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IT SPECIALIST (CUSTOMER SUPPORT)

Air Force Civilian Service Hickam Afb, HI
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Job Description

Duties

SUMMARY OF DUTIES:  The purpose of this position is to serve as a customer support specialist performing work involving analytical and evaluative duties related to classified and unclassified information technology networks and/or cyber system with primary knowledge requirements of information processing methodology, information technology, telecommunications systems, computer capabilities, processing techniques, IT trouble ticket management, and data communications.

  • Manages the assigned IT/communications environment with privileged access at the network level for the Wing, Geographically Separated Units (GSU), and Tenants.
  • Serves as a focal point for ensuring functionality and operability of the assigned IT/data systems/functions, voice and wireless systems to support mission requirements of Wing, Geographically
  • Separated Units (GSU), and Tenants.
  • Provides customer technical assistance and support for all users.
  • Determines customer requirements and assists customers by recognizing and analyzing trends and providing instruction and orientation services.
  • Conducts feasibility studies to identify and analyze system failures and analyzes data to determine if trends exist which forecast the need for future replacement or modification of system hardware and software.
  • Coordinates frequency needs with command level spectrum management office to maintain current allocations and obtain new authorizations.
  • Installs, maintains, and repairs hardware devices supporting a broad range of information and communications systems.
  • Adheres to management control plan requirements by conducting self-inspection and staff assistance visits and performs other duties as assigned.

Details of the duties and responsibilities are contained in the applicable position description (D2182P01) located online, on the FASCLASS website. https://acpol2.army.mil/fasclass/search_fs/search_fs_output.asp?fcp=zutpk3eFRtaToL2jr7lGuam0buidbZKYkqpSn2qDRtyUbYaXl6RTfw%3D%3D

Qualifications

If your resume does not include a narrative description of how you meet the GENERAL, SPECIALIZED experiences, and OTHER requirements, you may lose consideration for this position. Ensure that the Questionnaire is completed on Application Manager.

a. GENERAL Experience.  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.

b. SPECIALIZED Experience.  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.

OTHER REQUIREMENTS: Must possess a minimum of Secret security clearance.

SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE: A Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.

UNDERGRADUATE OR GRADUATE EDUCATION: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.

MILITARY TECHNICIAN COMPATIBILITY POSITION: Prior to placement in this position, the selected candidate must be assigned to a valid position in the unit of employment, and be assigned militarily in DAFSC 3D1X3, 3D1X2, 3D0X2, or 3D1X1.

NOTES TO CANDIDATES:

a. Situations of inversion of military rank are not permitted, i.e., a military technician may not be militarily senior to his or her full-time supervisor.

b. Authorization for payment of PCS expenses will be granted only after determination is made that payment is in the best interest of the Hawaii National Guard.

c. In addition to your application, documents of last performance appraisal, past civilian performance, letter of recommendations, and or military performance may be submitted. 

d. Candidates may be screened and evaluated on military attributes directly related to the compatible military position required to be assigned into, such as, but not limited to, military bearing, leadership, or ability to work with others (teamwork) in a military environment.

e. Include any volunteer work experience in your resume.  Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social).

f. Final selection will be based upon qualifications, suitability, and available manpower resources.

g. This employer will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employees Form I-9 to confirm work authorization.

h. Financial Suitability - It is the policy of the government not to deny employment simply because an individual has been unemployed or has had financial difficulties that have arisen through no fault of the individual. Information about an individuals employment experience will be used only to determine the persons qualifications and to assess his or her relative level of knowledge, skills, and abilities.  Although an individuals personal conduct may be relevant in any employment decision, including conduct during periods of unemployment or evidence of dishonesty in handling financial matters, financial difficulty that has arisen through no fault of the individual will generally not itself be the basis of an unfavorable suitability or fitness determination.

i. This temporary limited appointment may be converted to a non-temporary appointment without further competition.

j. If you are selected for this position, you will be eligible for health and life insurance and you will be covered under a retirement system.

k. This type of appointment is expected to extend beyond one year.  Separation will be preceded by a 30-day notice when services are no longer needed.  Permanent technicians will remain on permanent status if selected.

l. Candidates above the grade of E7 must include in their application the willingness to take a voluntary downgrade in order to be considered. 

m. Eligibles on this list will be given automatic consideration for position vacancies occurring during the six months period following the close of this announcement.

n. Cost of living allowances (COLA) vary from island to island.  COLA is subject to change without notice. 

BENEFITS

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

 
Main site for new federal employees - http://www.opm.gov/insure/new_employ/index.asp


Flexible Spending Accounts - This Program allows you to pay for certain health and dependent care expenses with pre-tax dollars. For additional information visit: https://www.fsafeds.com/fsafeds/index.asp


Health Insurance - The FEHB Program offers over 100 optional plans. For additional information visit: http://www.opm.gov/insure/health/index.asp


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

Life Insurance - The FEGLI Program offers Basic Life Insurance plus three types of optional insurance, for additional information visit: http://www.opm.gov/insure/life/index.asp


Long Term Care Insurance - The FLTCIP provides long term care insurance for Federal employees and their parents, parents-in-law, stepparents, spouses, and adult children. For additional information 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. For additional information visit: http://www.opm.gov/retire/index.asp


Other Information

1. 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.


2. Please do not send/fax/courier/email any applications or resumes to the National Guard Human Resources Office. You must apply on-line or fax your application to the fax number listed in this announcement with the prescribed Cover Letter. The Human Resources Office can only process materials received through USAJOBS.

Job Details

Date Posted October 5, 2017
Date Closes November 4, 2017
Requisition 466550800
Located In Hickam afb, HI
SOC Category 00-0000.00

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