Duties

This position is located in the J6 / G6 / Chief Information Officer directorate. This is a National Guard Dual Status Technician position requiring military membership. This position works at remote locations across the State or Commonwealth supporting a geographically dispersed customer base. Directly supervised by the service desk manager.

The incumbent serves as an Information Technology (IT) Specialist (CUSTSPT) responsible for the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requirements. As an IT Customer Support Specialist, the incumbent is responsible for providing Tier 1 and 2 technical support and customer relationship building and problem resolution management.

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.

Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental affect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. 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. Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and researches database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Applies appropriate security measures consistent with approved security standards.

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.

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.

Requirements

Conditions of Employment

• This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard, required prior to the effective date of placement.
• 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 probationary period.
• Participation in direct deposit is mandatory.
• Must obtain and maintain a SECRET clearance level.
• Incumbent must complete appropriate training and obtain required certifications IAW DoDI 8140, DOD 8570.01M
• Applicable governing document(s) for Cyber workforce as an IA Technician Level II within 6 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).

How You Will Be Evaluated

• 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:
  
  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 DETAILED NARRATIVES of your duties performed.
  
  2. Other supporting documents: If substituting education for specialized experience, you must submit official college transcripts with application to receive credit.
  
  If you are NOT a current member of the Oklahoma National Guard, you must submit documentation showing your current/ previous military affiliation (DD 214, NGB 22, copy of an award/order, statement of service) etc. with your application to receive consideration for this position. Failure on your part to submit the requested documents will prevent further consideration for this position. If you have any questions concerning this requirement contact our office at (405) 228-5581.

  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/11889302
  
  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

  James Wagoner

  Phone

  (405) 228-5581

  Email

  james.a.wagoner12.civ@army.mil

  Address

  OK Camp Gruber Training Center
  6000 HWY 10
  Braggs, OK 74423
  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.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

This position is open to current members of the Oklahoma Army National Guard within the military grades of E-5 through E-9, O-1 through O-4 or WO1 through CW4 or willing and eligible to become a member of the Oklahoma Army National Guard within these grades.