SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT) WITH SECURITY CLEARANCE

Duties As a SUPERVISORY IT SPECIALIST (CUSTOMER SUPPORT), GS-2210-12 your duties are below. 1. 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. 2. 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. 3. 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. 4. 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. 5. Performs other duties as assigned. D2527 Requirements Conditions of Employment NATIONAL GUARD MEMBERSHIP IS REQUIRED: This is an excepted position that requires military membership in a compatible military assignment in the Iowa Army National Guard. Selectee will be required to wear the military uniform. Acceptance of this excepted position constitutes concurrence with these requirements as a condition of employment. APPLICATION MATERIALS MUST BE RECEIVED BY 09/19/2024 . FAILURE TO PROVIDE COMPLETE INFORMATION MAY RESULT IN YOUR NOT RECEIVING CONSIDERATION FOR THIS POSITION. Please refer to the Qualifications and Evaluations Section of this Announcement to understand the qualification requirements, and the How to Apply Section for detailed instruction on applying. SECURITY CLEARANCE REQUIREMENT: Employment is subject to attaining and maintaining a clearance as required by this position. If the selectee does not possess the applicable security clearance when hired, application must be made within 30 days of the start date. Failure to make application for the required security clearance will result in termination of employment. Failure to complete prescribed courses may be cause for reassignment or termination of FTS. Military Rank Requirements: OFFICER, WARRANT OFFICER AND ENLISTED (MAJ and below) Qualifications In describing your experience, please be clear and specific. We will not make assumptions regarding your experience. Applicants who do not fully address the minimum/specialized experience needed for the position in their resume will not be referred for consideration. MINIMUM REQUIREMENTS: 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 REQUIREMENTS: GS-2210-12: Must have experience in the following: * 1-year specialized experience equivalent to at least the next lower grade. * Specialized experience includes 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 * Experience in managing the function of the work to be performed. * Experience which includes leading, directing and assigning work of personnel. Additional information ENLISTMENT CASH BONUSES: Acceptance of a technician position may affect any bonus and/or educational assistance that may be applicable. Please contact your Education Office prior to accepting a position with the Iowa Army National Guard. Participation in direct deposit is mandatory. If you are a male applicant born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you are not eligible for appointment in this agency ( https://www.sss.gov/RegVer/wfRegistration.aspx ). * Benefits Help 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. Opens in a new window Learn more about federal benefits . Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are found to be among the qualified candidates, you will be referred to the selecting official for employment consideration. Knowledge, Skills and Abilities required for this position: * The work supervised falls within the Information Technology Management Series, GS-2210; thus, the paramount requirement is knowledge of information technology principles, concepts and methods. Information Technology includes systems and services used in the automated acquisition, storage, manipulation, management, movement, control, display, switching, interchange, transmission, assurance, or reception of information. Also included are computers, network components, peripheral equipment, software, firmware, services, and related resources. Positions performing two-grade interval work for which the paramount requirement is knowledge of Information Technology (IT) principles, concepts and methods are covered by the GS-2210 series. The work of this position involves participating in the planning and coordinating installation, testing, operation, troubleshooting and maintenance of hardware and software systems. The work over which the position has supervisory responsibilities reflect the type of planning, development and administration that are consistent with the GS-2210 series as described in the standard and referenced appeal. The incumbent must apply knowledge of IT principles, concepts and methods in carrying out these duties, thus he/she is performing information technologist specialist duties * Benefits Help 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. Opens in a new window Learn more about federal benefits . Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered. * Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the followin