IT SPECIALIST (CUSTOMER SUPPORT) (TITLE 32)

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.

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.

Analyzes customer problems and researches database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem.

Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software.

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.

Performs other duties as assigned.

MILITARY REQUIREMENTS: Selected candidate must currently be assigned to a military unit in the Missouri Army National Guard. Title 32 employees will not be militarily senior to their full-time supervisor (grade inversion).

Maximum Military Grade - MAJ (O-4) GENERAL EXPERIENCE: Must possess experience that provided you basic knowledge of data processing functions and general management principles that enable you to understand the stages required to automate a work process; experience 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.

GS-11 SPECIALIZED EXPERIENCE: Must possess 36 months of specialized experience that demonstrates your ability to serve as a base systems administrator to monitor the Local and Wide Area Network(LAN/WAN), including the planning, analysis, acquisition, design, development, implementation, quality assurance, configuration, installation, integration, maintenance testing, operational integrity, and/or management of networked systems for the transmission of information in voice, data, and/or video formats.

The specialized experience must indicate that you possess knowledge of information technology network systems design principles, methodologies, and approaches used in developing, testing, installing, operating, managing, and maintaining network services that support functional requirements; knowledge of methods, techniques, and processes for the integration and optimization of LAN/WAN components, infrastructure requirements, and test and evaluation methods sufficient to install and operate base wide programs and provide technical guidance to others in designing, testing, operating, and maintaining network programs; and skill in applying information technology network development concepts and techniques to provide computer applications which provide optimal functional support for users.

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.

DOD Information Awareness Certification Requirements: The employee must obtain and maintain at a minimum a Secret security clearance.

Incumbent must possess or be able to obtain and maintain certifications per DoD Directive 8570.1-M,AR 25-2, and as detailed in the Information Assurance (IA) Training and Certification Best Business Practice (BBP).Failure to satisfactorily obtain and maintain required certifications in accordance with the listed publications are grounds for termination.

Selectee is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoD Publication 8570.01-M,Information Assurance Workforce Improvement Program, dated 19 December 2005 (incorporating Change 1dated 15 May 2008).