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IT SPEC (CUSTOMER SUPPORT)

Air Force Civilian Service Elmendorf Afb, AK
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Job Description

Duties

Manages the assigned IT/communications environment with privileged access at the network level for the Wing, Geographically Separated Units (GSU), and Tenants. Plans, coordinates, installs, and continuously analyzes system design, hardware and software. Optimizes the functionality and performance of hardware and software systems and ensures availability, integrity, efficiency, and reliability of system/functional resources while managing the communications focal point coordination and workload distribution duties. Analyzes, manages, and directs installation of any new hardware or software introduced into the environment to ensure its compatibility with existing architecture, its reliability, and functionality in relation to the organizations business requirements. Runs tests to verify operability and functionality; analyzes hardware and software malfunctions to resolve physical and logical processing problems; and recommends acquisition of programs, process or equipment which will resolve operational problems. Provides on-going optimization and problem solving support; continually surveys system operation to identify potential systems problems which could lead to loss or serious interruption of service. Oversees and initiates corrective or preventative measures to rectify immediate problems and prevent future occurrences through the CFP. Troubleshoots and diagnoses system failures to isolate source of problems. Performs testing, troubleshoots, corrects problems, and distributes workload relative to interface and interoperability of system components such as hardware, systems software, and applications programs. Provides proactive consultation and instruction with system users and technical specialists to ensure seamless implementation of changes. Assesses and mitigates security vulnerabilities of installed system hardware and software. Provides customer technical assistance and support for all users. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services. Works with customers to ensure efficient operations which support each units requirements. Promotes use of assigned systems by providing instructions to functional area users on IT/communications processes and procedures associated with each supported system. Works with the CFP and customers to resolve integration or configuration related issues associated with a variety of different system platforms, operating systems, applications, and equipment configurations. Identifies and documents system requirements for specific needs of customers. Recommends methods and procedures and coordinates corrective action to optimize utilization of present equipment. Cooperates and works with unit personnel in planning and developing new or additional infrastructure/architecture capabilities. Identifies potential performance or capacity problems. Works with technical support personnel in resolving problems. Manages system user accounts, resets system passwords, and resolves firewall issues. Responds to trouble reports by analyzing problems, providing solutions, and recommending actions necessary to avoid future difficulties such as enhancing, replacing, or modifying existing programs, applications, and equipment. Coordinates efforts between system customers, system support personnel and commercial vendors to identify and resolve hardware, software, and other system anomalies. Provides orientation in the use of new or changed technology. Provides formal or informal training to ensure users understand the interrelationships of the system and are able to operate the system without undue difficulty. Prepares user manual or instructions for assigned applications. As budget constraints dictate, evaluates alternative means of satisfying user requirements and provides management with the most technically feasible and cost efficient approaches to meet changing needs. Keeps abreast of changes in technology to assist management in preparing for future enhancements. Forecasts future needs and prepares recommendations, justifications, and specifications for equipment and applications. Examines and evaluates alternative means of satisfying user requirements and makes recommendations to management regarding the most effective and efficient approaches. Installs, maintains, and repairs hardware devices supporting a broad range of information and communications systems. Coordinates and prepares items for contract or warranty repair or replacement as required. Receives, inspects, installs, and verifies the proper operation of equipment returned. Accomplishes required documentation. Adheres to management control plan requirements by conducting self inspection and staff assistance visits. Resolves identified discrepancies. Performs other duties as assigned.

Qualifications

General Experience is described as experience, education or training 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.

 

Specialized Experience is experience which is directly related to the position to be filled and which has equipped you with the particular knowledge, skills and abilities to successfully perform the duties of this position.

 

GS-07 Must have at least 12 months experience, education, or training in translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of a programming language. Experience interviewing subject-matter personnel to get facts regarding work processes, and synthesizing the resulting data into charts showing information flow.

 

GS-09 Must have at least 24 months experience, education, or training in analysis of the interrelationship of pertinent components of the system. Experience planning the sequence of actions necessary to accomplish the assignment. Experience scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency.

 

OR

 

A masters or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree may be substituted.

 

NOTE:In order to be considered for this position in substitution of experience, your college transcripts must be submitted with your application. Failure to submit your College Transcripts will result in your disqualification for this position.

 

GS-11 Must have at least 36 months 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.

 

OR

 

A Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.

 

NOTE: In order to be considered for this position in substitution of experience, your college transcripts must be submitted with your application. Failure to submit your College Transcripts will result in your disqualification for this position.

 

Length of time is not of itself qualifying. Your experience will be evaluated on the basis of duties performed. Your record of experience and/or training must show possession of the following knowledge, skills and abilities needed to fully perform the duties of the position:

 

-Knowledge of customer service and support principles and methods sufficient to manage the customer support help desk operations involving the delivery of a full range of customer support services to all serviced organizations.

