Supervisory IT Specialist (Customer Support)

Army National Guard Units • Bedford, MA

15h

About The Position

THIS IS A NATIONAL GUARD TITLE 5 EXCEPTED SERVICE POSITION. This National Guard position is for a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), Position Description Number PDT57023P1 and is part of the MA ARNG G6, National Guard. This is a Non-Bargaining Unit position. The unit point of contact and contact phone for this position is: Joseph Montiverdi, 520-687-8552.

Requirements

• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• Participation in direct deposit is mandatory.
• Favorable background check is required.
• Position is subject to provisions of the DoD Priority Placement Program.
• PCS expenses will not be paid.
• Males born after 31 December 1959 must be registered for Selective Service, see www.sss.gov.
• Veteran's Preference will apply. DD Form 214's are required for Veteran's Preference.
• If claiming Veteran's Preference for disability a Disability VA letter and SF-15 must also be submitted.
• Visit help.usajobs.gov/working-in-government/unique-hiring-paths/veterans to learn more about Veteran's Preference.
• Incumbent must possess or be able to acquire the appropriate level security clearance for this position.
• Must have active Secret Security Clearance at time of hire.
• Must be DoD 8570 compliant (IAM level I or higher) at time of hire or within 6 months of date of hire.
• Must have experience, education or training which 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.
• Must have at least 36 months 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.
• Experience in managing the function of the work to be performed.
• Experience which includes leading, directing and assigning work of personnel.

Nice To Haves

• Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of months/years.
• Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Responsibilities

• 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.
• 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.
• 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.
• 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.

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.
• Learn more about federal benefits .
• Review our benefits

What This Job Offers

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