SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5)

About the company

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.

Your tasks

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 organization's 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 customer's best interests in mind. Provides prompt and courteous service. Adapts language and tone to meet customer's 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

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.

Other

Requirements 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.