Summary This National Guard position is for a IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number D2526P01 and is part of the OH G6, Ohio Army National Guard. This position works in the customer support service desk section. 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. Responsibilities As a IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-11, you will perform the following duties: 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. (40%) 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. (40%) 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. (10%) 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. (10%) Performs other duties as assigned. *The above duty description does not contain all details of the official position description. A copy of the entire position description can be found on FASCLASS by searching the position description (PD#:D2526P01). https://acpol2.army.mil/ako/fasclass/search\_fs/search\_fasclass.asp Requirements Conditions of Employment Ohio Army 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. May be required to successfully complete a probationary period. Participation in direct deposit is mandatory. MILITARY REQUIREMENTS: Compatible military grade and assignment required within one year of the effective date of placement. This is an excepted service position that requires membership in a compatible military assignment in the employing state's National Guard. Applicants who are not currently a member of the Ohio Army National Guard must be eligible for immediate membership. If you are not sure you are eligible for military membership, please contact an Ohio Army National Guard recruiter prior to applying for this position. Military Grades: E-4 through E-6 Other Requirements: 1. Must obtain and maintain a minimum of SECRET clearance. However, TOP SECRET (TS) security clearance with eligibility for access to Sensitive Compartmented Information (SCI) may be required. 2. This position is covered by the Domestic Violence Misdemeanor Amendment (30 Sep 96) of the Gun Control Act (Lautenberg Amendment) of 1968. 3. May be required to travel to and from offsite worksite(s) from the normal work area to perform assigned duties. Due to distances involved, travel may involve one or more overnight stays. 4. 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. 5. Ability to establish effective professional working relationships with coworkers and customers, contributing to a cooperative working environment and successful accomplishment of the mission. 6. 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. 7. This is a National Guard dual status technician position which requires military membership. 8. The employee may be required to travel in military and/or commercial vehicles to perform temporary duty assignments. 9. 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. Qualifications SPECIALIZED EXPERIENCE: 1-year specialized experience equivalent to at least the next lower grade. In 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. Education Additional Information ***If serving under an incentive contract, termination of that incentive(s) will occur effective one day prior to your AGR, Permanent Military Technician, or Indefinite Military Technician start date. Temporary Military Technicians will have their incentive terminated if their tour exceeds 179 days in a continuous 12-month period.*** 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).