SUPERVISORY ITSPEC (CUSTOMER SUPPORT) (Title 5)

Army National Guard Units • Camp J T Robinson, AR

4d

About The Position

This is a National Guard Title 5 excepted service position in the AR ARNG DCSG6 Support Office. The position is identified as Position Description Number T57023P1 and is for Onboard Title 5 NGTP only.

The incumbent supervises employees providing IT services, setting performance standards and objectives, assigning work, reviewing performance and accomplishments, and taking corrective action when needed. The position includes advising and counseling employees, handling grievances and serious complaints, making decisions on disciplinary matters, arranging training and development, and recommending or approving promotions, recognition, and awards.

The role requires broad knowledge of the organization's products, services, operations, and Service Desk processes. The incumbent operates Service Desk IT tools and systems while applying information security and assurance policies. They serve as a subject matter expert on IT applications, operating systems, protocols, equipment, and data or telecommunications issues, and maintain expertise through research, education, training, and on-the-job experience.

The incumbent develops and manages customer service performance requirements; investigates customer support trends and problems; researches inquiries, diagnoses issues, and recommends solutions; and maintains problem-tracking and resolution databases. They run or review and share activity metrics reports, use multiple resources to resolve inquiries, serve as a Contracting Officer's Representative, prepare or oversee technical statements of work, monitor contract progress, and support acquisition management and oversight of IT assets.

The role contributes to customer support policies, procedures, and standards; communicates clearly and professionally with internal and external customers; adapts technical or sensitive information to customer needs; provides prompt and courteous service; and delivers customer training on IT systems and processes as required. Other duties may be assigned.

Employment is subject to federal suitability requirements, possible completion of a probationary period, mandatory direct deposit, and required information assurance and cybersecurity workforce certifications. The employee must obtain or maintain an appropriate security clearance. Irregular or overtime hours may be required, and the position is designated as Essential Personnel for state emergency or disaster response.

Requirements

• At least 2 years of experience working in the Army Unified Directory Service.
• At least 2 years of experience managing incidents and tasks in the Army Enterprise Management Platform (AESMP).
• Current CompTIA Security+ certification or equivalent.
• One year of specialized experience equivalent to at least the next lower grade, including managing the function of the work and experience leading, directing, and assigning work to personnel.
• General experience, education, or training providing basic knowledge of data processing functions and general management principles, sufficient to understand the stages required to automate a work process.
• Must obtain the appropriate information assurance certification within six months of assignment of the duties, in accordance with DoD 8570.01-M.
• Must complete appropriate training and obtain required cybersecurity workforce certifications as an IA Technician Level II within nine months of employment, pending training seat availability, in accordance with applicable DoD requirements.
• Must be able to obtain and maintain an appropriate security clearance.
• Federal employment suitability as determined by a background investigation.
• May be required to successfully complete a probationary period.
• Male applicants born after December 31, 1959, who are required to register under the Military Selective Service Act must be registered to be eligible for appointment.
• Participation in direct deposit is mandatory.
• May be required to work irregular or overtime (compensatory) hours and hours outside the normal duty day.
• Designated Essential Personnel and may be required to serve in preparation for, or in response to, a state emergency or disaster declaration.

Responsibilities

• Establish performance standards, set objectives and priorities, assign work, monitor and evaluate employee performance, and take corrective action when deficiencies are identified.
• Advise, counsel, and instruct employees on work and administrative matters; address grievances, serious complaints, and work problems; and initiate or decide recognition and disciplinary actions.
• Identify and arrange employee training and development, determine and approve training needs, and establish formal training plans.
• Operate Service Desk IT tools, technologies, and systems while applying information security and information assurance policies, principles, and practices.
• Serve as a subject matter expert on IT applications, operating systems, protocols, equipment, and data or telecommunications issues; maintain expertise through research, education, training, and experience.
• Develop and manage customer service performance requirements; research and provide feedback on problematic trends and patterns in customer support.
• Research customer inquiries, identify issues, diagnose problems, recommend solutions, and maintain problem-tracking and resolution databases.
• Run, review, and share daily, weekly, monthly, or quarterly activity metrics reports; use multiple resources and approaches to resolve inquiries.
• Serve as the Contracting Officer's Representative; prepare or oversee technical statements of work and monitor contract progress.
• Provide computer resource acquisition management support and oversight of information technology assets.
• Contribute to customer support policies, procedures, and standards.
• Communicate clearly and professionally with internal and external customers, adapt explanations to customer needs, and provide prompt and courteous service.
• Provide customer training on IT systems and processes as required.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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