Title 32 IT Specialist (Customer Support) (Mi G6)

Army National Guard Units • Lansing, MI

4d

About The Position

This is a Michigan Army National Guard Title 32 excepted-service, dual-status technician position requiring membership in the Michigan Army National Guard and service in a compatible military assignment. The position is part of the Michigan Army National Guard and is located at State National Guard Headquarters in the J6/G6, USPFO, or Recruiting Retention Battalion. It is a developmental career-ladder role, with a target full-performance level of GS-2210-11. At GS-9, the incumbent works under closer-than-normal supervision and must complete at least 12 months of specialized work at that grade to progress to GS-11. Duties and assignments become progressively more difficult as the incumbent gains experience.

At the full-performance level, the incumbent works in the customer-support service-desk section and delivers Tier II IT customer support across multiple sites. The work includes installing, configuring, troubleshooting, maintaining, and providing training for end-user hardware, software, and related equipment. The specialist manages customer relationships and problem resolution, investigates incidents and failures, develops recovery plans, re-images workstations when needed, and refers issues to appropriate specialists when necessary. The position also involves documenting work in Remedy ITSM or the current ticket-tracking system, coordinating vendor warranty repairs, updating hardware and software records, and working with property and supply personnel to account for equipment.

The position requires military membership, wearing the military uniform, a valid civilian driver's license, and a minimum SECRET clearance. A higher clearance may be required depending on the classification level used in the state. The incumbent may need to travel, including overnight travel, and may be required to work irregular or overtime hours or outside the normal duty day. The incumbent must complete required training and obtain Cyber workforce IA Technician Level II certifications within nine months of employment, subject to training-seat availability.

Requirements

• Membership in the Michigan Army National Guard in a compatible military assignment is required before the effective date of placement; applicants must be eligible for immediate membership and employment in the military grade listed.
• Military grade must be E4-E6 before placement; members above the permitted grade must administratively reduce before appointment.
• Federal employment suitability as determined by a background investigation.
• Valid civilian driver's license.
• Obtain and maintain at least a SECRET security clearance; TOP SECRET clearance with SCI eligibility may be required depending on the state's highest classification level.
• Complete appropriate training and obtain Cyber workforce IA Technician Level II certifications within nine months of employment, pending training-seat availability.
• Ability to establish effective professional working relationships with coworkers and customers and contribute to a cooperative working environment.
• Male applicants born after December 31, 1959, must be registered for Selective Service if required.
• For GS-9 qualification by experience, 24 months of specialized experience is required, including relevant experience or training with computer operations, data-storage media, programming language, workflow analysis, system-component relationships, or planning and scheduling computer assignments; qualifying education may substitute.
• For GS-11 qualification by experience, 36 months of specialized experience is required, including relevant experience or training in a computer application or specialty area, coordinating assignment planning and controls outside the organizational unit, adapting guidelines to assignment needs, or preparing cost-benefit documentation; qualifying education may substitute.
• Applicants must provide dates for each employment period and hours worked per week in their resume; resumes are limited to two pages for this announcement.
• A qualifying conviction for a crime of domestic violence disqualifies an individual from performing the duties of this position.

Responsibilities

• Provide Tier II technical support through the service desk and manage customer relationships and problem resolution.
• Install, configure, troubleshoot, maintain, and provide training for end-user hardware, personal computers, peripheral equipment, and associated software.
• Respond to hardware and software failures, devise recovery plans, re-image workstations as needed, and resolve complex problems using techniques or programs to isolate causes.
• Provide guidance on installing and operating computers, peripheral equipment, and software; investigate and resolve user-operation problems where possible and refer more difficult issues to appropriate specialists.
• Document actions in Remedy ITSM or the current work-ticket tracking system and serve as a point of information for workstation operations.
• Receive and analyze hardware and software problem requests, research possible solutions, and route tasks to the appropriate subject-matter expert or section.
• Provide initial incident information to the Incident Response specialty as appropriate.
• Coordinate external vendor support for warranty repairs and ensure an appropriate escort is assigned while repair work is performed.
• Update hardware and software architecture databases to record installations, turn-ins, and changes in reportable software.
• Work with Property Book Officers and Supply Sergeants to account for assigned and transitional property and perform cyclic inventories as required by the Command Supply Discipline Program.
• Travel to offsite worksites or temporary-duty assignments as required.
• Complete required Cyber workforce training and obtain IA Technician Level II certifications within nine months of employment, subject to training-seat availability.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility depends on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed