IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32

Summary

THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION.

This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32, Position Description Number D2526P01 and is part of the IL DCSIM, National Guard.

This job is open to

• National Guard & reserves
  
  Current members, those who want to join or transitioning military members.

Clarification from the agency

This is an open continuous announcement. Recruitment will continue through the announcement closing date until the position is filled.

The permanent location of this position is Bloomington, IL. If selected for this position, you will be required to work in Bloomington, IL. Estimated date of move is 2025. PCS move may be authorized for the move to Bloomington, IL.

Duties

As a IT SPECIALIST (CUSTOMER SUPPORT) TITLE 32, GS-2210-9/11, you will be providing Tier II technical support at the Service Desk and responsible for customer relationship building and problem resolution management.

MAJOR DUTIES: This is not an all-inclusive list:

• Provide support and guidance on installing, and operating personal computers, peripheral equipment, and associated software.
• Support 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; document actions taken in Remedy ITSM or the current work ticket tracking system; and serve as a point of information for workstation operations.
• Receive, respond to, and ensure resolution of all types of help center calls.
• Develop and/or use programs and techniques to isolate causes of problems and user errors; apply appropriate security measures consistent with approved security standards.
• Detect damaged or lost files, optimize disk management, measure system performance, control system security, and/or extend system capabilities to support local requirements.
• Evaluate IT hardware and software used by activities; Install, test, and prepare performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc.
• Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
• In case of system failure, make quick fixes to restore operations, then analyze problems, develop recommendations, and work with other staff to implement changes.
• Trouble-shoot and repair IT systems and related components (software & hardware), implementing Army standards and accepted practices.
• Receive requests for resolution of hardware or software problems that may require in-depth research.
• Maintain awareness of current trends in information technology; perform varied research and periodical searches to identify current trends in information systems, hardware, software, and training.
• Update hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.

Requirements

Conditions of Employment

• IAW The Fair Chance Act, Agency employees may not request criminal history information at the point of initial application, upon receipt of an application, or prior to, during or after a job interview. If an Optional Form (OF) 306, Declaration of Employment is submitted prior to the point of a conditional offer, questions related to background information section may not be asked.
• This is an excepted service position that requires membership in the Illinois National Guard and in the military grade listed in the announcement. This is required prior to the effective date of placement. If you are not sure you are eligible for military membership, please contact a National Guard recruiter prior to applying for this position.
• Selectee will be required to wear the military uniform.
• Acceptance of an excepted service position constitutes concurrence with these requirements as a condition of employment.
• Males born after 31 December 1959 must be registered for Selective Service.
• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a trial period.
• 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.
• 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.
• Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140, DOD 8570.01M or applicable governing document(s) for Cyber workforce as an IA Technician Level II within 6 months of employment pending training seat availability.
• Participation in direct deposit is mandatory.
• Recruitment and relocation incentives may be available for this position.

Qualifications

AREA OF CONSIDERATION: The areas of consideration for this position, Title 32 Excepted Service (32 U.S. Code § 709), will be in the following manner and sequence:

• The FIRST area of consideration for this position will be all excepted permanent and indefinite temporary technicians within the ILNG.
• The SECOND area of consideration will be all current Federal Employees.
• The THIRD area of consideration will be all Federal re-employment eligible.
• The FOURTH area of consideration will be applicants willing to become T32 Dual Status Technicians and gain ILNG membership.
• The FIFTH area of consideration will U.S. Citizens.

Military Grades: Enlisted, Warrant Officer, Officer

GENERAL EXPERIENCE: MUST possess experience, education 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: GS-11 Level MUST possess specialized experience which includes at least 12-months experience at the lower-level GS-09, 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. GS-09 Level MUST possess specialized experience which includes at least 12-months experience at the lower-level GS-07, education, or training 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.

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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, i.e. the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed below. Please use as much detail as needed, giving dates (months and years) of the experience, position title and how the experience was gained. This information is needed to determine if you are qualified for the position.

Education

If you are using Education to qualify for this position, at the GS-9 level, a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree may be substituted. At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher-level graduate education leading to such a degree.

You must provide OFFICAL transcripts or other documentation to support your educational claims. To receive credit for Education, you must provide documentation of proof that you meet the Education requirements for this position.

Additional information

1. 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).

1. If you are needing some extra information regarding Federal Resumes, you should consider these tips from USA Jobs: USAJOBS Help Center | What should I include in my federal resume.

• Benefits
  
  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):

• Customer Service
• Operating Systems
• Problem Solving
• Technical Competence

• Benefits
  
  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
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  To apply for this position, you must submit a complete Application Package which includes:
  
  REQUIRED DOCUMENTS: Your resume that clearly demonstrates experience that meets the requirements of this position. Your resume must contain identifiable information such as your name, address, and phone number. It should also show your work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed.
  
  
  • If you are currently an onboard ILNG technician, then you MUST include your most recent SF-50.
  
  
  Other supporting documents (as applicable):
  
  
  • Certifications
  • DD-214
  • NGIL Form 73
  • Official Transcript (Copy) - Required if using for substitution of experience.
  
  
  https://www.il.ngb.army.mil/Portals/30/Documents/Jobs/NGILForm73.pdf?ver=2019-05-01-161908-260
  
  *NGIL Form 73 - Illinois National Guard Technician Program Supplement to Application for Dual Status (DS), to reflect military qualifications.
  
  Complete and accurate data is essential to ensure fair evaluation. Applicants with no military qualifications must submit form stating "not applicable" and signature on page 2 of the NGIL Form 73.
  
  Documents NOT accepted: photographs, copies of position descriptions, training certificates, performance ratings, awards, and letters of appreciation.
  
  
  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
  
  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/12488621
  
  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
  
  Randi Evans
  
  Phone
  
  217-761-1764
  
  Email
  
  randi.d.evans2.civ@army.mil
  
  Address
  
  IL DCSIM
  
  1301 N MacArthur Blvd
  
  Springfield, IL 62702
  
  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

To apply for this position, you must submit a complete Application Package which includes:

REQUIRED DOCUMENTS: Your resume that clearly demonstrates experience that meets the requirements of this position. Your resume must contain identifiable information such as your name, address, and phone number. It should also show your work schedule, hours worked per week, dates (including Month and Year, e.g., 02/2017, Feb 2017, etc.) of employment and duties performed.

• If you are currently an onboard ILNG technician, then you MUST include your most recent SF-50.

Other supporting documents (as applicable):

• Certifications
• DD-214
• NGIL Form 73
• Official Transcript (Copy) - Required if using for substitution of experience.

https://www.il.ngb.army.mil/Portals/30/Documents/Jobs/NGILForm73.pdf?ver=2019-05-01-161908-260

*NGIL Form 73 - Illinois National Guard Technician Program Supplement to Application for Dual Status (DS), to reflect military qualifications.

Complete and accurate data is essential to ensure fair evaluation. Applicants with no military qualifications must submit form stating "not applicable" and signature on page 2 of the NGIL Form 73.

Documents NOT accepted: photographs, copies of position descriptions, training certificates, performance ratings, awards, and letters of appreciation.


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

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/12488621

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

Randi Evans

Phone

217-761-1764

Email

randi.d.evans2.civ@army.mil

Address

IL DCSIM

1301 N MacArthur Blvd

Springfield, IL 62702

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 & 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