-Knowledge of network configuration techniques, computer equipment and assigned system software to determine source of failures.

-Knowledge of current state-of-the-art system software to include operating systems as well as functional application software. -Knowledge of how the hardware, software and network infrastructure related to the serviced systems along with an understanding of how they integrate together sufficient to analyze problems reported to distinguish between hardware, software, network and user-related problems.

-Skill in providing staff advice, planning, user assistance/training and evaluation services and functions within each specialty area.

- Knowledge of a wide variety of applications, operating systems, protocols, and equipment used in customer organizations, and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving current computer systems throughout the state and troubleshooting techniques for all hardware and peripherals.

- Knowledge of a wide range of communications concepts, principles, and practices as well as telecommunications operating techniques, digital and analog communications requirements.

- Knowledge of sophisticated diagnostic software and test equipment and devices necessary to identify, isolate and correct system faults and conflicts.

- Skill in identification, isolation and correction of complex workstation and network system faults. Skill in identifying and resolving conflicts between workstations, network and peripheral devices; skill in adapting existing software to advanced systems; and skill in adapting multiple devices to operate from individual workstations or as network devices.

APPOINTMENT FACTORS: Excepted/Enlisted in the Alaska Air National Guard.

MILITARY COMPATIBILITY: If you are selected for this position, you will be required to become a member of the Alaska Air National Guard and be assigned to a compatible military assignment in the following AFSCs: 3D1X1.

MILITARY GRADE REQUIREMENT: Due to the nature of this position, the minimum military grade requirement is Senior Airman (SrA/E4) and the maximum is Master Sergeant (MSgt/E7).

DESIRABLES: Hold a Current Secret Clearance.

INDEFINITE: AKNG permanent technician will retain their permanent status if selected for this position, and may be promoted, reassigned or changed to lower grade if selected for this position, and will be required to return to their permanent position unless action is made on a permanent basis. Permanent authorization may not cross service boundaries, or funding categories, (i.e., ARNG to ANG, or 176th WG to 168th WG). Indefinite employees may be separated with a 30 days notice. Indefinite employees may be converted to permanent without further competition.

BENEFITS

The following Web addresses are provided for your reference to explore the major benefits offered to most Federal employees.

Flexible Spending Accounts - The Federal Flexible Spending Accounts Program (FSAFeds) allows you to pay for certain health and dependent care expenses with pre-tax dollars. Visit: https://www.fsafeds.com/fsafeds/index.asp

Health Insurance - The Federal Employees Health Benefits Program offers over 100 optional plans. Visit: http://www.opm.gov/insure/health/index.asp

Leave - Most Federal employees earn both annual and sick leave. Visit: http://www.opm.gov/oca/leave/index.asp

Life Insurance - The Federal Employees Group Life Insurance Program (FEGLI) offers: Basic Life Insurance plus three types of optional insurance. Visit: http://www.opm.gov/insure/life/index.asp

Long Term Care Insurance - The Federal Long Term Care Insurance Program (FLTCIP) provides long term care insurance for Federal employees and their parents, parents-in-law, stepparents, spouses, and adult children. Visit: http://www.ltcfeds.com/

Retirement Program - Almost all new employees are automatically covered by the Federal Employees Retirement System (FERS). FERS is a three-tiered retirement plan. The three tiers are: Social Security Benefits, Basic Benefit Plan, Thrift Savings Plan. Visit: http://www.opm.gov/retirement-services/

This link provides an overview of the benefits currently offered to Federal employees. https://help.usajobs.gov/index.php/Pay_and_Benefits


Other Information

- If you are a current Federal employee or former Federal employee, you must submit a copy of your latest SF-50 "Notification of Personnel Action" and/or a copy of the SF-50. You may submit your most recent performance appraisal.

- The National Guard is exempt from the Veterans Preference Act. Submission of a copy of your DD-214 is not required unless you are hired for technician position.

- If you are a male applicant who was born after 12/31/59 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.

- Cost of Living Allowance (COLA): Entitled to 4.22% COLA in addition to base salary, subject to change.

- Direct Deposit Program: If selected for technician position with the Alaska National Guard, you will be required to participate in the Direct Deposit Program. (Salary will be automatically deposited to bank/credit union account).

- Military Bonuses And Student Loan Repayment Program: If you are selected for this position, you should always check with your servicing incentive manager (AKARNG - J1 or AKANG - Retention Office) to verify how accepting this position will affect your entitlement prior to considering an offer of employment.

Job Details

Date Posted September 4, 2017
Date Closes October 4, 2017
Requisition 465880900
Located In Elmendorf afb, AK
SOC Category 00-0000.00

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