMENT/RELOCATION INCENTIVE: Recruitment and/or Relocation incentives may be available, if eligible. Incentives are subject to funding availability and TAG-NV approval and are not guaranteed. PERMANENT CHANGE OF STATION (PCS): PCS funding is NOT authorized. If you do not reside in the location of the position, you will be required to relocate at your own expense. SELECTED RESERVE INCENTIVE PROGRAM: Acceptance of this position will cause termination of Federal bonuses pursuant to respective Selected Reserve Incentive Programs (SRIP). This termination may be with or without recoupment of payments already made.